Unless otherwise agreed upon, HEROSTEM LAB provides after-sales service for all products sold.

Return & Exchange Policy

We do our best to design and manufacture our products to meet our customer's requirement, so we are confident that you will be satisfied with our products. However, we also understand that there are occasions you may have different expectations for a product, and while this is unlikely to happen, if you do, please be aware of the following terms and conditions relating to product returns:

• If you ordered the product from our official channel, you need to contact our after-sales service and submit a return request (support@herostem.com.cn or 021-58593289) within 7 days from the date of delivery of the product. You will need to return the undamaged and product with the original invoice and original packaging;

• If you are ordering from a certified distributor, please note that there might be different return policies. Please contact the dealer for after-sales service;

• When returning, you must return the free sample (if any).

• You will be responsible for the logistics costs of returning and exchanging goods.

How to get after-sales service

If you purchased the product directly from one of our sales managers, please contact our after-sales service department (support@herostem.com.cn) directly; If you purchased the product from a dealer, please contact your dealer, they will contact our customer service team, we will work together to provide you with better after-sales service, you can also send an after-sales service request directly to the above email address, we will relay it to the authroized distributor. 

Preparation of after-sales service

Before our after-sales support personnel contact you, please prepare the following information:

1. Customer's name; 

2. Customer's address; 

3. Distributor's name (if any); 

4. The catalog numbe; 

5. Contact information of the customer's QA (if any). 

If the after-sales service is related to medical products, please prepare a description of the situation, preferably with pictures, photos, videos and other materials.