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Product Returns: Arcegen Customer Service must be notified within 90 days after receipt of any request to return a reagent product. A return authorization is required for all returns. Not all requests for return will be granted: for example, in the case of a Customer's purchasing error or change in the order subsequent to shipping the product, authorization will not be granted. Special order and custom products, or products which cannot be resold, will not be authorized for return in the absence of a defect. Yeasen may choose to verify any performance problems prior to authorizing return or replacement. All return shipping costs are to be paid by the Customer. Please contact us for other information, or clarification of our policies.

1. Products you no longer want before shipping

If items are ordered incorrectly, you may remove the items from your order and request a refund within 3 calendar days from the day you place the order, which will be subjected to a 20% return charge on the items plus any handling and packaging costs.

Note: Once incorrectly ordered items have been shipped out, Yeasen does not permit refunds for them.

2. Products damaged or defective
If an item arrives damaged or defective, please contact us within 5 calendar days from the date of receipt so we can correct this problem immediately.

3. Products sent to you in error

If you receive an incorrect item, please contact Yeasen within 5 calendar days from the date of receipt of the item. Please keep the item in the original packaging and store it according to the instructions in the manual. We will get back to you promptly and make sure you receive the correct product at the earliest time.

4. Products not working as expected

If a product does not perform as described in the manual please inform us within 1 month from the delivery. Our technical support will examine the details of your protocol to determine the causes of the problem. For protocol problems, we will give you professional advice. For product problems, we will resend another item or offer a refund. 

Restocking Fee: All requests to return reagent products that do not have a verified performance problem will be subject to a restocking fee of 30% of the purchase price or a minimum of $25, whichever is greater. If Arcegen makes a shipping error, the reagent product may be returned at Arcegen expense and no restocking fee will apply.