Effective Date: 23 Aug, 2024
Notice Version: 2.0

This Return & Refund Policy (“Policy”) applies to purchases made through SignaGen Laboratories (“SignaGen,” “we,” “us,” or “our”) via our website and any related online ordering channels.

Because many of our products are temperature-sensitive, sterile, perishable, or made-to-order for research use, returns are limited as described below.

1) Eligibility for Returns

Returns may be approved only if all the following conditions are met:

• The item is unused, unopened, and unmodified (including intact seals and original packaging).
• The return request is submitted within [X] calendar days of delivery.
• The product is not excluded under “Non-Returnable Items” below.
• The product has been stored and handled according to applicable product requirements (including temperature requirements, where applicable).

All returns require prior written authorization from SignaGen (an RMA). Unauthorized returns may be refused and returned to the sender.

2) Non-Returnable Items

Unless required by law or explicitly approved by SignaGen in writing, the following are non-returnable and non-refundable:

• Custom and made-to-order products, including (as applicable): custom viral vectors (AAV, adenovirus, lentivirus), plasmids, oligos, gene synthesis, custom conjugates/labels, and other bespoke services or products.
• Perishable, temperature-sensitive, or cold-chain products, including items shipped on dry ice or ice packs, or requiring refrigeration/freezing.
• Sterile products, opened consumables, reagents, kits, enzymes, buffers, antibodies, cell culture products, and similar laboratory supplies once opened.
• Products marked “RUO / Research Use Only” where return is not feasible due to integrity or compliance reasons.
• Items purchased through distributors or resellers (please contact the seller of record).

3) Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please notify us within [48–72] hours of delivery.

To help us resolve the issue quickly, include:

• Order number
• Product name and catalog/SKU and lot number (if applicable)
• A description of the problem
• Photos of the outer box, shipping label, insulation/dry ice (if applicable), and the product packaging

If SignaGen confirms the issue is due to our error or shipping damage, we may, at our discretion:

• Ship a replacement, and/or
• Issue a refund or credit, and/or
• Provide an alternative remedy appropriate to the product type

4) Shipping Delays and Temperature Excursions

Some products require strict temperature control. If you believe there was a temperature excursion (e.g., thawed dry ice, warm cold packs, compromised insulation), contact us within [48–72] hours of delivery and retain all packaging materials for review.

We evaluate temperature-related claims on a case-by-case basis and may request supporting documentation and photos.

5) How to Request a Return (RMA)

To request a return authorization, contact us at:

Email: info@signagen.com
Phone: 301-330-5966
Support Hours: 9:00 AM to 5:00 PM, Monday through Friday

Please provide:

• Order number
• Item(s) requested for return (catalog/SKU, quantity)
• Reason for return
• Condition of the product (unopened/unused, etc.)

If approved, we will issue an RMA number and return instructions. Returns shipped without an RMA may be rejected.

6) Return Shipping and Packaging Requirements

• Unless SignaGen confirms an error on our part, the customer is responsible for return shipping costs.
• Returned products must be packaged to prevent damage in transit and must comply with any hazardous materials, biological materials, or cold-chain shipping requirements.
• We recommend using a trackable shipping method. SignaGen is not responsible for returns lost in transit.

7) Refunds, Credits, and Processing

After we receive and inspect the returned item(s), we will notify you of approval or rejection.

If approved:

• Refunds are typically issued to the original payment method within [7–14] business days, depending on your bank/payment processor.
• Shipping charges (including expedited shipping and cold-chain fees) are generally non-refundable, unless the return is due to SignaGen’s error.
• In some cases, we may issue store credit or a replacement instead of a refund (particularly for temperature-sensitive items), where appropriate.

8) Order Cancellations and Changes

If you need to cancel or modify an order, contact us as soon as possible. We can only accommodate cancellations/changes before the order has entered fulfillment or production.

• Custom / made-to-order items typically cannot be canceled once production has begun.
• For services and custom manufacturing, fees may apply for work already performed.

9) Chargebacks and Payment Disputes

If you have an issue with your order, please contact us first so we can work to resolve it. Initiating a chargeback may delay resolution and may require additional documentation review.

10) Research Use Only and Limitation of Use

Unless otherwise stated, SignaGen products are supplied for Research Use Only (RUO) and are not intended for diagnostic or therapeutic use in humans or animals, unless explicitly labeled and authorized for such use.

11) Policy Updates

We may update this Policy from time to time. The “Effective Date” at the top indicates when this Policy was last revised. Updates apply to orders placed after the updated effective date.

12) Contact Us

If you have questions about returns or refunds, please contact:

SignaGen Laboratories, LLC
Address: 5260 Westview Drive, Suite 100. Frederick MD 21703 USA
Email: info@signagen.com
Phone: 301-330-5966