We do our best to design and manufacture our products to meet the requirements from our customers and our return rate has been low at all time. However, we are also aware of that our customers are uncertain about the functions and specifications of our product at the begining and would like to make a return after the purchase. While this is unlikely to happen, if you do, please be aware of the following terms and conditions relating to the returns:

• If you ordered the product from our sales or any official e-stores, 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. You will need to return the undamaged and unopened product with the original invoice and original packaging.

• If you are ordering from a reseller or distributor, please note that their return policies may vary. Please contact the dealer's after-sales service.

• Samples(if any) are to be returned together with the products.

• You will be responsible for the shipping cost.

When to make a return?

In the quality inspection after receiving the product and acceptance, if QC finds that the variety, model, specification and quality of the product do not meet the standards, the customer should keep the product according to the datasheet and initiate a return or exchnage application within 7 working days by phone or email.

We will respond within 48 hours and resolve your application within 10 working days.

Please note that return/exhange is not avaiable due to improper use, storage, and maintenance by the customers.

Special shipping care

If you are purchasing a product that requires special storage/transportation needs (e.g. dry ice, blue ice or foam package), please contact our after-sales department (support@herostem.com.cn) and we will arrange the materials delivery accordingly.