Refund policy

RETURNS AND REFUNDS

Right of Withdrawal – European Union

If you are a consumer residing in the European Union and you purchase online from QIQEN, you have the right to withdraw from the contract without giving any reason within 14 days from the date on which you, or a person designated by you, physically receives the goods.

In addition to contacting us by email, you may exercise your right of withdrawal by using the Returns and Cancellations function available in your QIQEN customer account. We will acknowledge receipt of your request through a durable medium, such as email.

After notifying us of your decision to withdraw, you must return or send the goods back without undue delay and in any event within 14 days from the date on which you communicated your withdrawal.

To exercise your right of withdrawal, contact us at support@qiqen.com, stating your order number and your intention to withdraw. We will provide you with the necessary return instructions.

The product must be returned in the condition in which it was received. You may inspect the product only to the extent necessary to establish its nature, characteristics and functioning, as you would be permitted to do in a physical store.

Return Shipping Costs

Unless otherwise stated, or where the product is defective, damaged or not in conformity with the contract, the direct cost of returning the goods is borne by the customer.

No return costs will be charged unless they have been communicated to the customer in advance.

Damaged, Defective or Incorrect Products

Please inspect your order upon delivery. If a product is defective, damaged or different from the item ordered, please contact us promptly at support@qiqen.com, providing your order number and, where possible, photographs of the issue.

In such cases, we will provide the remedy required by applicable law, which may include replacement, repair or refund, without unjustified costs to the customer.

Legal Guarantee of Conformity

Products sold by QIQEN are covered by the legal guarantee of conformity provided under applicable law.

For consumers in the European Union, the legal guarantee has a minimum duration of 2 years from delivery of the goods.

If a product is defective or does not conform to the contract, the consumer is entitled to the remedies provided by law, without costs relating to repair, replacement or the related shipping expenses.

Exceptions to the Right of Withdrawal

The right of withdrawal may not apply in the cases provided by law, including, for example, customised products, goods liable to deteriorate or expire rapidly, or sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

Any applicable exception will be indicated on the relevant product page.

Damaged, Defective or Incorrect Products

In such cases, we will provide the remedy required by applicable law, which may include replacement, repair or refund, without unjustified costs to the customer.

Legal Guarantee of Conformity

Products sold by QIQEN are covered by the legal guarantee of conformity provided under applicable law.

For consumers in the European Union, the legal guarantee has a minimum duration of 2 years from delivery of the goods.

Exceptions to the Right of Withdrawal

Any applicable exception will be indicated on the relevant product page.

Refunds

If the right of withdrawal is validly exercised, QIQEN will refund the payments received in accordance with applicable law.

The refund will be made without undue delay and, where required by applicable law, no later than 14 days from the date on which we are informed of your decision to withdraw.

QIQEN may withhold the refund until the goods have been received back or until you provide evidence that you have sent the goods back, whichever occurs first.

The refund will also include the standard delivery charges originally paid, where applicable. Any additional costs resulting from your choice of a delivery method more expensive than the standard delivery method offered will not be refunded.

The refund will be issued using the same payment method used for the original transaction, unless you have expressly agreed otherwise and provided that you do not incur any fees as a result.

Exchanges

If you would like a different item, the simplest method is to return the item purchased and, once the return procedure has been completed, place a new order.