Refund policy
IMCS supplies enzymes, reagents, proteins, and chromatography consumables for laboratory use. Many of these products are temperature-sensitive, biologically active, or configured to a customer's specification, so our return terms differ from those of a general consumer store. This page explains when a product can be returned, how to start a return, and how refunds are handled. These terms work alongside the IMCS Standard Terms and Conditions, which govern all sales.
How to start a return
All returns require prior authorization. Do not ship a product back before you receive return instructions and a shipping label via email from IMCS. If you need to return an item, contact us at orders@imcstips.com with your order number and the reason for the return. Items sent back without approval cannot be accepted or refunded.
Damaged, defective, or incorrect shipments
Inspect your order when it arrives. If a product arrives damaged, defective, non-conforming, or is not what you ordered, contact us at orders@imcstips.com immediately. Include your order number and, where possible, photographs of the product and its packaging. Cold-chain products should be checked on arrival, since temperature excursions are usually apparent at delivery. Once we confirm the issue, we will replace the product or issue a refund. If the item needs to come back to us, we will provide a prepaid return label and instructions.
Products that cannot be returned
The following cannot be returned once delivered, except where they arrive damaged, defective, or non-conforming as described above:
- Enzymes, reagents, proteins, and other temperature-sensitive or biologically active products. This includes the beta-glucuronidase and sulfatase products, GM1, sphingosines, ceramides, glycans, small molecules, and activated sugars.
- Any product that has been opened or used.
- Custom-configured or special-order items, including custom-packed tips.
- Hazardous materials, flammable liquids, and gases.
We cannot resell these products once they leave our custody and cold chain, so we are unable to accept them back.
Refunds
When a return is approved, we issue the refund to the original payment method within 10 business days of receiving and inspecting the product. We will notify you once the inspection is complete and let you know whether the refund was approved. Your bank or card issuer may take additional time to post the refund. If more than 15 business days have passed since your refund was approved and you have not received it, contact us at accounting@imcstips.com.
Exchanges
The fastest way to obtain a different product is to request a return for the original item, then place a new order for the item you want once that return is approved.
Contact
For other questions, email us at orders@imcstips.com
Toll-free number: +1 (888) 560-2073