At XPRT Biomedical Services, Inc., all of our products are unused and in their original packaging, except for second-hand items which will be clearly noted.
Thank you very much for purchasing one of our products or services. You are entitled to a return within 30 days of receiving your product. Before you request a return or refund, please read our Return & Refund Policy to confirm that your order is eligible for return.
Return Policy
- Customer-Caused Return: If the return is initiated by the customer for reasons other than product defect or company error, the consumer should be responsible for the return shipping fee. The specific fee should be based on the express company you choose.
- Company-Caused Return: If, due to our reasons, the goods received are damaged or incorrect, the consumer is not required to bear the shipping fee for the return.
- Damaged Parcel Upon Delivery: When you are ready to sign for your parcel and find it is damaged, please take photos to prove it and contact us first at [email protected] or (877) 684-9778, then please reject the parcel.
- Condition of Returned Goods: If you are requesting a return and refund, there should be no man-made damage. The goods must be in perfect condition, all in their original packaging, and no items may be missing.
- Defective Product Return: If you are requesting a return due to a defective product, please contact us. We will replace the product with a new one or process a refund for you.
- Shipping Costs (General): Shipping costs from the original order are generally not refundable, and the customer is responsible for shipping costs for returns, unless the return is due to our error.
- Shipping Costs (Free Shipping Orders): For orders with free shipping that qualify for a refund, the full product price will be refunded. However, the customer will still need to pay for the return shipping costs.
Refund Policy
We cannot issue a refund if one of the following occurs:
- Wrong Return Address: Sending the product to the wrong address (including “return to sender”). Please confirm the correct return address with us before returning the product. (Note: The return address may be different from the shipping address).
- Cash-on-Delivery: Choosing a cash-on-delivery return method.
- Specific Products: Orders for accessories or a used machine may not be eligible for a refund.
- Replacement Limit: Machines can typically only be replaced once without special circumstances, and no further refunds will be offered after the replacement is issued.
- Lost Shipping: For all orders that are not received, we will file a claim with the courier company. We require a claim ID from the customer. We will not process a refund until we have received any settlement from the courier company. If you wish, we can resend a product to you.
- Canceled/Rejected Orders Post-Shipment: Regarding cancellation of orders after the parcel has been dispatched or after the parcel has been rejected by the customer upon delivery, the return shipping costs will need to be paid by the customer.
- Used Products: Used products are accepted for a quick refund only if there is a quality problem that makes them defective.
Canceling an Order
- Before Shipping: Please email us at [email protected] as soon as possible and name the email “Cancellation of order”. We prioritize processing this type of email.
- After Shipment: Unfortunately, orders cannot be canceled after shipment. Please first send us an email asking for the return address, accept the parcel, and then send it back to the specific return address we gave you.
Warranty
You have a limited warranty within 365 days of receiving your product. If your product has an issue, such as being broken, damaged, or if accessories are lost/missing, please contact us as soon as possible for assistance.