After-Sales Service
1. When receiving the goods, customers should check the catalog number, packaging specification, quantity and appearance of the goods according to the packing list, and get the goods stored properly according to the product storage requirements.
2. If the outer box is found damaged or deformed, unpack for checking on site can be requested. If the package contents are found short, damaged, or inconsistent with the packing list, please reject.
3. If the outer box is intact but problems like product leakage, damage, empty bottles or content missing exist after unpacking, please contact your account manager or Technical Service (select “Report Product Issue”) within 5 working days after signing.
Kindly Reminder: Please do not return the goods without contacting us. Self return will affect the result and progression of your after-sales case. If you have such request, please fill in the Customer Return/Exchange Application Form and contact us.
1. Brief process of return and exchange
2. Reason for return/exchange and feedback channel
A. Wrong product or order cancellation: Please contact your account manager first, and confirm whether it’s possible to return or cancel the order.
B. Quality issue (including damaged inner package, leakage, empty bottles and experimental application issue of the product): Please contact Technical Service (select “Report Product Issue”) for further advice.
C. Damaged or leaked product outer package: If you have signed for the goods, please provide clear photos of the problematic products and contact Complaint Center (select “Report Product Issue”).
D. For Corning and Brand products: Please contact Complaint Center first (select “Report Product Issue”).
3. Return of products: If your return/exchange request has been accepted by us, you will be contacted by us on how to return the products.
A. Self Return: Please return the products only after receiving the confirmation from our Complaint Center (Please do not return dangerous products, including poison prone/toxic/explosion prone chemicals, by yourself
B. Pickup by Merck: Please provide the general information on the size of goods (length/width/height) in the application form
C. No physical Return: Please provide the photo of problematic products with a brief statement on the situation in the application form
4. Special Note:
A. Poison and Explosion Prone Products Considering the specialty of the products and completion of registration at Public Security Bureau, the goods cannot be returned in principle.
B. If leakage or damage happens to products with high transportation risk, no return needed.
C. For return caused by customers, please send the application to your account manager, and we will charge you 20% of the product value (minimum RMB200 if less than RMB200) as the pickup fee after confirmation on the return application.
D. If you would need exchange the products: We only support exchange between products with the same catalog number. If exchange due to ordering the wrong products, please cancel the order first and re-place the order. If the order is in delivery and cannot be canceled, please contact your account manager or call our Customer Contact Center Hotline after receiving the products.
5. We have already launched the Merck Life Science Customer Service on WeChat
For return due to damage, outer package leakage, logistics and shipping issues, you can also scan below QR code to enjoy the fast and convenient experience brought by self-report complaint. (Please obtain the sales confirmation number, i.e. order number, on the packing list or by contacting your account manager first).
Kindly Reminder: We will send the invoice together with its dishonor application form (Paper Invoice Dishonor Application Form, Electronic Invoice Dishonor Application Form). If necessary, please fill in the dishonor application form and send it to Invoice Dishonor Center together with the original invoice.
1. Notes on invoice related problems
A. If you need to change information like the company name, tax ID number, account number, address, account with bank, please contact your account manager first and you will be assisted in the information change.
B. If the change of invoice amount is larger than RMB0.5, please contact your account manager or customer services first.
C. If wrong price presents on the invoice, please get confirmation from your account manager for the correct price, and provide a statement on the problem with the correct price noted in the “Detailed Description of the Problem” Column on the dishonor application form.
D. Dishonor caused by product return complaint: Please note the order number and involved catalog number in the “Invoice Processing Demand” column.
2. Note on Invoice Dishonor
A. If the VAT special invoice has not been deducted, please return the original invoice.
B. If the VAT special invoice has been deducted, please provide the electronic credit note. The credit note needs contain information of products, quantity and amount related to the deduction part only.
3. Invoice Lost
Please contact your account manager or Customer Contact Center if you get your invoice lost. We can provide you a copy of the invoice but will not reissue it.
For customers in Chinese Mainland to enjoy the service that meet Merck's standards, and to ensure Merck products comply with safety related domestic and foreign regulations as well as the guarantee for product quality in the process of import, transportation and storage, Sigma-Aldrich (Shanghai) Trading Co., Ltd. (the "Company") was established in December 2005. All products sold in Chinese Mainland must be imported, sold and distributed by the company. Based on this:
1. The company provides after-sales service only for goods imported through the company's official import channels. For goods imported from other channels, the company does not provide guarantee for the quality during import, transportation and storage, and no after-sales service provided neither.
2. The company finds there are several distributors selling their own self-packing products under the brands and catalog numbers of Sigma-Aldrich, SAFC, Millipore, Supelco, Milli-Q, BioReliance, without permission. The company doesn’t provide guarantee for the quality of goods during self-packing and sold through such channels, and no after-sales service provided neither.
3. For customers purchasing the company’s products from distributors, please send your feedback on the products to the distributors, so the company can find the corresponding order and delivery information, investigate and analysis reason, and provide proper solution for the customers.
4. The company guarantees that the goods received by the customers are in accordance with the technical specifications indicated on the handbook of the products. If the product has a definite validity date, which is less than one year from the date of receipt, the company will provide guarantee for the product quality before the validity date, provided that the product was properly stored according to the storage conditions and the product is not opened during the storage period. If the product does not have a definite validity date, or it’s more than one year from the date of receipt, the company will provide guarantee for the product quality for one year, provided that the product was properly stored according to the storage conditions and the product is not opened during the storage period. During this period, if customer has any question regarding the product quality, please contact our Technical Support (select “Product Technical Inquiry”) and provide us with information like detailed description on the experimental model and usage procedures, experimental data, analysis data for reference and further process.
5. For more information ,please refer to General Terms and Conditions of Sale.
Useful Contact information and relevant Forms are as follows | ||
|---|---|---|
| 1 | Customer Contact Center Hotline | 8008193336 (for fixed-line telephone), 4006203333 (for cell phone) extension 1 to commercial service hotline; extension 2 to technical service hotline Working Time: 9:00-12:00, 13:00-17:30 (no service at weekends and holidays) |
| 2 | Invoice Dishonor Center Address | Merck Life Science Invoice Dishonor Center 17F, No.3, Building C, The New Bund World Trade Center, Lane 227, Dongyu Road Pudong New Area, Shanghai Tel: 4006203333 |
| 3 | Useful Forms | I. Customer Return/Exchange Application Form II. Invoice Dishonor Form - Paper Invoice III. Invoice Dishonor Form - Electronic Invoice |
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