At ZX Vial Supplies, customer satisfaction is important to us. We strive to provide high-quality laboratory and pharmaceutical packaging products. Please read this Return & Refund Policy carefully before placing an order.
1. Eligibility for Returns
Customers may request a return if:
- The product was received damaged during shipping.
- The wrong product was shipped.
- The product has a verified manufacturing defect.
- The product received does not match the confirmed order specifications.
To qualify for a return, products must:
- Be unused and in their original condition.
- Remain in the original packaging whenever possible.
- Be reported within the applicable return period described below.
2. Return Request Period
Customers must notify ZX Vial Supplies within:
- 7 days of delivery for damaged or defective products.
- 14 days of delivery for incorrect items shipped.
Requests submitted after the applicable period may not be eligible for return or refund consideration.
3. Non-Returnable Items
The following products are generally not eligible for return:
- Customized or specially manufactured products.
- Products produced according to customer specifications.
- Clearance or discounted items marked as non-returnable.
- Products damaged due to misuse, improper storage, or customer handling.
- Products returned without prior authorization.
4. Return Authorization
Before returning any product, customers must contact us for approval.
Please provide:
- Order number
- Product name and quantity
- Description of the issue
- Clear photos showing the product condition
- Photos of shipping packaging when applicable
Unauthorized returns may be refused.
5. Damaged or Defective Products
If products arrive damaged or defective:
- Take clear photos immediately after delivery.
- Retain all original packaging materials.
- Contact our customer service team within 7 days.
After review, ZX Vial Supplies may offer one of the following solutions:
- Replacement product
- Partial refund
- Full refund
- Store credit
The appropriate resolution will depend on the nature and extent of the issue.
6. Incorrect Products
If the wrong product is shipped due to our error, we will work with the customer to provide an appropriate resolution, which may include:
- Replacement shipment
- Return authorization
- Refund after verification
7. Return Shipping Costs
If the return is caused by our error, including:
- Incorrect products shipped
- Verified manufacturing defects
- Shipping damage
ZX Vial Supplies may cover reasonable return shipping costs or provide an alternative solution.
If the return is requested for reasons not related to our error, the customer is responsible for return shipping expenses.
Original shipping charges are generally non-refundable unless otherwise required by law.
8. Refund Processing
Once the returned products are received and inspected, we will notify the customer regarding the approval status of the refund.
If approved:
- Refunds will be processed to the original payment method whenever possible.
- Processing time typically ranges from 5–10 business days.
- Actual posting times may vary depending on the payment provider or financial institution.
9. Order Cancellation
Standard Products
Orders may be canceled before shipment.
If an order has already been shipped, cancellation may no longer be possible and the standard return process will apply.
Customized Products
Customized, private-label, or made-to-order products may not be canceled once production has begun.
10. Limitation of Liability
ZX Vial Supplies shall not be liable for indirect, incidental, or consequential damages arising from the use, handling, storage, or resale of products purchased through our website.
Customers are responsible for ensuring that products are suitable for their intended applications and comply with applicable regulations in their jurisdiction.
11. Contact Us
For return requests, refund inquiries, or order issues, please contact:
ZX Vial Supplies
Website:
https://www.zxvialsupplies.com
Email:
pharmax2018@gmail.com
Contact Page:
https://www.zxvialsupplies.com/contact-us/
Business Hours:
Monday – Friday
09:00 – 18:00 (GMT+8)
Our team will respond as quickly as possible and work toward a fair resolution for all eligible claims.