Return & Refund Policy

Customer Protection · Freeze Dryer Hub

Last updated: January 15, 2025

1. Return Policy Overview

We provide return protection for manufacturing defects and shipping errors while ensuring compliance with safety standards for freeze dryer machines and related equipment.

2. Return Eligibility and Timeframe

Returns are accepted within 30 days of delivery for defective, damaged, or incorrect items.

Products must be unopened, unused, and in original factory-sealed condition.

3. Return Authorization Process

An RMA (Return Merchandise Authorization) is required before any return.

Contact us with your order number and issue details to receive approval.

4. Acceptable Reasons for Returns

• Manufacturing defects
• Shipping damage (reported within 24h)
• Incorrect items shipped

Returns for change of mind or incorrect ordering are not accepted.

5. Non-Returnable Items

Opened, used, or tampered products cannot be returned due to safety regulations.

Custom orders and modified products are also non-returnable.

6. Return Shipping and Packaging

Customers cover return shipping unless due to our error.

Products must be securely packaged and shipped with tracking.

7. Inspection and Processing

Returns are inspected within 3–5 business days upon receipt.

8. Refund Processing

Refunds are issued within 5–10 business days to the original payment method.

9. Restocking Fees

No restocking fees apply for defective or incorrect items.

Other approved returns may incur up to 15% restocking fee.

10. Exchanges and Replacements

Defective products are replaced free of charge when applicable.

11. Warranty Coordination

We coordinate with manufacturers to ensure best resolution for customers.

12. Special Circumstances

Exceptions may apply in cases such as recalls or regulatory changes.

13. Customer Responsibilities

Customers must inspect deliveries promptly and report issues within required timeframes.

14. Contact Information