Guiding Photonics, Inc. is dedicated to making sure our customers are satisfied with all of our hollow fiber products.
Requesting Return Authorization
Products returned to Guiding Photonics, Inc. must have a Returns Material Authorization (RMA) number. Return authorization requests can be made by contacting firstname.lastname@example.org. When possible, items should be returned in original packaging with all paperwork intact. Additional information for Non-US Customers: Guiding Photonics will not be responsible for customs fees, taxes, duties or other fees levied as a result of improper labeling or documentation. Mark “RETURN FOR REPAIR” in large letters on the outside of your shipping container. On all forms that request country of origin, write “USA,” not the country from which the item is being shipped. Write “Country of Origin: USA” clearly on the outside of your package.
Guiding Photonics Return Policy
- Warranty Returns* All Guiding Photonics standard fiber products purchased through our web site, are eligible for a full refund within 30 days of purchase if the item is returned unopened and in original packaging. See below for details on custom items.
- After 30 days, Guiding Photonics will accept returns if the item is received unopened and in original packaging. A 25% restocking fee may apply based upon time since purchase and quantity being returned. Credit will be issued only after receipt of product and evaluation of condition (shipping charges not refundable).
If you receive items that have been damaged during shipment, or find that your shipment is incomplete, please call us within 10 days for an immediate replacement or repair. After 10 days, an additional handling fee may be imposed.
Non-Warranty Returns Custom patch cables, fiber bundles, and custom optical assemblies are not returnable. Any products that have come in contact with biological specimens or hazardous materials cannot be returned. Products that are damaged due to improper handling or use are not covered by warranty; this includes damage of fiber optics due to improper coupling of high energy or high power laser beams and exceeding the minimum bend radius. Non-warranty repairs may be subject to a $50 minimum evaluation fee. Repair charges will typically include parts, labor and shipping, and will be quoted accordingly. Acceptance of the quote is required prior to any work being performed. Customer is responsible for all shipping charges, in all circumstances.
*All Risks (including those of loss or damage) pass to the Buyer upon Delivery. Guiding Photonics LLC warrants to the Immediate Buyer (and not a subsequent Remote Purchaser) that Product will be free from defect in material, workmanship, and design for a length of time dictated in the Quotation or by default, twelve (12) months from the date of Delivery of Product. Repairs and repaired or replaced parts will be warranted only until the end of the Product warranty. Guiding Photonics warranty obligations shall cease in the event of abuse, accident, alteration, misuse, or neglect by the Buyer. Reasonable care must be used to avoid hazards.