Refund policy

Thanks for purchasing products at COPAN!

We are sorry if something unexpected has happened with your order. We make returns and refunds fast and easy and keep you informed at every step of the process.

Returns and Replacements

We will accept a return of the products only if such return is made within 30 days of delivery with valid proof of purchase and provided such products are damaged or defective. To return products, you must call 1-800-216-4016 or email our Returns Department at CustomerServiceUS@copangroup.com to obtain a Return of Goods Authorization (“RGA”) number before shipping your product. No returns of any type will be accepted without an RGA number. 

Returns and Replacement Process

To start a return, you can contact us at CustomerServiceUS@copangroup.com to obtain a  Return of Goods Authorization (“RGA”) number before shipping your product. No returns of any type will be accepted without an RGA number.

We are responsible for all shipping and handling charges on items returned in accordance with this Section 4 but you bear the risk of loss during shipment. If our Returns Department so instructs you, you can discard the damaged or defective product and we will provide a replacement. If our Returns Department so instructs you, you can discard the damaged or defective product and we will provide a replacement.

You can always contact us for any return question at CustomerServiceUS@copangroup.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. After we receive your item, our team of professionals will inspect it and process your return and/or issue a replacement upon a return of a damaged or defective product. We will replace such product but not issue a refund of your purchase price. 

Exceptions / non-returnable items

Sales of UTM® Universal Transport Media items, including individual tubes and tube and swab kits are final and items are non-returnable once shipped.  We do not accept returns for hazardous materials, flammable liquids, or gases. If you have questions or concerns about a specific item, please call 951-973-2474 between the hours of 7:00am – 3:30pm Pacific Standard Time.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If anything is unclear or you have more questions, feel free to contact our friendly customer support team at  CustomerServiceUS@copangroup.com.