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 the 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 has been modified, altered, and/ or repaired without Gain Express’s consent
  • Products that are damaged during transits. If you experience this situation, please refer to “Received Damaged Product or Package” below.
  • Use item in applications that weren't part of its function


Received Damaged Product or Package

We strive to ensure that all goods will arrive complete and without damage 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 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. Complaint needs to be raised within 24 hours upon receipt of damaged product. 
Then, please also inform us about the incidence and Order ID as soon as possible. We will also contact the delivery company from our end.

Delivery company will compensate the damage after the complaint process is finished and confirmed the case is valid. The compensation process can take 2-4 weeks, which subjects to the corresponding delivery company’s policy. Upon receipt of the delivery company’s compensation, we can ship the new products.

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 received the package back. 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 or 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 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 by email.


Returning Wrong Purchased Product

For return request that has reasons other than quality issues, the return request must be opened within 7 days from the date of delivery. Product's condition must be in the same condition as 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 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 email us at info@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:
             Email:
             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. Make sure that a shipping service WITH TRACKING NUMBER is chosen, and the address is correct and complete to avoid loss of package.

  3. Inform us the tracking number once you returned the package so we can be updated about the delivery process.

  4. We are going to start the process of your request for replacement or refund as soon as we have received and inspected the returned products.

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