Returns & Refunds

This policy covers equipment and physical goods bought from ConductScience and Maze Engineers. Contact us before sending an item back.

This revision applies to new purchases from October 6, 2026. Earlier purchases and approved remedies remain subject to their agreed terms. A written agreement for your order controls any different terms expressly agreed with us. Applicable rights that cannot legally be excluded remain unaffected.

• Eligible items must reach us within 30 calendar days of receipt, unless we authorize a later return in writing before you ship.
• Products must be unopened and unused, in original packaging, with all accessories and documentation and any security seals unbroken.
• A proof of purchase or receipt must be included in the return package.
• Use tracked and insured shipping. You pay return shipping for nondefective items.

1. Email info@conductscience.com with your order number, item, serial number if present, and reason for return.
2. Obtain written return authorization with a return merchandise authorization (RMA) number before shipping. It will state the approved remedy, applicable fees, shipping deadline, packing instructions, and any inspection conditions.
3. Disclose animal use and any biological or hazardous exposure. Obtain our handling instructions and provide the requested decontamination declaration before shipping used equipment for an approved defect or warranty claim. Do not send contaminated goods without our written handling approval.
4. Include proof of purchase, such as a receipt, delivery note, or invoice, and a note listing the returned items, reason for return, and original order number.
5. Ship securely with all included accessories and packaging using a registered/trackable courier service.
6. For international returns, follow the provided customs instructions and describe the returned goods accurately.

If you cannot meet the stated deadline or need packing help, contact us before shipping. An expired authorization requires written reapproval. A new shipping label alone does not change the agreed remedy or deadline.

We will record any approved extension in writing. An authorization deadline does not by itself extinguish a valid warranty claim, an existing agreement, or mandatory legal rights.

• We inspect returned items against the written authorization and notify you of the result. Any refund amount, deductions, and processing timeframe will be confirmed in writing.
• Approved refunds go to the original payment method where available. If it cannot receive the refund, we will agree another monetary payment method with you.
• A 4% administrative and restocking fee applies to the price paid for returned nondefective items, excluding tax and shipping.
• Shipping fees are non-refundable unless due to an error or product defect.
• Store credit replaces an agreed monetary refund only with your written agreement. A fiscal-year close or payment-system limit does not by itself convert a refund into store credit.

If you receive a product that is:

• Damaged in transit
• Defective upon arrival
• Incorrectly shipped

Please notify us within 48 hours of receipt. We will provide return instructions and may offer a:

• Replacement item (at no cost), or
• Full refund, including return shipping

In these cases, we will cover all associated shipping costs.

The 4% nondefective-return fee does not apply to confirmed arrival defects or our shipping errors. Include your order number, a description, and photographs where available. Keep the packaging for inspection.

The 48-hour notice concerns problems apparent on arrival. If a defect becomes apparent later, contact us promptly for assessment under the applicable warranty or other agreed rights.

Unless your order includes different written warranty terms, ConductScience provides the original purchaser with a one-year warranty from the purchase date for defects in materials or workmanship.

For a covered defect, we will repair or replace the unit at our discretion, subject to the applicable warranty terms and legal rights. Warranty service is separate from the 30-day nondefective-return window.

The warranty excludes damage caused by misuse, neglect, abuse, accidents, or normal wear. Intended animal use alone does not void a defect claim. A replacement carries the remainder of the original warranty period.

Contact us during the warranty period and obtain written return authorization before shipping. The customer pays inbound warranty shipping, except for confirmed arrival defects, shipping errors, or a different written agreement.

Expiry of the warranty period does not itself cancel an existing approved claim or refund agreement. Product-specific warranties and ConductCare service agreements retain their stated coverage and start dates.

If a shipment is unclaimed or returned to ConductScience:

• You may choose to have it re-shipped (additional shipping charges apply), or
• Receive a refund minus the original shipping fee and the 4% administrative and restocking fee described above.

These deductions do not apply to confirmed arrival defects or our shipping errors.

• Orders cannot be changed or canceled once processing begins, except where we agree otherwise in writing or applicable law requires it.
• If we approve cancellation before shipment, a 4% cancellation fee applies to the price of the canceled items, excluding tax and shipping.

This cancellation rule does not remove the return or warranty rights described above.

We do not accept nondefective returns of:

• Opened, used, or damaged items
• Items used with or on animals, including animal trials, testing, or demonstrations. Cleaning or decontamination does not restore ordinary return eligibility.
• Items exposed to animal tissue, bodily fluids, biological samples, or other hazardous contamination.
• Products with broken safety seals
• Custom-built, made-to-order, sterile-use, or temperature-sensitive goods
• Products that reach us more than 30 calendar days after receipt, unless we authorized a later return in writing before shipment.

These exclusions concern nondefective returns. Report a suspected defect or warranty issue through the procedures above, even if the item has been used.

Standard Care is included with every ConductScience product purchase and is non-transferable. It activates the day your equipment ships and runs for 12 months. See ConductCare for service coverage.

Extended Care plans are refundable within 30 days of purchase if no service claims have been made. After the 30-day window, refunds are pro-rated by month for unused coverage.

For on-site engineer visits, we charge for engineer time and travel. With at least 5 business days' cancellation notice, scheduled labor is refunded; travel costs already incurred remain billable. Scheduled visits are otherwise non-refundable.

Questions about your return? Contact us at info@conductscience.com or call +1 847 983 3672.

Conduct Science, Inc., 5250 Old Orchard Rd, Suite 300, Skokie, IL 60077