At Darwin Microfluidics, we want every order to meet your expectations. If something isn’t right, we’ll do our best to make the return or refund process as simple and transparent as possible.
How to start a return
All returns require prior approval from our team. Please contact us at support@darwin-microfluidics.com to request a Return Materials Authorization (RMA). Unauthorized returns cannot be accepted.
For certain sensitive products, we may also require a completed decontamination form to ensure the safety of our staff.
Customer-initiated returns
- Products can be returned within 30 days of delivery if they are unused, unopened, and in perfect resaleable condition.
- Returns are subject to a 15% restocking fee (minimum 25€/£/$).
- You are responsible for return shipping and insurance.
- For customers outside the EU, Darwin Microfluidics will handle the return logistics on your behalf to simplify the process and avoid customs issues. Please note that the associated shipping costs will still be charged to you.
- Original shipping charges are non-refundable.
Company error or defective products
If we sent the wrong item, the product arrived damaged, or the item is defective, we will take full responsibility. In these cases:
- We provide a prepaid return label or arrange a carrier pickup at no cost to you.
- Once confirmed, we will, at our discretion, repair, replace, or issue a credit for the product.
Non-returnable products
The following items cannot be returned under any circumstances:
- Consumables, reagents, diagnostics, or sterile items once opened
- Products which are expired or with an expiration date too short for resale
- Hazardous or temperature-sensitive products
- Custom-made, personalized, or discontinued products
- Products not purchased directly from Darwin Microfluidics
Refunds
Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund. Approved refunds will be processed promptly and credited back using the original payment method (minus restocking and shipping fees, if applicable).
Need help?
Our customer service team is here to help with any questions regarding returns and refunds. Please contact us at support@darwin-microfluidics.com.
