Shipping and Returns

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.

To ensure proper credit/refund, each product return must have RMA # issued by CEPI. Please contact us at sales@ceproducts.ca or 1-800-535-3751 to initiate the return process. Please see below for full return procedure instructions.
Restocking Fee of 20% will be applicable to 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
Electronic components and equipment parts
Products purchased on a non-stock and/or Special-Order basis
For returns not due to Cambridge Environmental Products Inc. error, the customer is responsible for all transportation fees related to the returned product (including brokerage and custom fees where applicable).

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, modified or altered in any manner
Products which are not regular inventory by CEPI and are not able to be returned to the manufacturer such as products purchased on a non-stock and/or Special Order basis, or products not purchased from CEPI
Discontinued Products

Return Procedure

Ensure you have either the Invoice or Packing Slip or the Order Confirmation
Email sales@ceproducts.ca 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, usually within 1 business day for in stock products. Once the order is shipped (in transit) it cannot be canceled or changed. See Product Return Policy
Order Cancellation and/or Order Change can be done prior to shipping, please contact us to arrange cancellation or changes.
Restocking Fee of 20% will be applicable to 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
Electronic components and equipment parts
Products purchased on a non-stock and/or Special-Order basis

Item(s) 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).

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

Warranty

CEPI will work with you in the event of an equipment or instrument malfunction, where it may be covered under warranty. 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

Warranty & Repair Issues - A&D Products: CEPI Authorized Canadian Distributor

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)

All Other Manufacturers for Laboratory Instruments Sold by CEPI

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)