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Policies

Please read the following carefully, this policy contains important information including limitations of liability.

Agreement

In these Terms & Conditions “CEPI”, “We” or “Us” means Cambridge Environmental Products Inc, and “You”, “Your”, “Customer”, “Purchaser” or “Buyer” means the person who accepts these Terms & Conditions; Product Return, Order Change/Cancel, Damage, Warranty Policies by using this website and including the purchase of products through the website

Product Return Policy

  • All returns must be authorized by Cambridge Environmental Products Inc in order to insure proper credit/refund and must be requested within 3 days from delivery date for all laboratory supplies, and 30 days from the invoice date for all laboratory instruments.
  • Returns are subject to restocking fee
  • For returns not due to Cambridge Environmental Products Inc. error, customer is responsible for all transportation fees related to the returned product (including brokerage and custom fees where applicable). To ensure proper credit/refund, each product return must have RMA # issued by CEPI.
  • Returns must be shipped and packaged in manner to deter damage during transport. If damage occurs due to poor packaging, credit/refund will be voided.
  • Returns must be trackable/traceable via courier or registered mail, and tracking # is to be forwarded to CEPI.
  • Returns must be in transit within 10 business days from RMA issuance.
    • Products not authorized for return include:
      • Products not in completely resalable condition (including products with damaged, missing or defaced labeling or packaging)
      • Chemicals, Culture Media, Reagents products
      • Electronic components and equipment parts
      • Balances/Scales boxes that have been opened
      • Laboratory instruments, apparatuses, laboratory supplies (including glass and plastic ware) that have been used in any manner
      • Laboratory instruments, apparatuses, laboratory supplies (including glass and plastic ware) that have been modified or altered
      • Products which are not regular inventory by CEPI and are not able to be returned to the manufacturer.
      • Products purchased on a non-stock and/or Special Order basis
      • Products not purchased from CEPI
      • Discontinued products

Return Procedure

  • Ensure you have either the Invoice or Packing Slip or the Order Confirmation
  • Email [email protected] a copy of one of the documents listed above or the following information:
    • Company Name and/or Customer Name, Address, and Telephone #
    • Invoice # and/or Sales Order #
    • Product # and quantity that you would like to return, and serial # (if applicable) which can be found on the Invoice, Packing Slip, or on the outside of product box
    • Reason for Return
  • You will be contacted within 72 hours between Monday to Friday during regular business hours via email or by telephone after receipt of your return request

Order Cancellation/Order Change

  • Orders are filled and shipped as soon as possible, once the order is shipped (in transit) it cannot be cancelled or changed. See Product Return Policy
  • Order Cancellation and/or Order Change can be done prior to shipping,
  • Restocking Fee will be applicable to the following products
    • Products which are not regular inventory by CEPI and are not able to be returned to the manufacturer such as:
      • Chemicals*, Culture Media*, Reagents products*
      • *Above items are non-refundable 24 hours after order received
      • Electronic components and equipment parts
      • Products purchased on a non-stock and/or Special-Order basis
    • Contact us via email [email protected] or by telephone 519-473-1953 or 1-800-535-3751

Item(s) Are Damaged in Transit

In the unlikely event that you receive a product that has been damaged in transit, please contact CEPI immediately. All damaged in transit claims must be made within 3 days of receipt of goods.

If the fault is reported within the first 3 days from delivery, you will be supplied with either a replacement product, or refund for the value of the product and applicable taxes (freight/shipping charges are non-refundable).

                  or

If the order was shipped on your personal or company courier account, please contact your courier to register a claim.

Laboratory Instruments Warranty & Repair Issues

                  A&D Products: CEPI Authorized Canadian Distributor

                  Canadian End Users         

  • CEPI will arrange for repair or replacement of your unit if it is under warranty and was sold by CEPI. If the manufacturer determines that the issue is not covered by warranty (example: unit was dropped, water damage, damage due to electrical power surge, or other external cause, damage caused by use with another product or by operating the product outside manufacturers intended parameters, misuse or abuse, if serial # has been removed or defaced), you will be provided the option of having the unit repaired under a Flat Rate Repair Fee + Freight Costs
  • Non-Warranty units can be repaired under a Flat Rate Repair Fee + Freight Costs
  • Please provide the following information:
    • Company Name and/or Customer Name
    • Ship to Address, Telephone #, Email
    • Model of unit and serial #
    • Description of what the issue is (what is it doing or not doing)

American End Users

  • Contact the manufacturer A&D directly for Warranty & Repair Issues at 1-800-726-4940
  • Ensure you have the following information at hand
    • Model of unit and serial #
    • Description of what the issue is (what is it doing or not doing)
  • The manufacturer will determine if it is a warranty or non-warranty issue.
  • The manufacturer will provide you with an RMA# prior to sending in the unit. Ensure you keep this #, as this is how you can follow up/track your unit with the manufacturer.
  • Ship the unit to the manufacturer by a trackable/traceable method (preferably by courier) and include your contact information and the RMA#.

All Other Manufacturers for Laboratory Instruments Sold by CEPI

Canadian End Users         

  • CEPI will arrange for repair or replacement of your unit if it is under warranty and was sold by CEPI.
    • If the manufacturer determines that the issue is not covered by warranty (example: unit was dropped, water damage, damage due to electrical power surge, or other external cause, damage caused by use with another product or by operating the product outside manufacturers intended parameters, misuse or abuse, if serial # has been removed or defaced), you will be advised of your options prior to any further work is performed
  • Please provide the following information:
    • Company Name and/or Customer Name
    • Ship to Address, Telephone #, Email
    • Model of unit and serial #
    • Description of what the issue is (what is it doing or not doing)

American End Users

  • Contact the manufacturer directly for Warranty & Repair Issues
  • Ensure you have the following information at hand
    • Model of unit and serial #
    • Description of what the issue is (what is it doing or not doing)

Warranty will not apply in respect of a product:

  • If the product has not been installed, operated, maintained or used in accordance with the manufacturer’s instructions or specifications.
  • If the factory-applied serial number has been altered or removed from the product
  • Has suffered damage, malfunction or failure resulting from alterations, any alteration (hardware or software), accident, misuse, abuse, fire, liquid spillage, miss-adjustment of customer controls, use on an incorrect voltage, power surges and dips, thunderstorm activity, force majeure, voltage supply problems, tampering or unauthorized repairs by any persons, use of defective or incompatible accessories, the operation of a computer virus of any kind, exposure to abnormally corrosive conditions or entry by an insect, vermin, or foreign object in the product
  • To damage arising during transportation, installation or while moving the product
  • To any third-party software or hardware not contained in the product as originally configured by the manufacturer
  • To any failure, to the extent that the failure is not a failure of the product to perform in accordance with it specifications
  • To replacement or repair of any consumables (including batteries, lamps, and cables) or lost parts or accessories
  • To service and support of any software operating system or application installed on any product, except to assist in restoring the product to its factory default setting