This policy only applies to products that are sold directly from TransGen to international market, excluding P.R. China. We may encounter the following four situations:

Products you no longer want before shipping

If items are ordered incorrectly, you may remove the items from your order and request a refund within 3 calendar days from the day you place the order, which will be subjected a 20% return charge on the items plus any handling and packaging costs.

Please note that TransGen does not permit the refunds for incorrectly ordered items which have been shipped out.

Products damaged or defective

If an item arrives damaged or defective, please contact us within 10 calendar days from the receipt of the item so we can correct this problem immediately.

Products sent to you in error

We follow careful order packing procedures to ensure every item in your order is correct. If occasionally we make mistakes with packing an incorrect item, please contact TransGen within 10 calendar days from the receipt of the item. Please keep the item in the original packaging and store according to instructions on the manual. We will get back to you promptly and make sure you receive the correct product at the earliest time.

Products not working as expected

Quality is the highest priority of all our work. Therefore, if a product does not perform as described on the manual please notify us within 12 months from the delivery.

Our technical support will examine details of your protocol to determine whether the problem is protocol related or product related. For protocol-related problems, we will give you professional advice. For product-related problems, we will resend another item or offer a refund.