Cancellation and Returns Policy
Order cancellation policy
If you wish to cancel an order you have placed with QIAGEN, contact your QIAGEN Customer Care at firstname.lastname@example.org. Customer Care can cancel purchase orders of standard catalogue products if the order is not ready to be shipped or is ready but has not yet been shipped. Cancellation of custom products, configured products and products not inventoried at QIAGEN may be rejected or, if cancelled, be subject to cancellation fees. All order cancellations are subject to QIAGEN Terms and Conditions.
To return a product, you must first obtain authorization for the return from QIAGEN Customer Care and QIGEN Technical Service. You will receive a returned good authorization number, and this number must be included in the shipping documentation. Some products may not be eligible for return due to regulatory or storage requirements. All product returns are subject to QIAGEN Terms and Conditions.
(a) Return of nonconforming product If you return a product you believe is nonconforming (i.e., does not conform to specifications provided by QIAGEN) and is under product warranty, QIAGEN will assess the product to verify the nonconformance. If the product is found to be nonconforming, QIAGEN will send you a replacement within 48 hours after validation items that are in stock. If QIAGEN asks you to return the nonconforming product, QIAGEN will pay for the return shipping charges.
(b) Return of special orders. Products that have been ordered by mistake can be returned 30 days from the time shipment was started by QIAGEN, provided that the products being returned remain unopened and suitable for resale, as determined by QIAGEN at its sole discretion. In addition, items that are no longer stocked, discontinued reagents and products with special storage requirements cannot be returned. You must pay for the return freight for the returned product: a credit will be issued for the invoice price of the returned product less freight costs incurred by QIAGEN for the shipment to and/or from you.
Shipping failure and defective or nonconforming policy
If a shipment fails to be delivered as scheduled, you are responsible for pursuing a claim with the corresponding freight company, and QIAGEN will provide reasonable cooperation with such endeavor. It is your responsibility to perform reasonable inspection of all deliveries. If we do not receive notification from you within 30 days after shipment, we will assume that you have accepted the product and it conforms to specification. Note that policy does not affect your rights with respect to products that develop faults or fail to perform to specifications during the applicable warranty period.