After-Sales Policy

1. Product-Related Issues

If a product fails to meet specifications due to manufacturing or quality defects, Brain Case will take full responsibility under the following conditions:

Scope:
-Incorrect product delivered (e.g., wrong construct, vector, or labeling)
-Failure to meet agreed technical specifications (e.g., titer, purity, sequence accuracy)
-Product degradation due to confirmed internal handling or packaging issues

Resolution Options:
-Free replacement of the product
-Re-production of the order
-Partial or full refund (case-dependent)

Requirements:
-Claims must be submitted within 7–14 days of receipt (depending on product type)
-Supporting data must be provided (e.g., QC results, experimental validation)
-Product must have been stored and handled according to provided guidelines

2. Sales-Related Issues

This applies to cases not caused by product quality, but arising from ordering, communication, or customer-side decisions.

Examples:

-Order placed with incorrect specifications confirmed by the customer
-Change of project scope after production has started
-Duplicate or unintended orders

Policy
-Orders that have already entered production are non-cancellable and non-refundable
-If production has not started, cancellation may be accepted with an administrative fee
-Modifications may incur additional costs depending on production stage

Note:
Brain Case will make reasonable efforts to assist customers in minimizing losses, but cannot assume liability for customer-side decision errors.

3. Force Majeure & Special Circumstances

Brain Case is not liable for delays, damages, or losses caused by events beyond reasonable control, including but not limited to:

-Political or regulatory changes (e.g., export restrictions, customs holds)
-Extreme weather events (e.g., hurricanes, floods, earthquakes)
-Third-party logistics disruptions (e.g., courier delays, cold-chain failure not caused by improper packaging)
-Public health emergencies or other force majeure events

Policy:
-Brain Case will assist in providing documentation and support for claims with logistics providers (if applicable)
-Re-shipment or re-production may be offered at a discounted rate on a case-by-case basis

Notes
-All claims must be submitted in writing with sufficient supporting documentation
-Brain Case reserves the right to evaluate each case individually
-This policy applies unless otherwise specified in a signed agreement or quotation

4. Cold-Chain Policy

This policy applies to products requiring controlled temperature during shipping, including AAV and lentiviral vectors.

Shipping
-Products are shipped with validated cold-chain packaging (e.g., dry ice)
-Packaging is designed to maintain required temperatures during normal transit

Upon Delivery
-Inspect the package immediately upon arrival
-Confirm cold-chain condition (e.g., dry ice present, package intact)
-Transfer to proper storage (e.g., -80°C) without delay

Reporting Issues
-Report any temperature or packaging issues within 24 hours of delivery
-Provide photos and relevant details to support your claim

After-Sales Support
-If the issue is caused by Brain Case → free replacement
-If caused by shipping delays or handling → support provided; discounted replacement may apply

Important Note
Delays in receiving or improper storage after delivery may affect product quality and limit eligibility for claims.

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