Effective date: [September 02, 2025]
Applies to: Products purchased directly from our website.
1) Start a return (RMA required)
Contact us within 30 days of delivery to request a Return Authorization (RMA). Returns without an RMA may be refused. When you write, include:
- Order number
- Product model and serial number
- Reason for return and photos (if damage/defect)
We’ll reply with the RMA number, return address, and packing instructions.
2) Eligibility & condition
To be eligible for a return:
- The product must be in clean, resalable condition, with all original parts, accessories, manuals, and packaging.
- Use must be under normal conditions as described in the manual.
- Return shipments must be prepaid and tracked (no COD). We recommend insurance.
For sanitary and safety reasons, items that have been used with animals or biological materials may be rejected if not returned clean and odor-free.
3) Refunds
When we receive and inspect the return, we will issue a refund to your original payment method:
- 70% of the product price, minus shipping & handling.
- If your order had free or discounted shipping, we will deduct our actual outbound shipping cost from the refund.
- Shipping/handling is not refundable unless we shipped the wrong item.
Please allow 5–10 business days after receipt for processing.
4) Exchanges
If you prefer an exchange, we can apply your eligible refund amount toward a replacement after the returned item is inspected.
5) Non-returnable items
The following are not covered by the return policy:
- Consumables (e.g., filters, hoses, fuses, sensors, gaskets)
- Digital/download products once accessed or delivered
- Custom or special-order items
- Items showing signs of misuse, neglect, or unsanitary condition
6) What isn’t covered (summary)
Returns or warranty claims will be denied for failures/damage caused by:
- User error/misuse or operation not per the manual
- Accident, drop, or impact
- Natural disasters (fire, flood, earthquake)
- Abnormal power (surges, incorrect voltage/frequency) or faulty external wiring
- Unauthorized repair or modification
- External causes not due to a defect in the product itself
- Use of non-approved third-party parts or consumables
- Lack of required cleaning/maintenance
7) Damaged or incorrect items
If a package arrives damaged or you received the wrong item, contact us within 7 days of delivery with photos.
- Carrier damage: file a claim with the carrier; we’ll assist as needed.
- Wrong item shipped: we’ll arrange a prepaid return or exchange and correct the order.
8) Out-of-stock items
If an item you ordered is sold out, we will notify you and refund 100% if payment has already been processed.
9) International orders (VAT/Customs)
Customs duties, VAT, and import fees are the responsibility of the recipient. We do not collect or remit these charges.
10) Questions before you buy
Unsure which product is right for you? Email us before purchasing—we’re happy to help and can often prevent costly returns.