Refund and Returns Policy

Thank you for choosing our technical ceramic products for your research and industrial applications. Because laboratory ceramics are fragile high-precision components subject to extreme thermal and chemical environments, our return and refund policy is strictly standardized as follows to ensure fair trading terms.

1. Damage During Transit (Damaged Upon Arrival)

We implement professional anti-shock packaging to ensure safe international transport. However, due to the fragile nature of high-purity alumina ceramics, if your items arrive broken, you must report it within 48 hours of delivery (based on courier tracking time).

  • Requirements: Send an email to our support team with your order number, clear high-resolution photographs, and a brief video showing the broken items and the condition of the outer shipping box.
  • Resolution: Upon verification, we will arrange a priority replacement shipment or issue a partial/full refund for the damaged pieces at our discretion. Claims made after the 48-hour window will not be honored.

2. Strict Exclusions from Warranty (User Error)

Technical ceramics require strict adherence to Standard Operating Procedures (SOPs). We do not accept returns, refunds, or replacements for product failures caused by operational errors, including but not limited to:

  • Thermal Shock Cracking: Cracking caused by exceeding the maximum recommended heating or cooling rate (5°C per minute).
  • Improper Pre-Conditioning: Failure to perform the required moisture bake-out procedure before the first high-temperature cycle.
  • Chemical Contamination: Corrosion, structural degradation, or surface “powdering” caused by aggressive chemical attacks, incompatible reactive fluxes, or molten metals beyond our stated material limitations.
  • Improper Handling: Physical drops, mechanical stress, or chips caused by laboratory tools (e.g., crucible tongs) during handling.

3. Standard Returns for Unused Items

If you change your mind or ordered the wrong dimensions, you may request a return within 14 days of delivery, under the following conditions:

  • The items must be 100% unused, unheated, and uncontaminated, remaining in their original factory anti-shock packaging.
  • Shipping Costs & Duties: The buyer is fully responsible for all return international shipping freights, tracking services, and any import customs duties incurred when entering our fulfillment warehouse.
  • Restocking Fee: A 15% restocking fee will be deducted from the final refund amount to cover original sorting and inspection costs.
  • Refunds will only be processed after our quality control team inspects the returned items and confirms they are in resalable condition.

4. Custom and Bulk Orders

  • All custom-manufactured dimensions, ultra-high purity (>99.5% $Al_2O_3$) specialty batches, and bulk orders (>50 pieces) finalized via offline Proforma Invoices (PI) are considered Final Sale and are entirely non-returnable and non-refundable unless a manufacturing defect in material composition is proven via verifiable laboratory analysis.

5. Order Cancellations

Orders can only be canceled free of charge before the shipment is dispatched from our facility. Once the package has been handed over to international couriers (FedEx/DHL), the order cannot be canceled or recalled.

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