Eligibility for Returns
Products purchased directly from Avam may be eligible for return under the following conditions:
Return Window
Requests for returns must be submitted within 30 days of the invoice date. Products returned after this period will not be accepted unless agreed upon in writing by Avam.
Product Condition
Products must be unopened, unused, and in their original packaging to qualify for a return. Products that have been opened, used, altered, or damaged may not be accepted.
Non-Returnable Items
- Certain products are not eligible for return. This includes, but is not limited to:
- Perishable goods
- Custom-made or special-order products
- Products marked as “Final Sale”
- Products labeled for Research Use Only (RUO) or In-Vitro Diagnostics (IVD) if they have been opened
- Hazardous materials or items that are not safe to be shipped back due to their nature
- Expired products
Return Process
To initiate a return, follow these steps:
Submit a Return Request
Contact Avam’s customer service team with the following information:
- Order number
- Item(s) being returned
- Reason for the return
- Condition of the item(s)
Return Authorization
Once your return request is reviewed and approved, Avam will provide you with a Return Merchandise Authorization (RMA) number. Returns sent without an RMA number will not be processed.
Return Shipping Instructions
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You will be responsible for shipping the product(s) back to Avam unless otherwise agreed upon. The shipping address and any special instructions will be provided in the RMA. Please ensure that the RMA number is clearly indicated on the shipping label.
- Return shipping costs will be the responsibility of the customer unless the product was defective or an error was made in your order.
- Avam is not responsible for return packages lost or damaged in transit, so it is recommended to use a traceable shipping method.
Refunds and Credits
Upon receipt and inspection of the returned item(s), Avam will process your return within 10-14 business days. Refunds will be issued as follows:
Approved Returns
A refund will be processed to the original method of payment for the purchase price of the returned product, minus any applicable restocking fees (see below).
Shipping Costs
Original shipping fees are non-refundable unless the return is due to Avam’s error (e.g., incorrect or defective item received).
Restocking Fees
A restocking fee of 15% may be applied to returns that are not the result of Avam’s error or defective product. This fee will be deducted from the refund amount.
Exchanges
Avam does not offer direct exchanges. If you wish to exchange a product, please follow the return process and place a new order for the desired item.
Defective or Incorrect Products
If you received a defective or incorrect product, please contact our customer service team within 7 days of receiving the order. Avam will provide instructions for returning the defective or incorrect product and will issue a replacement or a refund, depending on your preference.
Products Damaged During Shipping
If your product was damaged during shipment, please save all packaging materials and contact customer service immediately. You may be asked to provide photos of the damage to assist with the claims process.
Return Policy for Approved Customers
For customers who are approved for special payment terms, returns for eligible products will follow the standard process. If a product is returned within the 30-day return window and meets all conditions, a credit will be applied to your account. Avam reserves the right to apply any credits to outstanding balances before issuing refunds.
International Returns
For international orders, return policies and processes may vary. Please contact customer service for country-specific instructions and details regarding applicable shipping and customs fees.
Cancellation of Orders
Orders may be canceled only if the product has not yet shipped. Cancellations must be requested in writing by contacting customer service. Please note that custom or special-order products may not be eligible for cancellation once production has started.
Exceptions
Avam reserves the right to modify or reject any return that does not comply with this policy. Additionally, for products that fall under specific categories (such as RUO, IVD, custom orders, or hazardous materials), additional terms may apply, and such products may be subject to different or stricter return guidelines.