At SignaGen Laboratories (“SignaGen,” “we,” “us,” or “our”), we stand behind the quality of our products and services. This Warranty Information page explains what is covered, what is not covered, and how to request support if you experience an issue.

Research Use Only (RUO): Unless explicitly stated otherwise in writing, SignaGen products are sold for Research Use Only and are not intended for diagnostic, therapeutic, or clinical use.

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1) Scope of Warranty

SignaGen warrants that, at the time of shipment and for the applicable warranty period, the product you purchased will substantially conform to SignaGen’s published specifications or the specifications stated on the product Certificate of Analysis (CoA), datasheet, or quotation/statement of work (SOW), when stored, handled, and used according to SignaGen instructions.

This warranty applies only to:

• Products purchased directly from SignaGen or an authorized distributor
• The original purchaser and the original shipping destination
• Unopened and properly stored products (unless the issue is demonstrably unrelated to opening)

Disclaimer: Because experimental outcomes depend on variables outside SignaGen’s control (e.g., protocol design, cell health, animal strain, operator technique), SignaGen does not warrant that your experiment will achieve a particular result.

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2) Warranty Period

Unless otherwise specified on the product page, CoA, quote, or SOW, the warranty period is:

• In-stock catalog reagents: 30 days from delivery
• Custom products (including custom vectors and custom services): 30 days from delivery, limited to meeting the agreed-upon release specifications in the quote/SOW and accompanying documentation
• Temperature-sensitive products shipped with cold packs/dry ice: Must be inspected immediately upon receipt and stored as instructed

If your purchase documentation includes a different warranty period, that documentation controls.

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3) What Is Covered

Depending on the product type and the documentation provided with your order, coverage may include:

• Identity and documentation: Correct product/SKU, labeling, and accompanying documentation (e.g., CoA)
• Conformance to specifications: Meeting stated release criteria on CoA/SOW (e.g., concentration/titer range, purity, endotoxin threshold, sterility/mycoplasma status where applicable and specified)
• Shipping-related damage: Damage or spoilage attributable to packaging failure or carrier-related temperature excursion, when supported by evidence and reported promptly

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4) What Is Not Covered (Common Exclusions)

This warranty does not cover issues caused by, or related to:

• Improper storage conditions (temperature, light exposure, freeze-thaw cycles, contamination)
• Use after expiration/retest date, or outside recommended handling instructions
• Deviations from recommended protocols, misuse, or use with incompatible reagents/materials
• Experimental design variables (e.g., promoter choice, serotype choice, dose selection, route of administration, animal strain/age/sex, anesthesia, injection accuracy)
• Sample quality issues provided by customer (e.g., sequence errors, template quality, plasmids/cells supplied by customer)
• Third-party modifications or repackaging
• Force majeure events and carrier delays beyond SignaGen’s reasonable control (while SignaGen will still try to help resolve the situation)

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5) Your Responsibilities Upon Delivery

To ensure eligibility for warranty support, please:

1. Inspect immediately upon arrival
   • Verify label, SKU, lot number, and quantity
   • Check for physical damage and confirm any cold-chain indicators if provided
2. Store immediately as instructed on the label, datasheet, or CoA
3. Document issues promptly
   • Take photos of the package, labels, and any damage
   • Retain all packaging materials (including dry ice box, insulation, and temperature indicators if applicable)

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6) How to Submit a Warranty Claim

To request warranty evaluation, please contact SignaGen Support and include:

• Order number (PO number if applicable)
• Product name, SKU/Catalog #, Lot #
• Shipping and delivery date
• Description of the issue and when it was observed
• Storage conditions and handling notes (temperature, freeze-thaw cycles, dilution buffers, etc.)
• Experimental context (as applicable): cell line/animal model, MOI/dose, protocol steps, timeline, controls
• Supporting materials: photos, instrument readouts, raw data, and CoA reference
• For suspected shipping issues: packaging photos + carrier tracking information

Important: In some cases, SignaGen may request that you return remaining material (or provide a small sample) for investigation. Do not discard the product until you receive instructions.

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7) Evaluation Process

After your request is received, SignaGen may:

• Review handling and protocol details
• Verify product documentation (CoA, release results, shipping records)
• Request additional data or controls (positive/negative controls can accelerate resolution)
• Perform internal testing or re-testing where feasible

SignaGen will provide a determination based on the available evidence and the product’s specifications.

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8) Warranty Remedies (If a Claim Is Approved)

If SignaGen confirms a covered nonconformance during the warranty period, SignaGen will, at its discretion:

• Replace the product, or
• Re-perform the applicable service, or
• Issue a credit or refund (as permitted by applicable policy and documentation)

The remedy above is SignaGen’s sole and exclusive obligation and your exclusive remedy under this warranty.

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9) Limitation of Liability

To the maximum extent permitted by law:

• SignaGen is not liable for indirect, incidental, special, consequential, or punitive damages (including lost profits, lost research time, or loss of data).
• SignaGen’s total liability for any claim related to a product or service will not exceed the amount you paid for the specific product or service giving rise to the claim.

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10) Disclaimer of Other Warranties

Except as expressly stated on this page or in your quote/SOW/CoA, SignaGen disclaims all other warranties, whether express or implied, including implied warranties of merchantability and fitness for a particular purpose.

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11) Authorized Distributor Purchases

If you purchased through an authorized distributor, you may be asked to initiate the claim through that distributor. SignaGen can still assist with technical evaluation, but remedies may be issued through the distributor according to their policies.

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12) Contact Us

For warranty support and technical assistance:

SignaGen Laboratories, LLC
5260 Westview Drive, Suite 100
Frederick MD 21703 USA
Email: info@signagen.com
Website: www.signagen.com