This page sets out N-tigen Insights’ policy on returns and cancellations
Returns and refunds
If a product does not perform as described on the datasheet please contact us within 24 hours and our customer service team will assist you.
- For protocol-related issues, we may be able to provide you with assistance.
- If the product is not performing as described on the datasheet we will provide you with refund or a replacement.
Where customers have not followed storage instructions, usage recommendations or have not provided details of a protocol when contacting us, N-tigen Insights’ may not be able to issue a replacement or refund.
If a product is purchased in error, N-tigen Insights will consider a refund. In these circumstances, customers must cover return shipping costs and the product must be stored and transported appropriately. Where specialist packaging is required, N-tigen Insights’ will arrange for collection and return of the package and all associated costs will be charged to the customer.
To facilitate service, please contact us to get a return merchandise authorisation (RMA) number.
In the unlikely event of receiving an incorrect item, please contact N-tigen Insights and store the product as recommended, in the original packaging. Please do not attempt to return the item yourself before speaking to customer services.
For items damaged in transit please contact our customer services team immediately. Customers may be asked to provide photographic evidence to support any claims. N-tigen Insights will ship a direct replacement immediately, as long as the product is in stock.
All requests for returns must have prior return merchandise authorisation (RMA) and must be shipped to N-tigen Insights within 10 working days of receipt of the items.
For catalogue items, customers may cancel an order within 24 hours of receipt of the order confirmation email.
Where customers have already received products, and if N-tigen Insights agrees to a return of the products, cancelled orders must be returned in the original or appropriate packaging and (where applicable) returned at a specified temperature to avoid spoilage.
Customers will be charged for returned products that are classified as ’spoiled’ as a result of incorrect packaging or storage, or for other specific reasons at the discretion of N-tigen Insights.
The above policy is only valid for products purchased directly from N-tigen Insights. Purchases from a distributor are exclusively handled by the distributor.