Return & Refund Policy
Last updated: October 5, 2026
Contact ChromVale before returning any HPLC column. Eligibility is reviewed using the confirmed order terms, column condition, supplier requirements, elapsed time, and reason for the request. A written return authorization is required before anything is shipped back.
Email eric@chromvale.com and wait for written return, handling, and packaging instructions.
Start With an Assessment
Information needed to review a return or performance concern.
Provide the order reference, column name, part number, lot or serial number, quantity, reason for the request, and relevant photos or technical observations.
For a suspected performance issue, preserve the column, end caps, labels, protective packaging, chromatograms, method conditions, mobile-phase composition, system-pressure history, and troubleshooting records.
Return Eligibility
Eligibility depends on the specific order and condition of the column.
- Unopened and unused columns may be considered where the written order terms permit.
- Installed, flushed, used, contaminated, damaged, specially ordered, or custom-configured columns may have limited or no discretionary return eligibility.
- A reported performance concern does not by itself establish a product defect and may require technical assessment.
- Any applicable return period, restocking amount, refund, credit, or replacement outcome is confirmed for the specific case.
Return Authorization Process
Do not send a column back without written instructions.
- Submit the issue, order details, column identifiers, and supporting information.
- Allow ChromVale to review the likely cause and request reasonable troubleshooting information.
- Receive written return authorization, handling, and shipping instructions.
- For a used column, follow any required flushing, sealing, packaging, and safety instructions.
- ChromVale or the applicable supplier assesses the returned column before a replacement, credit, refund, or other resolution is decided.
Shipping Damage or Order Discrepancy
Preserve the shipment and report visible problems promptly.
- Keep the shipping carton, labels, protective tube, end caps, and internal packaging.
- Report visible damage, leakage, shortage, or an incorrect column as soon as practical, with clear photos where available.
- ChromVale will review the carrier, supplier, and order information and provide the next step in writing.