Return and Refund Policy

We want every order to work for your research. If something is not right, call 1-800-253-4942 or email info@ibisci.com and we will make it right.

Start a return

Email info@ibisci.com or call 1-800-253-4942 (Monday–Friday, 7:00 AM–4:30 PM Central) within 30 days of delivery. Include your order number and the reason for the return. We will reply with a Return Authorization (RA) number and shipping instructions. Packages sent without an RA number will be refused.

All returned products must have a Return Authorization (RA) number. Write the RA number clearly on the outside of the package and include it with the paperwork inside.

Eligible returns

• Products received are inoperable, ordered in error, or otherwise unusable.
• Equipment that is unused and complete, with all accessories, manuals and packaging.

Restocking fee

Approved returns of products that were ordered in error or are no longer needed are subject to a 25% restocking fee. The credit issued depends on the condition of the returned product. We may reduce or waive the fee depending on the circumstances, so call 1-800-253-4942 or email info@ibisci.com before you send anything back.

There is no restocking fee when we shipped the wrong item, or when a product arrived damaged, defective or failed out of the box.

Items that cannot be returned

• Refrigerated or frozen products, including enzymes, antibiotic solutions and/or other cold storage or frozen storage products.
• Opened reagents and kits, or any product whose seal has been broken.
• Hazardous materials and flammable liquids.
• Custom, special-order, specialty blending and OEM products.
• Products returned more than 30 days after delivery.

Damaged, defective or incorrect items

Inspect your order when it arrives. If a product is defective or not what you ordered, call 1-800-253-4942 or email info@ibisci.com within 5 business days of delivery with your order number. We will send a replacement or issue a credit at no cost to you.

Shipments damaged in transit are handled under our Freight Damage Responsibility Policy in the Shipping policy. Keep all packaging and take photographs before unpacking.

Product performance

If a product does not perform as described, call our technical support team at 1-800-253-4942 or email info@ibisci.com. We will help troubleshoot your protocol and, where the product is at fault, replace it or issue a credit.

Equipment repairs and warranty

Equipment is warranted for 1 year from the invoice date. Equipment that fails within its warranty period, or arrives not working, is repaired or replaced at no charge. Repairs after the warranty has expired are billed at $125 per hour, and we can send a repair estimate before any work begins. Call 1-800-253-4942 or email info@ibisci.com to get an RA number before shipping equipment for repair.

Sale and promotional items

Sale items follow the same rules as regular-priced items and are credited at the price paid.

Return shipping

Ship returns to: IBI Scientific, Attn: Returns, RA #____, 7445 Chavenelle Road, Dubuque, IA 52002. The customer pays return shipping unless the return is due to our error or a damaged or defective product. Use a trackable service for returns; we cannot credit packages that do not reach us.

Credits and refunds

Once we receive and inspect the return, we will email you to confirm whether it is approved. Approved credits or possible refunds go back to the original payment method within 5–10 business days. Orders paid by purchase order are credited to the account. If you have not received a refund after 10 business days, check with your bank or card issuer, then contact us at info@ibisci.com.

Cancellations

Orders can be cancelled at no charge before they ship. Call 1-800-253-4942 or email info@ibisci.com as soon as possible. Once an order has shipped, the return policy above applies.