Refund policy

 

ClinixLynx Refund & Return Policy

Effective date: September 10, 2026 Applies to purchases made at clinixlynx.com by CLXX Animal Health, LLC d/b/a ClinixLynx Contact: support@clinixlynx.com | 336-283-5020

This policy covers equipment and consumables sold through the ClinixLynx Shopify store. It is written for licensed veterinary practices and other professional purchasers.

1. How returns work

Analyzers and other equipment: unused return allowed within 30 days of delivery if authorized first. Damaged, wrong-item, and defect claims are covered.

Reagent discs / rotors: not returnable for change of mind. Damaged, wrong-item, and confirmed manufacturing-defect claims are covered.

Reagents, calibrators, controls, and diluents: not returnable for change of mind. Damaged, wrong-item, and confirmed manufacturing-defect claims are covered.

Other dated consumables (tips, cups, tubes, cards, slides): not returnable for change of mind. Damaged, wrong-item, and confirmed manufacturing-defect claims are covered.

Sale, clearance, or “Final Sale” items: defect or shipping error only.

Gift cards: not returnable.

Custom or special-order items: defect or shipping error only.

Do not ship anything back until ClinixLynx issues a Return Merchandise Authorization (RMA). Packages sent without an RMA will not be accepted.

1. Equipment returns (analyzers and instruments)

You have 30 calendar days after delivery to request a return of eligible equipment.

To be eligible, the item must be unused and not installed in clinic workflow; in the same condition it was received; complete (all cables, accessories, manuals, power supplies, and original packaging); and accompanied by the order number or other proof of purchase.

Opened but unused equipment: if the box was opened for inspection and the unit was never placed into service, we may accept the return subject to a 15% restocking fee. Missing accessories, damaged packaging, or signs of use can reduce or void the credit.

Used or installed equipment: equipment that has been powered on in clinic use, connected to a network or PIMS (Practice Information Management System), or otherwise placed into service is not eligible for a buyer-remorse return. Warranty and support still apply. See Section 6.

Original shipping charges are not refunded on buyer-remorse equipment returns. ClinixLynx pays return shipping only when the return is caused by our shipping error, a wrong item, or a confirmed defect.

1. Reagent discs, rotors, reagents, and other dated consumables

Seamaty Qt3 reagent discs (circular and sector), other chemistry rotors, reagents, calibrators, controls, diluents, and similar dated consumables cannot be returned because you changed your mind, ordered the wrong panel, ordered more than you need, or no longer want the product.

Reason: these products have labeled expiration dates and require controlled storage. After they leave our custody we cannot verify temperature history, seal integrity, or remaining shelf life. We cannot restock them into inventory for another clinic. This exclusion applies whether the box is unopened or opened.

What is still covered. We will review and, if confirmed, replace or credit the following:

1. Wrong item shipped (SKU or product does not match the order).
2. Damage in transit (crushed carton, broken cold-chain packaging, leaking vial, cracked disc).
3. Manufacturing defect or in-run failure of a disc or reagent used before its labeled expiration date, stored per the manufacturer insert, and reported with the lot number and instrument error (if any).

Report transit damage or a wrong item within 3 calendar days of delivery. Report a suspected defective disc or reagent within 30 calendar days of the failed run, and in all cases before the labeled expiration date.

Improper storage, use after expiration, protocol error, or operator error is not a defect and is not eligible for replacement.

Do not return expired or unused leftover discs for credit. We do not operate an unused-expired-product buyback program.

1. How to start a return or defect claim

Email support@clinixlynx.com or call 336-283-5020.

Include your order number, clinic name, SKU / product name, quantity, lot number and expiration date (consumables), reason (wrong item, damage, defect, unused equipment), and photos of the carton, label, and product (required for damage or defect claims).

Wait for an RMA number and written shipping instructions. Mark the RMA number on the outside of the carton. Ship only to the return address printed on the RMA. The return address is issued with each approved RMA and is not a public drop-off address.

Items sent without an RMA, or sent to an address other than the address on that RMA, will not be accepted.

Questions: support@clinixlynx.com | 336-283-5020.

1. Inspection on arrival

Inspect every shipment the day it arrives. Photograph the outer carton before opening if it is crushed, wet, or warm when cold-chain was required. Confirm SKU, lot, quantity, and expiration date against the packing list. Contact us immediately if the item is defective, damaged, or wrong so we can evaluate the issue and correct it.

Delay beyond the windows in Sections 2 and 3 can limit the remedy we can offer.

1. Warranty is not a return

This refund policy is separate from manufacturer or ClinixLynx equipment warranty and from ClinixLynx Connect support.

Equipment that fails under warranty is repaired, replaced, or otherwise handled under the applicable warranty terms. That is not a 30-day buyer-remorse return.

A single reagent disc or rotor that fails in-run, when stored and used per the insert, is handled as a defect claim under Section 3. We replace that unit or issue credit for that unit. We do not take back the rest of an unopened box as a return.

1. Items that cannot be returned

The following are not eligible for return, exchange, or refund except where Section 3 (wrong item, transit damage, or confirmed defect) applies:

Reagent discs / rotors Reagents, calibrators, controls, and diluents Other products with a labeled expiration date Opened consumables of any kind Products stored outside the temperature or handling conditions on the label or insert Products used after the labeled expiration date Custom products, special orders, and personalized items Hazardous materials, flammable liquids, or gases (where applicable) Sale, clearance, or items marked “Final Sale” Gift cards Software licenses, subscription fees, and ClinixLynx Connect setup fees

1. Exchanges

We do not process one-step exchanges.

Return the eligible item under this policy. After the return is accepted, place a new order for the item you want. Stock and lot dating on consumables change; a new order is the only way to receive current dating.

1. Refunds

After we receive and inspect an authorized return, we will email you whether the refund or replacement was approved.

If approved: refunds go to the original payment method; approved refunds are initiated within 10 business days of inspection; your bank or card issuer may take additional time to post the credit; restocking fees, if applicable, are deducted from the refund; original outbound shipping is refunded only when the return is caused by our error, a wrong item, or a confirmed defect.

If more than 15 business days have passed since we approved the refund and the credit has not posted, contact support@clinixlynx.com.

1. Cancellations before shipment

If the order has not shipped, email support@clinixlynx.com with the order number. We will cancel and refund when fulfillment has not started.

Once a consumable order has entered picking or cold-chain pack-out, cancellation may not be possible. Equipment that has not shipped can usually still be cancelled.

1. Sales to licensed professionals; consumer cooling-off rules

ClinixLynx sells veterinary diagnostic equipment and consumables for professional use.

If merchandise is shipped to a consumer in the European Union, that consumer has the right to cancel or return the order within 14 days, for any reason, without justification, except where EU law allows exclusion for sealed goods that are not suitable for return for health or hygiene reasons once unsealed, or for goods that are liable to deteriorate or expire rapidly. An eligible EU consumer return must still be unused, in original packaging, and accompanied by proof of purchase. Request the return at support@clinixlynx.com before shipping anything back.

1. Policy changes

ClinixLynx may update this policy. The version posted on clinixlynx.com on the date of your order is the version that applies to that order.