CHINCHILLA LIFE SCIENCES places the highest priority on customer satisfaction and believes we offer the highest quality products on the market. If you are not happy with your purchase for any reason, please let us know. We’ll do whatever it takes to respond to your concern and remedy the problem!
OUR “NO-HASSLE” POLICY
All we ask is that you request a Return Authorization (RA) by phone (1-630-645-0600); or email (firstname.lastname@example.org) to get instructions on how to return your item to us. We will ask for your reference number (found on the packing slip or invoice) and the reason for the return.
In order to protect our employees who are receiving the returned product, a safety form (decontamination request) may be required for some returns. Our Customer Service Team will let you know if this applies to your return.
CANCELLING AN ORDER
We understand that sometimes mistakes are made and orders need to be cancelled or postponed. When that is the case, please call us immediately. Note that some restrictions may apply on cancelling orders for certain products (see restricted products listed above).
See our full Terms and Conditions
Returns must be received within 60 days of the date shipped to you.
All returns for credit must be in new condition, include original outer packaging, all software (if applicable), inner packing materials, and other accessories.
We reserve the right to refuse a return or to charge a restocking fee for damaged, incomplete, or otherwise non-conforming returns. In addition, there may be some restrictions on certain products being returned, such as:
- Non-cancellable and non-returnable products (as communicated per your invoice or order acknowledgement)
- Expired or refrigerated materials
- Consumables once their primary packaging or inner wrapping has been opened
- Products that are no longer in usable condition (unless being returned for repair)
Shipping Error / Damage Policy
It is the responsibility of the Customer to perform reasonable inspection of all deliveries. Obvious external damage must be notified to Chinchilla Life Sciences within a maximum of 7 calendar days of delivery, together with a copy of the annotated delivery receipt as well as any relevant supporting documents evidencing the external damages (eg: photos). Delivery errors (eg. wrong product, wrong quantities) and physical damage to products visible from standard “out of box” inspection must be notified to Chinchilla Life Sciences within a maximum of 30 calendar days of delivery, together with a copy of the annotated delivery receipt as well as any relevant supporting documents (eg: photos). In the absence of such notifications, goods shall be assumed to be delivered in an undamaged condition. For the avoidance of doubt, this policy does not affect customer’s rights in respect of products that develop faults or fail to perform to specifications during the applicable warranty period.