Returns & replacement policy

If a product does not perform as described on the datasheet please notify us within 120 days of delivery. Our researchers will examine details of your protocol to determine the source of the problem:

  • If it’s a protocol-related problem, ATGen will give you independent professional advice.
  • If it’s a product-related problem, a replacement or refund will be offered.

If you do not provide details of your protocol or follow our recommendations of our experts, ATGen will unfortunately not be able to issue a replacement or refund.

This offer is only valid for products purchased directly from ATGen and its authorized distributors.

If items are ordered incorrectly by the customer ATGen may consider taking them back at its discretion and dealt with on a case by case basis. A restocking fee may be charged. In the unlikely event of receiving an incorrect item, please store as indicated on the datasheet and contact ATGen as soon as possible. We will make arrangements for exchanging the product expediently. All requests for returns must have prior authorization. Items must be returned in the same or equivalent packaging (i.e. cold and insulated) as originally dispatched by ATGen.