Returns and Refunds

Returns

You may request a return within 30 days of receiving the goods. To qualify, the product must be:

• unused, in its original condition and undamaged;
• complete, with the original packaging, labels, accessories and documentation;
• accompanied by the invoice or other proof of purchase.

To start a return, email zoranpavlovic@terraxes.com with your invoice or order number and the reason. We will review the request and, if it is approved, send instructions on how and where to send the product back. Products returned without our prior written approval will not be accepted.

Damaged, defective or incorrect products

Please inspect your delivery as soon as you receive it. If a product is damaged, defective or different from what you ordered, email zoranpavlovic@terraxes.com as soon as possible, with photos if you can. We will review the issue and agree a suitable solution with you, which may be a replacement, a repair or a refund, depending on the circumstances.

Products and services that cannot be returned

Some items cannot be returned because of their nature, safety rules or because they were made for you. This includes:

• custom-made or specially ordered products, such as electrodes made to your specification;
• chemical reagents and solutions that have been opened, and hazardous, flammable or temperature-sensitive materials;
• sensors that have been used, calibrated or conditioned;
• laboratory analyses and other services once they have been carried out.

If you are not sure whether something can be returned, contact us before sending it back.

Exchanges

To exchange a product for a different one, request a return of the original and place a new order, or ask for a new quote, once the return is approved. This makes sure the replacement is available and avoids delays.

Refunds

After we receive the returned product we inspect it to check that it meets the conditions above, and then tell you whether the refund is approved. Approved refunds are paid by bank transfer to the account that paid the invoice, normally within 14 days of approval, unless we agree otherwise or the law requires something different. When the product was faulty, damaged or wrong, we cover the return shipping; in other cases the cost of returning the product is yours. The time for the money to show in your account depends on your bank.

Your legal rights

Nothing in this policy limits any rights you have by law that cannot be excluded.

Contact

For questions about returns, exchanges, damaged products or refunds, email zoranpavlovic@terraxes.com. We aim to handle every request fairly and promptly.