Refund policy

Effective date: August 13, 2026 

Thank you for choosing NanoSoft. Because our products are precision cryoEM sample-preparation tools used in sensitive laboratory environments, this policy explains when and how items may be returned or refunded. 

30-day return window 

You may request a return within 30 days of the delivery date for most non-custom products, provided the item is: 

  • Unused, unopened, and in its original packaging 
  • In resalable condition with all original components, documentation, and accessories 
  • Accompanied by proof of purchase (order number or invoice) 

Non-returnable items 

The following items are final sale and cannot be returned or refunded except in the case of manufacturing defect or shipping damage: 

  • Custom, made-to-order, or modified products 
  • Repair services (e.g., Cassette Loading Station, Clipping Station, Aquilos/Hydra Shuttle repairs) once work has begun 
  • Items marked "Final Sale" or "Non-Returnable" on the product page 
  • Products that have been used, contaminated, or exposed to a laboratory environment 

How to request a return (RMA) 

  1. Email info@nanosoftcryo.com with your order number, the item(s) you'd like to return, and the reason for the return. 
  2. We will review your request and, if approved, issue a Return Merchandise Authorization (RMA) number and return shipping instructions within 3 business days. 
  3. Ship the item back within 14 days of receiving your RMA. Returns received without an RMA number may be refused or delayed. 

Return shipping costs 

  • If the return is due to a NanoSoft error, defective product, or shipping damage, we will cover return shipping and provide a prepaid FedEx label. 
  • If the return is due to a change of mind, ordering error, or other buyer-side reason, the customer is responsible for return shipping. We recommend insured, trackable shipping — NanoSoft is not responsible for items lost or damaged in return transit. 

Restocking fee 

A 15% restocking fee may apply to non-defective returns of instruments and higher-value equipment. This is deducted from the refund amount and will be disclosed when your RMA is issued. 

Refunds 

Once we receive and inspect the returned item, we will notify you of approval or rejection within 5 business days. Approved refunds are issued to the original payment method and typically post within 5–10 business days, depending on your bank or card issuer. Original outbound shipping charges are non-refundable except where the return is due to a NanoSoft error or defect. 

Damaged, defective, or incorrect shipments 

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at info@nanosoftcryo.com with: 

  • Order number 
  • Description of the issue 
  • Photographs of the product and packaging (including shipping label and any visible damage) 

We will arrange a replacement, repair, or refund at no cost to you. Please retain the original packaging until the claim is resolved, as FedEx may require inspection. 

Order cancellations 

Orders may be cancelled at no cost if they have not yet shipped. Once an order has been handed to FedEx, please follow the return process above. Repair services may be cancelled before work has begun; once work has begun, cancellation may be subject to a partial charge for labor and parts. 

Warranty claims 

NanoSoft products carry a one-year limited warranty against defects in materials and workmanship from the date of delivery, unless a different warranty period is stated on the product page or in accompanying documentation. Warranty claims should be submitted to info@nanosoftcryo.com with your order number, a description of the issue, and supporting photos or documentation. Remedies are limited to repair, replacement, or refund at NanoSoft's discretion. 

Contact 

NanoSoft, LLC 
1372 Main St, Coventry, RI 02816, USA 
Email: info@nanosoftcryo.com
Phone: +1 (401) 249-2190