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Policy

Return Policy

Policy and support terms

Effective Date: January 14, 2025

1. Overview

NineScrolls LLC provides advanced scientific research and semiconductor processing equipment, many of which are custom-configured or built-to-order.

NineScrolls LLC accepts returns and exchanges for defective products only. Returns or exchanges are not accepted for customer preference, ordering errors, or non-defective products.

All systems are inspected and tested prior to shipment to ensure compliance with agreed specifications.

2. Eligible Returns and Exchanges

Eligible Returns

  • The product is dead on arrival (DOA).
  • The product was damaged during shipping with documented carrier evidence.
  • The delivered product materially differs from the confirmed quotation or purchase order.
  • A verified manufacturing defect is confirmed by NineScrolls technical support.

Non-Returnable Items

  • Custom-built or made-to-order equipment unless a confirmed defect is identified.
  • Equipment that has been installed, powered on, or used.
  • Consumables, spare parts, accessories, software licenses, or digital products.
  • Damage from improper installation, misuse, or unauthorized modification.

All issues must be reported within 7 days of delivery.

3. Return Authorization Process

  1. Contact NineScrolls Support at support@ninescrolls.com.
  2. Provide order details, serial numbers, and a detailed description of the issue.
  3. Obtain a written Return Material Authorization (RMA).

Unauthorized returns or exchanges will not be accepted.

4. Resolution Options

At NineScrolls' discretion, eligible cases may be resolved through remote technical support, repair of defective components, replacement or exchange, or refund only if repair or replacement is not feasible.

Approved refunds exclude shipping, customs duties, installation, and service fees unless otherwise agreed in writing.

5. Shipping and Costs

For confirmed manufacturing defects, NineScrolls will coordinate appropriate resolution. For all other cases, return shipping, insurance, and related costs are the responsibility of the customer.

6. Governing Law

This Return Policy is governed by the laws of the State of California, USA. In case of conflict, the terms stated in the signed quotation, purchase order, or contract shall prevail.

7. Technical Support First

For technical concerns, NineScrolls strongly encourages customers to contact our support team first. Most issues can be resolved efficiently through remote diagnostics, process optimization, or component-level support.

For assistance, please contact support@ninescrolls.com.