Warranty, Return & Refund Policy
Except as otherwise stated below, all products come with Precigenome standard 1-year limited parts and labor warranty. Precigenome makes only those warranties with respect to Product expressly identified as "warranties" and set forth in Precigenome’s current operating manual or, if any, in a specific written warranty included with and covering the Product. All warranty claims must be made prior to one year from the date the Product is delivered to the buyer.
Extended warranties (up to 5 years) are available for purchase at the time of original equipment purchase.
If you have tax exempt status, please forward a copy of your exemption certificate with your first order. For non-exempt customers in California, applicable sales tax will be added to your order. Non-exempt customers in other states are responsible for remitting the appropriate sales tax to the state.
A purchase order is not subject to cancellation by the buyer. However, unless otherwise stated in Precigenome's quotation, the buyer may defer the shipment date one time for up to 60 days for instruments upon written notice from the buyer at least 7 days prior to the delivery date.
Please be sure to inspect all items thoroughly upon receipt. Precigenome offers 30-day return policy for all instruments sold by Precigenome starting from the date of delivery. Items that customers wish to return must include all original packaging, instructions, and components, and must be in like-new condition. 20% of the original purchase price will be charged as a restocking fee. Shipping and handling are non-refundable despite any purposes of returns or exchanges. For items shipped via free shipping service to customers, we will refund the sale price subtract the freight and re-stocking fees only after approval of RMA.
Replacement is treated as a new order. Follow the above instructions for returning unopened products for credit (NO CREDIT REQUEST IS ALLOWED AFTER 30 DAYS OF INVOICE DATE.) and your new order will be processed. Upon receipt of the payment for the new order, product will be shipped ASAP. Credit for the returned product will be issued if it qualifies after inspection.
Refund will be issued for most defective products within 15 days of invoice date. Defective product must be returned in original condition including packaging, documentation, warranty cards, manuals, and accessories provided at the time of sale together with a RMA and a copy of the invoice. Refund /Credit will be issued upon receipt and inspection of the Dead On Arrival (DOA) product. If an item is NOT defective after inspection, the return will not be accepted and a handling fee will be charged.
Most defective items will be replaced within 30 days of invoice date (after 30 days, returned items cannot be credited or refunded). Defective product must be returned in original condition including packaging, documentation, warranty cards, manuals, and accessories provided at the time of sale together with a RMA and a copy of the invoice. For customer who requires Immediate Shipment of Replacement: We will ship a replacement immediately, right after receipt of any applicable payment for the replacement from customer. A refund for the defective product will be issued upon confirmation that the defective product has been returned within 30 days of invoice date. For customer who do not require Immediate Shipment of Replacement: Upon receive and inspect of the return unit, the defective unit will be repaired or replaced up to the sole decision of the RMA dept. Replacement applies for DOA (Dead On Arrival: product not working on delivery) products only. If we determine the return is NOT defective, the return will not be accepted and a handling fee will be charged.
Non-defective products that have been opened or have a broken factory seal may not be returned for credit/refund or replacement. We are not liable if you order the wrong product. We pay our greatest effort to provide complete and accurate descriptions of our products. Please review the compatibility and technical information of the product carefully and ask us if you have any questions BEFORE placing the order. Many manufacturers will not allow opened, non-defective items to be returned for credit or exchange.
Missing items in the shipping must be reported within 48hours of receipt of shipment.
Please open and check to make sure item is intact before you or your warehouse person sign for the delivery slip. Any damage spotted in receiving needed to notify driver and mark on delivery slip on site or no later than 2 days of receipt of shipment. Delay reporting or signing delivery slip without opening box and inspection fully may lose eligibility of filing damage claims later.
Keep all original packing material and damage content for courier’s inspection when there is an ongoing damage claim. Please do NOT send the damaged item to other location unless instruction by the sender.
Price difference: If there is a price adjustment between the date of the order and the date the RMA is issued, the lower of the two prices is applied as a refund.
Out-of-Warranty products: There is $60 inspection fee required to be paid in advance before sending the item back for inspection. The fee is not refundable whether item is determined to be repairable or not.
International orders: We provide tech support and parts for self-repair during warranty if applicable. Customers will bear shipping of parts. So is return shipping after repair if equipment needs to send in for investigation. Please notice that we are not responsible for customs duties, taxes, and brokerage fee of return goods, or sending back to customers after repair.
Shipping charges for products under warranty are covered as follows:
PreciGenome is responsible for shipping the defective unit to PreciGenome and for providing the appropriate export documentation, if required.
Domestic (US) shipments – PreciGenome is responsible for paying shipping charges via ground shipment. If the customer chooses a different service (next day, 2 day, 3 day, etc) it becomes customer responsibility.
International shipments – customer is responsible for paying shipping charges, brokerage fees, taxes, customs, and duties incurred. Any physical damage due to the lack of proper packing or misuse of the unit will be charged to the customer and it is not covered under the warranty.
Instructions for returning items for repair:
Send email to email@example.com request a Returned Merchandise Authorization (RMA) number.
Pack the device in the original packing. If the original packing is no longer available, use protective material(bubbles, foam, etc.) around all sides of the unit.
Ship returns to:
Attn: RMA #___________
2176 Ringwood Ave.
CA, 95131, USA