Warranty & Return Policy

All our products are guaranteed against any manufacturing defects for one year from the date of purchase. The warranty is conditional and the owner is responsible for correct operation and regular maintenance. Product defects covered by the warranty will be repaired or replaced at the discretion of Gain Express.

What the Warranty Doesn't Cover
  • Defects or malfunctions caused by misapplication and improper care contrary to the instructions in the owner’s manual
  • Performance which is not the product’s intended functionality
  • Consumable items like liquid, calibration solutions, storage solutions, electrolytes, etc.
  • Products that have been modified, altered, and/ or repaired without Gain Express’s consent
  • Products that are damaged during transit. If you experience this situation, please refer to the section below.
  • Used the item in applications that weren't part of its function
Received Damaged Product / Package

We strive to ensure that all goods will arrive complete and undamaged by doing our best to pack the packages securely. However, rough handling by the delivery company can cause damages to the products. If the package that arrived appears superficially damaged (i.e. the packaging looks damaged):

  1. Do not sign for the goods. Raise a complaint directly with the delivery representative. They will advise the complaint procedure.
  2. If you have already received and signed the package, take photos to show the damages and contact the delivery company. The complaint needs to be raised within 24 hours upon receipt of damaged product.

Also, please inform us about the incident via an email (sales@gainexpress.com) that includes your Order ID. We will also contact the delivery company from our end.

Unclaimed or Undeliverable Package

If the recipient is not available to receive their package, please contact the courier to claim packages or rearrange a delivery within the claiming period as soon as possible. If the claiming period is over, the unclaimed package will be returned. We can only refund the product cost when we have received the package. Delivery cost will not be refunded. If you wish to ship the package again, additional delivery cost will be charged.

To prevent this from happening, please monitor the delivery update of the package. The shipment details of your package will be emailed to you after shipment has been sent.

Returning for Replacement / Repair Under Warranty

Please follow our Return Procedure below. The returned products will be inspected when they arrive Hong Kong. The inspection process will take 5-10 business days. After inspection, we will send you a notification via email about the shipment of the replacement product. If no replacement product is available, the returned product will be sent for repair. Repair details will be discussed through email.

Returning Wrong Purchase Product

For return request that have reasons other than quality issues, the return request must be opened within 7 days from the date of delivery. The product's condition must be in the same condition as it was when received: whole set, unused, and in original packaging.

We will not bear the return shipping cost and we can only refund the product cost once the returned product is received and inspected. Please follow the Return Procedure below.

Return Procedure

If you need to return an item for replacement or repair under warranty, or return wrong purchased products, please read and follow this procedure carefully:

  1. Complete the Return Merchandise Authorization Form (RMA form) and send it to us via email at sales@gainexpress.com. We will get back to you within 48 hours for further instructions and return shipping address. We have warehouses for handling returns in United States, United Kingdom, Germany, Australia and so on.
    Order ID:
    Date of Purchase:
    Model No.:
    Serial No.:
    Reason for Returning:
  2. Pack and ship the product to the return shipping address emailed to you within 20 days. We suggest that you pick a shipping service with a tracking number and that the address and other details are complete and correct to prevent loss of package.
  3. Send us the tracking number via email (sales@gainexpress.com) once you have sent the package so we can be updated about the delivery status.
  4. We will begin processing your request for replacement or refund once we have received and inspected the returned item.
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