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Order Information

Shipping Return

For Product returns due to customer error, the following are NOT eligible for returns:
- Used Products
- Non-defective, Made–To–Order (MTO) products, including ALL custom LC column, silica gels, supplies and equipment
- Parts marked as non-returnable when ordered
- Products or parts with an expired shelf life
- Any products damaged or defective due to improper use or maintenance.

- Note: For returns due to an error by Chratec, there are no product exclusions.
- Charges –Refurbishment charges may be assessed by the entity receiving the returned product. When applicable, these charges are deducted from the credit issued to the customer. - The customer pays return freight from the customer to the Chratec location when caused by customer error.
- Return freight for all returns caused by Chratec error (Such as shipment quality) is paid by the Chratec. In these cases, neither refurbishment nor restocking fees will be applied to the customer.
- Restocking/ Refurbishment / Cancellation fees
- Customers may cancel orders, except for Made–To-Order (MTO) or Custom Products, prior to shipment at no charge; however, MTO or custom Product orders cancelled at time of shipment or returned after shipment, through no fault of Chratec, are subject to restocking fees.
- Customers will pay, when applicable, all charges for transportation and a minimum restocking charge of 30% of the original net price when it is determined that the product return is due to customer error. If, however, the return is damaged (including in-transit damage) or contaminated beyond reuse, then customer is liable for up to the full amount of the order. In addition, some customers may have restocking charges written into their contracts.

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