Return & Replacement Policy: Securing Your Scientific Investment

At Optimum Solution, we are committed to empowering your research with flawless technology. As a premier laboratory equipment supplier in Bangladesh, we enforce strict quality control standards for all laboratory equipment supply.

Because B2B procurement involving sensitive analytical instruments and heavy machinery is highly complex, our return policy is tailored to ensure fairness, transparency, and operational continuity for your laboratory, pharmaceutical facility, or research institution.

1. Eligibility for Returns & Replacements

Due to the sensitive nature of scientific instruments, items are only eligible for return or replacement under specific conditions:

• Unused & Sealed: The equipment must be unused, in its original factory condition, with all manufacturer seals, manuals, and original packaging intact.

• Reporting Timeframe: Any physical damage, missing parts, or discrepancies must be reported to our support team within 3 business days of delivery.

• Defects During Setup: If a defect is identified by our engineers during the installation & commissioning phase, Optimum Solution will take immediate responsibility for troubleshooting or replacing the unit.

2. Non-Returnable Items

To maintain compliance with industry standards and hygiene protocols, the following items cannot be returned once delivered:

• Sterile laboratory consumables, reagents, and glassware.

• Customized machinery or bespoke laboratory furniture designed specifically for your facility.

• Software licenses (e.g., LIMS, SCADA) once activated.

• Equipment where factory seals have been broken by unauthorized personnel before our official calibration & validation processes.

3. The Return & Resolution Process

If you believe an item qualifies for a return or replacement, please follow these steps:

• Step 1: Technical Consultation: Before initiating a return, contact our support team for a free technical consultation. Many operational issues can be resolved remotely or through our on-site maintenance services.

• Step 2: Submit a Claim: Email your Purchase Order (PO) number, delivery challan, and photographic evidence of the defect to support@os4u.com.bd.

• Step 3: Inspection: Our factory-trained QA team will inspect the claim. If approved, we will provide an RMA (Return Merchandise Authorization) number and detailed shipping instructions.

4. Shipping, Refunds, & Replacements

• Transit Damage: If the return is due to an error on our part (e.g., wrong item shipped, damaged in transit by our logistics), Optimum Solution covers all return shipping costs.

• Replacements: For defective analytical instruments, our priority is to provide a swift replacement to minimize your lab's downtime.

• Refunds: If a replacement is unavailable, an authorized refund will be processed to the original payment method or issued as corporate credit. The refund amount will reflect the exact lab equipment price in Bangladesh agreed upon in your official PO.

5. Warranty & Post-Sale Support

Please note that a return request is different from a warranty claim.

• Once an instrument is successfully installed and commissioned, it falls under our standard 1-year comprehensive warranty.

• For long-term reliability, we highly encourage enrolling in our Annual Maintenance Contracts (AMC) for priority maintenance services and sustained accuracy.

6. Policy Exceptions

Optimum Solution reserves the right to make exceptions to this policy under special corporate circumstances. Any such exceptions will be communicated transparently in writing by your dedicated account manager.

? Need to Report an Issue?

Our dedicated B2B customer support team is available to assist you with fast, professional resolutions.

Request Technical Support | Contact Sales for Replacements

• Email: support@os4u.com.bd

• Phone: +880 1755 4545 25

• Support Hours: Saturday to Thursday, 9:00 AM - 6:00 PM