Welcome to BP LabLine! We're committed to providing you with high-quality products and a seamless experience. Below, you'll find our clear and friendly policies on warranties, returns, refunds, and more. If you have any questions, our team is here to help—just reach out!

Warranty Policy

We stand behind our equipment and want you to feel confident in your purchase. Here's how our warranty works:

Special Notice: Some brands (such as SANS and Haier) may have additional or different warranty and service terms. Please confirm the specific conditions with us before purchase. For large-scale devices and equipment (e.g., Haier cold storage and automation solutions), the product brand usually offers tailored service and warranty coverage based on the specific specifications and model. Contact us to discover the warranty designed for your product.

Standard Warranty Coverage

•       Every piece of equipment comes with a manufacturer's warranty. The duration and specifics vary by product, so please check your product manual, or contact us for details.
• Unless otherwise noted, the standard warranty lasts for 12 months from the shipment date or 12 months from installation (if installed by our authorized team) but won't exceed 15 months from shipment. If you cannot find the warranty info from the product website page, please confirm with us.
• Important Note: Standard warranty applies to the main equipment only. Consumables are not covered under warranty.
• Replacement Parts Warranty: Any parts replaced during warranty service are guaranteed for 6 months from the date of replacement.
• To request warranty service, please email at support@bplabline.us with your product's model and serial number, order number, and a brief description of the issue.
• Please note that the warranty is void if the equipment is installed, maintained, repaired, serviced, relocated, or altered by anyone other than BP LabLine or our authorized personnel.
• The warranty is non-transferable and applies only to the original purchaser.
• We evaluate warranty claims based on three things: (1) the product is still within the warranty period, (2) the issue stems from a manufacturing defect or material failure, and (3) the product has been used and maintained according to our guidelines.

What's Not Covered

• Normal wear and tear
• Damage from accidents, misuse, adverse power conditions, or environmental factors
• Products used with incompatible equipment or unauthorized reagents
• Products with torn or altered serial numbers, factory labels, or other identifying marks
• Used products or items made to custom specifications
• Replacement parts not supplied by BP LabLine
• Products not purchased through authorized BP LabLine channels
• Improper use or maintenance of products, or failure to comply with user manuals
• Product failure due to force majeure events (such as natural disasters, labor strikes, etc.)

Warranty Service Costs

• During Warranty Period: BP LabLine will cover all costs including parts, labor, round-trip shipping, and any applicable customs fees.
• Out of Warranty Period: Customer will be responsible for all costs including parts, labor, round-trip shipping, and any customs fees.

Warranty Repair or Replacement

• For valid warranty claims, the manufacturer will repair or replace the product based on their warranty terms (check your product listing, manual, website policy or email us at support@bplabline.us).
• Repairs may use new or refurbished parts, all rigorously tested to meet our high standards for quality and safety.

Process:

• To request warranty service, please email support@bplabline.us with your product's model, serial number, order number, and a brief description of the issue (photos are helpful).
• We'll review your request and respond within 3 business days with instructions on how to proceed.

Parts & Shipping Costs:

• During warranty period: BP LabLine covers all shipping costs both to us and back to you (included in our warranty service coverage).
• After warranty period: You'll be responsible for all shipping costs.

Technical Support

• We're here to assist you before and after your purchase with technical support.
• For complex equipment (like surgical platforms or automation instruments), we offer remote or onsite training. Availability depends on your location—reach out to support@bplabline.us to learn more.
• Additional on-site training can be arranged, but customers will be responsible for travel expenses.
• Have a question? Our team is just an email or call away!

Extended Warranty Options

• Want extra peace of mind? We offer extended warranty plans for purchase. Contact support@bplabline.usto explore coverage options and pricing.

 

Return Policy

We know returns can feel daunting, especially with sensitive medical devices. Our goal is to make the process as smooth and stress-free as possible. Here's how it works:

Return Eligibility

• Return Window: Eligible items have a 90-day return policy, which means you have 90 days after receiving your item to request a return for quality issues.
• Item Condition: To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
• Proof Required: Please include your receipt or proof of purchase.
• Non-Returnable Items:
  • Final sale, clearance, or gift card items
  • Discontinued, personalized, or custom-ordered products
  • Refrigerated or temperature-controlled products
  • Reagents, diagnostics, or chemicals
  • Products shipped outside the U.S. (except where required by law, e.g., in the EU)
  • Certain medical devices (contact us for details)
  • All service part sales are final
• For safety and compliance, all returned items must be properly decontaminated. We may need to refuse returns that don't meet these standards.

Return Process

• Email support@bplabline.us with your order number and reason for return.
• If approved, we'll send you a prepaid return shipping label and instructions.
• Returns sent without prior approval will not be accepted.

