Refund policy
Overview
At Sequins, our synthetic reference materials and spike-in controls are manufactured and tested to meet strict quality standards.
Each product is supplied with a Certificate of Analysis (CoA) that specifies the expected performance characteristics — including target allele frequencies or concentrations.
Because these are reaserach use only (RUO) products, we do not accept returns or issue refunds unless the product fails to perform according to its CoA.
Non-Refundable Circumstances
We cannot offer refunds, exchanges, or credits in the following situations:
- Change of mind, incorrect order, or over-ordering.
- Products that have been improperly stored.
- Performance deviations due to deviation from the Sequins User Manual or user error.
- Products beyond their stated shelf life or storage conditions.
All sales are considered final, except where covered under our Performance Guarantee (see below).
Performance Guarantee
If you believe your product did not meet the performance characteristics stated in its Certificate of Analysis (CoA), please contact us within 30 days of receiving the product.
You will need to provide:
- The batch/lot number of the product.
- A copy of the CoA supplied.
- A summary of experimental conditions and results.
- Supporting QC or sequencing data showing deviation from expected performance.
Our technical team will review your information. If the issue is confirmed to be related to product performance, Sequins will, at its discretion:
- Replace the product, or
- Refund the purchase price (excluding shipping and handling).
Shipping and Handling
Shipping and handling fees are non-refundable.
Refunds, where approved, apply only to the product cost.
Contact Us
If you have questions or wish to report a product performance issue, please contact our team:
Sequins Pty Ltd
📧 support@sequins.bio
🌐 www.sequins.bio