Return & Refund Policy | SJ Freeze Dryer

Effective and last updated: 12 August 2026

These policies apply to products purchased directly from shop.sjialab.com from SJ Scientific Limited. They provide contractual information or benefits in addition to any mandatory customer rights. Nothing in them excludes, restricts, or replaces a right or remedy that cannot lawfully be excluded. Where mandatory law conflicts with these policies, that law prevails.

Scope and mandatory rights

This policy applies to products purchased directly from this store. It provides a voluntary return process in addition to rights that cannot lawfully be excluded. If mandatory law gives a customer a longer period, free return, repair, replacement, price reduction, refund, or another remedy, that law prevails.

60-day eligible return window

A standard, non-custom product may be requested for return within 60 calendar days after documented delivery. Contact us before shipping and provide the order number, model, serial number, reason for return, and photographs or other evidence reasonably relevant to the request.

Written RMA required

Every return requires written Return Merchandise Authorization (RMA). Do not send a machine or part to our office, registered office, or factory without authorization. After review, we will designate an authorized service or return location in Hong Kong or mainland China and provide packing and routing instructions. Unauthorized shipments may be refused where lawful.

Non-defective returns

Where permitted by law, an eligible change-of-mind or other non-defective return is subject to a 15% inspection, testing, repackaging, and restocking deduction calculated on the net equipment price after discounts. The customer is responsible for original outbound freight and return freight, export packing, insurance, duties, taxes, brokerage, storage, and similar charges. These amounts are not deducted from a remedy for confirmed defective, damaged, unsafe, or misdescribed goods where the seller must bear them by law.

The product must be returned with its accessories, manuals, and protective packaging in a condition suitable for safe inspection. Any additional deduction for missing items or customer-caused damage will be explained and supported by inspection findings where permitted by law.

Products not eligible for change-of-mind return

Unless mandatory law provides otherwise, made-to-order, special-order, installed, contaminated, safety-sensitive, or materially customized products are not eligible for a voluntary change-of-mind return when that restriction was identified before purchase. Selecting a standard voltage or standard option does not by itself make a product non-returnable. This exception does not remove remedies for a product that is defective, damaged, unsafe, or not as agreed.

Defects, transit damage, and dead-on-arrival reports

Record visible carrier damage on the delivery receipt where possible and notify us within 48 hours. Report a machine that does not start or operate on arrival as soon as reasonably possible, preferably within 7 calendar days. These reporting targets help preserve evidence and carrier claims; they do not waive a mandatory legal right.

For a quality claim, we may request the serial number, voltage and site conditions, error logs, measurements, photographs, a continuous diagnostic video, or suitable alternative evidence. We may guide safe remote tests and offer a covered part, repair, replacement, price reduction, return, or refund as appropriate. Do not open high-voltage or refrigeration sections or incur third-party repair costs without written authorization.

If we confirm a defect within the voluntary 60-day period and the customer lawfully rejects or reasonably declines the proposed repair or replacement, the return will not be charged the 15% deduction. If inspection instead shows that the product operates as specified or that damage was actually caused by misuse, unsuitable utilities, unauthorized modification, transport after delivery, or another excluded cause, we may charge reasonable inspection, repair, and transport costs where lawful and will provide the findings.

Cancellations

Contact us promptly to request cancellation. Before production, customization, or shipment begins, we normally cancel in full; where lawful and disclosed, we may retain only an actual non-recoverable payment-processing charge, capped at 3% of the cancelled payment. After production, procurement, customization, or shipment begins, a business order may be charged documented committed costs. Mandatory cancellation rights remain unaffected.

Inspection and refund timing

After the authorized return arrives, we will inspect it and communicate the outcome. An approved refund is issued to the original payment method, normally within 10 business days after inspection. A bank or payment provider may need additional time to post the credit. Duties or taxes paid directly to public authorities may require a separate reclaim by the importer.

Contact

Email: info@sjialab.com
Hong Kong telephone: +852 5531 6237

Include the order number and serial number when contacting us about a purchase. Do not ship equipment or parts until written RMA instructions identify the authorized Hong Kong or mainland China service location.