Return and Refund Policy

Last updated: [August 2024]

At Heisenberg Nano, we are committed to delivering high-quality scientific products and systems. Due to the specialized and technical nature of our offerings, returns are subject to the following conditions.

1. General Policy

Unless otherwise stated in writing, all sales are considered final.

Returns are accepted only under specific circumstances outlined below and must be approved by Heisenberg Nano prior to shipment.

All Heisenberg Nano products are covered by a one (1) year limited warranty from the date of delivery.

2. What the Warranty Covers

This warranty covers:

Manufacturing defects
Material defects
Functional failures under normal and intended use

If a defect is confirmed within the warranty period, Heisenberg Nano will, at its discretion:

Repair the product, or
Replace the product with an equivalent unit, or
Provide an appropriate solution agreed upon with the customer

3. Eligible Returns

We may accept returns if:

The product was damaged during shipping
The product was defective upon arrival
The incorrect product was shipped due to our error

To be eligible:

The issue must be reported within 7 days of delivery
The product must be unused and in original packaging
Proof of purchase is required

4. Non-Returnable Items

The following items cannot be returned:

Custom-made or customized products
Prototype, beta, or pre-commercial devices
Opened or used consumables (e.g., SERS chips, reagents, sensing kits)
Products damaged due to improper use, storage, or handling
Products used outside recommended operating conditions

5. Research-Use Products

Many Heisenberg Nano products are designated For Research Use Only (RUO).

Due to sample-dependent performance and user-controlled conditions:

Performance variation is not considered a defect
Results or sensitivity differences do not qualify for return

6. Return Authorization (RMA)

All returns require written approval and a Return Merchandise Authorization (RMA) number.