Please note that returns will need to be sent to the following address:

BioPerfectus Technologies Inc

BP LabLine Returns

12 Michigan Dr, Natick, MA 01760.

Damage Claims

We want your order to arrive in perfect condition! Please inspect your package as soon as it arrives for any visible damage, like dents, tears, or crushed packaging.

• Report Damage Promptly: If something's wrong or you received the wrong item, let us know within 7 days of delivery at support@bplabline.us.
• What to Provide: Share your order number, a brief description of the issue, and clear photos of the damaged item and packaging.
• Our Response: We'll review your claim within 3 business days and prioritize your case, aiming to send a replacement as quickly as possible, depending on the manufacturer's policy. If a replacement isn't available, we'll guide you through return or refund options.

Exchanges

Need something different? The easiest way is to return the original item (once approved) and place a new order for the item you want. We'll help make it quick and simple!

 

Refunds

Your satisfaction is our priority. Here's how we handle refunds and warranty repairs or replacements:

Refund Process

• Once we receive and inspect your approved return, we'll let you know the outcome.
• If approved, your refund will be processed to your original payment method within 10 business days. Your bank or card issuer may take a bit longer to post it.
• If it's been 15 business days since approval and you haven't seen your refund, reach out to support@bplabline.us.
• Note: Original shipping charges and tax are non-refundable.

 

European Union 14-Day Cooling Off Period

• If your order is shipped to the EU, you have the right to cancel or return it within 14 days for any reason—no questions asked!
• Items must be unused, in their original packaging, with tags, and in the same condition as received.
• Please include your receipt or proof of purchase.

 

Shipping Information

We're proud to ship worldwide and make sure your order gets to you safely and on time. Here's what you need to know:

Coverage

• We offer global shipping from our U.S. or international warehouses, depending on availability and your location.

Processing Time

• In-stock products: Ship within 1-3 business days (excluding weekends and holidays).
• Backordered or custom products: Typically ship within 7-21 business days.

Delivery and Tracking

• Delivery times vary based on your location.
• We'll email you the tracking details—including the carrier and estimated delivery time—once your order has shipped.
• You can also track your order by logging into your BP LabLine account.

Address Changes

• Need to update your shipping address? Email support@bplabline.us as soon as possible.
• We'll do our best, but changes can't be guaranteed once fulfillment begins.

Lost Packages

• First, check with your local post office.
• Still can't find it? Contact support@bplabline.us, and we'll help track it down.

Cold-Chain Logistics

• For temperature-sensitive products, we use validated cold-chain packaging to keep everything safe and secure.

Important Notice for Large Equipment
For large equipment (e.g., Haier Biomedical), the listed shipping fee is an estimate and based on dock-to-dock delivery. Actual freight costs may vary. If white-glove delivery and installation are required, additional charges will depend on factors such as floor level and transportation conditions. Please contact us directly for an exact shipping quote when making a specific purchase.

 

Response Time Commitment

• We will acknowledge all warranty and support inquiries within 48 hours to let you know we've received your request and are starting our investigation.
• We'll work closely with you to provide a solution as quickly as possible, keeping you informed throughout the process.
• For urgent issues, we prioritize your case to minimize any disruption to your operations.

 

Third-Party Brand Products

For products manufactured by other brands and sold by BP LabLine:

• These products are covered by the original manufacturer's warranty and return policy
• BP LabLine's policy applies only where the manufacturer's policy does not specify terms
• We will help facilitate warranty claims and returns with the manufacturer
• When in doubt, the manufacturer's policy takes precedence

For specific warranty terms and return conditions for third-party products, please refer to the manufacturer's documentation or contact support@bplabline.us.

 

Limitation of Liability

We strive to deliver the best products and service, but BP LabLine, its subsidiaries, affiliates, and suppliers aren't liable for indirect, special, incidental, consequential, or exemplary damages (like lost profits), even if we're aware of the possibility. This limitation specifically excludes compensation for buyer's loss of profits and any direct or indirect losses caused by unexpected circumstances.

If we create custom goods based on your instructions or specifications, we're not responsible for issues related to the sufficiency, fitness, or quality of those goods tied to your provided details.

BP LabLine's total liability under this agreement shall not exceed the amount paid by the customer for the products.

 

 

Need Help?

We're here for you! Reach out to our friendly support team via:

• Email: support@bplabline.us
• Live Chat: On our website
• Schedule a Call: Use our online contact form

We may occasionally update this policy to better serve you. While we encourage you to periodically review our current terms on our website, we understand you're busy! Please note that continued use of our services indicates your acceptance of any changes. Thank you for choosing BP LabLine—we're excited to support your needs!