Return & Refund Policy

Title

Last updated: April 28, 2026

At Aliencell, we value our customers' satisfaction. This policy outlines the procedures for cancellations, returns, and refunds to ensure a fair and transparent experience for our global customers. Specific terms are subject to local laws and regional policies, and certain countries or regions may have different regulations. If the return periods or refund conditions under this policy are not fully consistent with the laws of your country or region, the local laws and regulations shall prevail.

1. Order Cancellation

● Before Shipment: Orders not yet dispatched are eligible for a full refund with no cancellation fees.
● In-Transit Interception: If the order has left our warehouse but has not been delivered:    
        ○ Successful Interception: A 10% processing fee (of the total order value) will be deducted to cover carrier recall charges.
        ○ Unsuccessful Interception: If we cannot stop the shipment, please follow the standard return process upon delivery.
● Refused Delivery: If a package is refused by the recipient (except for damage during transit), a 10% service fee will be deducted from the refund.

2. 30-Day Return Policy

We provide a 30-day return window starting from the date of delivery.
● EU Customers: In accordance with EU law, you have a 14-day "cooling-off" period to withdraw from your purchase, supplemented by our extended 30-day guarantee.
● Refund Processing: Refunds are initiated after the returned items have been inspected at our warehouse.
● Timeline: Refunds are processed within 3–10 business days of receipt at our warehouse. Once issued, please allow 3–5 business days for the credit to appear in your account.

3. Return Conditions

To qualify for a refund, please ensure the following:
● Completeness: The product must include all original parts, accessories, and manuals.
● Original Packaging: Items must be returned in their original packaging. If the packaging is lost or damaged, a replacement fee may apply.
● Bundles & Gifts: Any promotional gifts included with the order must be returned. Otherwise, the retail value of the gift will be deducted from the total refund.
● Pre-Authorization: You must contact our support team and receive a Return Merchandise Authorization (RMA) and the correct return address before shipping. Items sent to unauthorized addresses or without an RMA will not be processed.
Non-Returnable Items:
● Items purchased from third-party retailers.
● Returns requested after the 30-day window.
● Customized or personalized products.
● Consumables that have been opened/unsealed (see fee table below).

4. Fees and Shipping Costs

Shipping Responsibility Reason for Return
Customer Paid Non-quality issues (e.g., changed mind, ordered wrong model)
Aliencell Paid Quality-related issues or shipping errors (we will provide a prepaid label)

Restocking & Service Fees: Based on the condition of the returned item, the following fees apply to cover depreciation and processing.

Category Condition Aliencell
Machines & Accessories Unopened/New 10% Fee
Opened (Unused) 12% Fee
Opened (Used) 15% Fee
Consumables Unopened 20% Fee
Opened Non-returnable

Note: Consumables refer to items such as material packages, filters.

5. Step-by-Step Return Process

1. Contact Support: Email Support@aliencell.com with your Order Number, Reason for Return, and Photos of the product/packaging.
2. RMA Approval: Our team will review your request within 2 business days and provide shipping instructions.
3. Shipment: Return the product using a tracked shipping service.
4. Inspection: Upon arrival, our warehouse will inspect the goods.
5. Refund Issued: Once the inspection is cleared, the refund (minus applicable fees) will be issued to your original payment method.

 

Return Warehouses (For Reference Only)

West Coast Return Warehouse
9099 E 8th St, Rancho Cucamonga, CA 91730
Tel: +1 (909) 739-3687

 

East Coast Return Warehouse
401 Mill Rd, Edison, NJ 08837
Tel: +1 (909) 568-3833

 

Important: Please contact customer support before returning any item. Aliencell will provide the correct return warehouse and return instructions based on your order and location. Returns sent without prior authorization may be refused.

6. Important Legal Disclaimers

● Partial Returns: If returning only part of a bundle, the refund will be calculated proportionally based on the bundle's discounted price.
● Chargebacks & Disputes: We encourage customers to contact us directly to resolve any issues. Initiating a bank chargeback before contacting us may delay the refund process and incur additional administrative costs.
● Right of Refusal: Aliencell reserves the right to refuse a refund if the item does not meet the return conditions outlined above.
● Policy Modifications: Aliencell reserves the right to update this policy at any time to comply with local regulations or operational changes.