Return, Refund & Warranty Policy
Unhappy with your item?
If you are dissatisfied with your purchase, you may return it to us within THIRTY (30) DAYS from the purchase date subject to conditions below. Report or contact us for claims on missing items or parts, items damaged in transit, and incorrect item delivery within 2 business days upon receipt of item.
Refund & Credit
Refunds for the returned item will be issued in the same payment form used at the time of purchase. Once we receive and inspect the product, we will credit the amount to your account. Please allow 5-7 days for the credit to appear on your account.
If the item was sent back for an exchange, please allow 3-5 business days for the replacement to be processed. The buyer will shoulder the return cost when returning an item for an exchange.
Wrong Item Received
If you received the wrong item, you may exchange it for the correct item or return it for a full refund.
Please read all conditions below. If conditions are not met, Gain Express Holdings Ltd. reserves the right to refuse the return or to charge a restocking fee not less than 15%.
All returned or exchanged items must be in new condition and in their original box.
We may refuse your return or refund request if:
- The item(s) is returned without an RMA form
- The item(s) has no valid, readable serial number (if any), inluding but not limited to items with missing, damaged, altered, or unreadable serial numbers
- The item(s) was returned without all original packaging and accessories, including the retail box, manuals, cables and all other accessories originally included with the item(s)
- The item(s) exhibits physical damages or is dirty
Returning an Item
All returned items must be in good condition with complete original packaging and accessories. We reserve the right to charge a handling fee on all items returned to us for non-quality issues.
- Fill out the RMA (Return Merchandise Authorization) form and submit for our review. Once we have authorized your return request via e-mail, then proceed to step 2.
- Pack your item(s) inside a shipping box. Please write Order ID # on a piece of paper and include it inside the box.
(Please do not place stickers or shipping labels on the original manufacturer's package.)
- Ship your item(s) to a warehouse near you.
(We recommend you ship via insured ground service with a tracking number. Return shipping charges is the buyer's responsibility. Gain Express Holdings Ltd. will bear the shipping cost of the replacement. We are not responsible for lost or damaged packages.)
Once our Returns Department has received and inspected your return, your refund or exchange will be processed right away.
Returns must be done within THIRTY (30) DAYS after receiving the purchased item (unless specified) for replacement or full/partial refund, depending on what is agreeable to both parties.Product Service Warranty
All our items come with ONE (1) YEAR warranty for manufacturer defects. It does not include damage caused by misuse, accidents, abuse, alterations, neglect or other external causes.
The warranty will not extend to consumables (i.e. electrodes, calibration solution, battery, index oil), accessories, cable, compact disk and/or any written document bundled with the item.