Refund Policy
Understanding our refund terms and conditions for diagnostic products and services
General Refund Principles
Due to the medical and sensitive nature of our diagnostic products, Hangzhou ITGen Technology Co. Ltd generally does not accept returns or refunds for correctly fulfilled orders to ensure the biological integrity of the reagents.
However, we are committed to resolving issues related to product quality or shipping errors.
Eligibility for Refund or Replacement
Refunds or free replacements are only issued in the following circumstances:
Order Cancellation
You may request a full refund if the order has not yet been processed or dispatched (typically within 12 hours of payment).
Lost in Transit
If the courier confirms the package is lost or if the shipment exceeds 30 days without delivery.
Significant Damage
If the product arrived in a condition that renders it unusable.
Non-Refundable Scenarios
We cannot offer refunds in the following cases:
Change of Mind
Decisions to return products after they have been dispatched.
Improper Storage
Product failure due to the customer's failure to follow storage temperature requirements.
Unsuccessful Delivery
Failed delivery due to incorrect address provided by the customer or customer being unavailable for delivery.
Refund Process
Request
Submit your refund request to bree@antigenne.com within 48 hours of receipt.
Approval
Once your evidence is reviewed, we will notify you of the approval or rejection of your refund.
Payout
If approved, the refund will be processed automatically to your original method of payment within 5-7 business days.
Need Assistance?
If you have any questions about our refund policy, please don't hesitate to contact us.