1. Policy Scope & After-Sales Acceptance Rules (Order Classification)
To standardize the after-sales process of laboratory furniture and avoid disputes over bulk orders, the Company implements a classified after-sales mechanism. All return, exchange and after-sales applications shall be handled in accordance with the order quantity rules below:
1. For scattered orders with a single purchase quantity of ≤5 sets/units: customers may directly submit after-sales, return, exchange and refund applications via the official email in accordance with the general terms of this policy;
2. For bulk orders with a single purchase quantity of ＞5 sets/units: direct after-sales applications are not acceptable. Formal inquiry and business communication must be completed before order placement. The after-sales, maintenance, return and exchange terms for bulk orders shall be subject to separate business agreements between both parties, and the general return and exchange terms on this page shall not apply;
3. All customized products, bulk discount orders and package preferential orders are non-refundable in any form once the order is confirmed and dispatched. Relevant after-sales rules shall be specified through separate business negotiations.
2. Return and Exchange Validity Period
The general return and exchange validity period for the Company’s laboratory furniture is 15 working days from the date of goods receipt.
If more than 15 working days have passed since the customer received the goods, the Company will no longer accept applications for full refunds, product exchanges and conventional after-sales services (excluding warranty maintenance services within the scope of quality guarantee).
3. Basic Eligibility for Returns and Exchanges
A product is eligible for return or exchange application only if all of the following conditions are met simultaneously:
1. The product is brand new, unused, not installed on-site, and has no commissioning records;
2. The product surface is free of dents, scratches, wear and deformation, maintaining the original factory new condition;
3. All original packaging, accessories, hardware consumables, product qualification certificates, technical documents and complete supporting materials are fully retained;
4. The product is not categorized as customized, modified, pre-installed or consumable restricted products.
4. Non-Returnable and Non-Exchangeable Products
The following products are not eligible for any returns, exchanges or refunds:
1. All customized laboratory furniture, including products with customized sizes, customized colors, non-standard structures, customized laboratory countertops and customized cabinets;
2. Complete sets of laboratory furniture and supporting equipment that have been installed, assembled, commissioned or put into use on-site;
3. Furniture, accessories and hardware parts that have been cut, drilled, polished, modified or secondarily processed;
4. Laboratory consumables, cleaning supplies, protective supplies, disposable supporting equipment and other consumable products;
5. Specially customized equipment for safety protection, hazardous chemical support, explosion-proof and anti-corrosion purposes, which cannot be returned or exchanged once dispatched from the warehouse;
6. Special-priced products, discounted products, clearance products, bundled packages and products under bulk preferential orders;
7. Bulk orders of more than 5 sets/units and orders with special business agreements (after-sales services shall be governed by bilateral agreements instead of general return and exchange rules);
8. Note: products with inherent factory quality defects are exempted from the above non-return and non-exchange restrictions.
5. Partial Refund Only (Full Return/Exchange Not Allowed)
The Company only provides partial refunds and denies full refunds and full exchanges if any of the following circumstances occur:
1. The product shows obvious installation traces, usage traces, handling wear, stains or artificial damage;
2. Complete sets of laboratory furniture and supporting equipment that have been unboxed, assembled, spliced or commissioned;
3. Product damage, missing accessories, surface damage or structural damage caused by improper customer transportation, storage or operation;
4. The above restrictions do not apply to products with inherent factory quality defects;
5. Return and exchange applications are submitted and goods are sent back more than 15 working days after goods receipt and inspection;
6. Working days exclude overseas statutory holidays, and customs clearance delays shall not be included in the time limit calculation.
6. Required Documents & Return Instructions
1. To complete any return, exchange or refund procedure, customers must provide valid purchase documents, including purchase orders, delivery receipts or official transaction records;
2. All products applying for return or exchange must be sent back to the Company’s designated after-sales address with prior written confirmation from the Company. Off-site returns/exchanges and on-site pickup returns are not supported;
Designated After-Sales Return Address: Room D507, Building 1, No. 5500 Yuanjiang Road, Minhang District, Shanghai, China
7. Refund Review & Payment Rules
1. After receiving the returned products, the Company will conduct on-site inspection, condition verification and quality acceptance. The customer will be notified via official email of the goods receipt status and refund review result (Approved / Rejected);
2. Once the refund review is approved, the refund process will be initiated. The corresponding funds will be returned to the customer’s corporate account or original payment channel via the original path within the specified working days;
3. Return shipping fees, logistics service fees and return transportation loss fees shall be borne by the customer. The Company will deduct all relevant logistics fees from the refund amount, and such fees are non-refundable.
8. Handling of Delayed or Unreceived Refunds
If the refund is not received on schedule, please follow the steps below for verification and resolution:
1. Check all transaction details of the receiving account to confirm any possible entry delay;
2. Contact the payment channel, third-party payment platform or card issuer, as system clearing delays are common for financial account refunds;
3. Consult your bank branch, as cross-border and corporate fund entry and clearing require a fixed processing cycle;
4. If the refund is still not received after the above checks, you may submit relevant information via the official after-sales email for manual assistance and verification.
9. Product Exchange Rules
1. The Company only provides exchange services for brand-new standard products with inherent factory quality defects, transit damage or functional malfunctions;
2. Exchanges are limited to identical products with the same model and specifications; product upgrade, model replacement and supplementary-payment exchange are not supported;
3. To apply for an exchange, please send an application email to the official after-sales email and ship the defective product to the designated after-sales address. New product replacement will be arranged after verification;
4. Bulk orders, customized products and discounted package products are not eligible for exchange services.
10. Return Logistics & Risk Statement
1. All returned products must be uniformly shipped to the Company’s designated after-sales address. Freight collect shipments and off-site collection are not accepted;
2. All return shipping fees, logistics risks and in-transit damage risks shall be borne solely by the customer;
3. For returns of high-value laboratory furniture, customers are recommended to choose fully trackable logistics services and purchase shipping insurance;
4. The Company shall not be liable for loss or damage of returned parcels without valid logistics documents, tracking records or shipping insurance, and successful insurance claim settlement is not guaranteed;
5. The delivery cycle of exchanged products varies according to the customer’s location and selected logistics channel, subject to actual shipment arrangement.
11. After-Sales Inquiry & Contact Information
For any inquiries regarding returns, exchanges, refunds, after-sales maintenance and order issues, please contact us via the official email below:
After-Sales Email: info@tandunshanghai.com
Scattered orders (≤5 sets/units): After-sales applications can be submitted directly via email;
Bulk orders (＞5 sets/units): Formal business inquiry and contract confirmation are mandatory in advance. All after-sales details shall be subject to bilateral business agreements.