After-Sales Policy

Returns & Issue Resolution

This policy explains how Titrace handles damaged shipments, incorrect items, documentation questions, and order-resolution requests for research-use products.

Eligible issues

Contact support promptly if an order arrives damaged, incomplete, incorrect, or materially different from the confirmed order record. Include the order number, SKU, package photos, product photos, and a clear description of the issue.

Time window

Claims should be submitted within 48 hours after delivery so the package condition and shipment record can be reviewed accurately.

Return limitations

Due to research-product handling requirements, opened, used, relabeled, stored improperly, or temperature-compromised items may not be eligible for return. Resolution options depend on the item condition and review result.

Resolution options

When a claim is approved, Titrace may offer replacement, credit, refund, or another practical resolution based on availability, destination rules, and order context.

Research-use notice

Titrace products are sold for laboratory research use only and are not intended for human or veterinary use, diagnosis, treatment, or consumption.