Frequently Asked Questions
Find here the answers to the most frequently asked questions concerning orders, deliveries, payments, returns, and after-sales service for Dujardin-Salleron instruments.
Frequently Asked Questions About Our Orders and Services
1. How do I place an order?
You can order directly online on our website, by email by contacting our sales department at info@dujardin-salleron.com, or through our network of distributors (list available on the Distributors page of our site).
2. Can orders be changed or cancelled?
Unless expressly agreed by Laboratoires Dujardin-Salleron, orders are firm and final. However, for online orders, you have a 14-day right of withdrawal from the date of receipt of your order, in accordance with current regulations. For equipment already delivered and installed, an exceptional cancellation may be considered after prior agreement, with invoicing of costs related to expertise, refurbishment, transport, and potential devaluation of the equipment.
3. Are the prices displayed final?
The price charged is that in effect at the time of the order.
4. Is delivery included?
No. Processing, shipping and delivery fees are added to the total amount before validation.
5. Is there a minimum order?
Yes:
- €50 ex-VAT for metropolitan France
- €100 ex-VAT for international shipments
6. What payment methods do you accept?
Bank transfer, cheque, secure online payment and telephone payment.
7. What are the delivery times?
Delivery times are approximate and may vary depending on the destination.
8. How are shipping costs calculated?
They depend on the weight, carrier, and destination.
9. Who chooses the carrier?
The carrier is chosen by us, unless a specific request has been validated.
10. What to do at the reception?
Check the condition and quantity of products upon receipt.
11. Damaged or incomplete package?
Please note any reservations, contact the carrier, and inform us within 3 days.
12. Can I return a product?
All returns require prior written agreement.
13. Right of withdrawal
You have 14 days after receipt to exercise your right of withdrawal for online orders.
14. What's the warranty?
Instruments are guaranteed for 12 months. Reagents and consumables will be replaced in case of defect.
15. How do I contact customer support?
Please contact our sales department before making any returns. Our contact details are available on the Contact page of our website.
