1.Returns & Refunds Policy
Due to the specialized nature of cellular products, Ascent Research generally does not accept returns, refunds, or replacements. Exceptions may be granted upon verification under the following conditions:
- Transport Damage: If the product arrives damaged (e.g., broken vials, significant medium leakage, or lost cells), claims must include documented proof (unboxing video and photos) within 24 hours of delivery.
- Contamination: If contamination is suspected, the customer must submit a valid test report from an Ascent-approved institution within 10 business days of delivery.
- Viability Issues: If cell viability is compromised, the customer must provide trypan blue assay data within 5 days of delivery.
Return Requirements:
- Products must be unused, in original packaging, and returned with proper temperature control:
Frozen cells: dry ice
Media: Ice packs
- Customer covers return shipping; Ascent Research pays for replacement shipping.
Non-Returnable Items:
- Custom products, perishables (e.g., fresh cells), and opened consumables.
2.Product Liability & Limitations
Storage/Handling: Products may require specific storage/transport conditions (refer to product documentation or contact support team).
Proper Use: Customers must adhere to protocols and assume all risks from misuse.
Intended Use: Products are for research purposes only; unauthorized clinical or commercial use is prohibited.
3.Payment Methods
Invoice: Sent via email post-order, including itemized pricing, taxes, and shipping.
Accepted Methods:
- Credit cards (additional fees may apply; consult your bank).
- Wire transfers (contact [email protected] for bank details).
- Note: PayPal not currently supported.
Failed Payments: Ascent Research will notify the customer via email and keep the order for 24 hours waiting for the customer to re-pay. Overdue payments result in automatic order cancellation.
4.Order Processing
Confirmation: Sent within 1 business day via email.
Production/Shipping:
- Custom orders: Processed in 1–3 business days post-confirmation.
- In-stock items: Shipped within 1–3 business days.
- Issues (e.g., stockouts): Addressed within 1 business day.
Shipping Terms:
- Domestic (U.S.): FOB Origin. Risk transfers to buyer upon delivery to carrier.
- International: FCA Incoterms 2020. Buyer responsible for import duties/VAT.
5.Pricing & Taxes
Listed prices exclude taxes.
U.S. customers: Applicable state sales tax added.
International customers: Responsible for all import duties/VAT, and customs fees.
6.Privacy Policy
Your use of our services is subject to our Privacy Policy, which explains how we collect, use, and protect your data. By placing an order, you acknowledge you have read and agree to these terms.
View full Privacy Policy for questions.
7.Order Cancellation
Pre-confirmation: Cancel anytime via email.
Post-confirmation: Contact support team immediately.
Shipped Orders: cannot be canceled.
Custom Orders: Cancellation fees apply (up to 100% for in-process work).
8.Intellectual Property
All website content (text, images, software) is protected.
Unauthorized use, reproduction, or modification is prohibited.
Products sold without implied licenses to patents or proprietary methods.
9.Dispute Resolution
Governed by Washington State, USA law.
Disputes resolved first via negotiation, then litigation if needed.
Arbitration: If required, conducted in Seattle, WA (English language).
10.International Orders
Subject to export restrictions; some destinations may be excluded.
Shipping costs/times vary; contact support team for details.
Customers must provide import documentation and cover all fees (duties, VAT, etc.).
11.Additional Clauses
Warranty: Products meet specifications as described; no implied warranties (e.g., merchantability/fitness).
Export Compliance: Customers must adhere to U.S. export laws.
Limitation of Liability: Ascent Research is not liable for incidental/consequential damages.
