Step 1: Issue Reporting. If you encounter any questions or quality issues during product use, please contact the after-sales team via: online inquiry form, customer service hotline (156-1812-7138) or email to info@aokangbio.com. Please provide the order number, catalog number and issue description.
Step 2: Case Acceptance. The after-sales team will accept your request within 1 business day and confirm details by phone or email. If additional materials (e.g., experiment photos, batch numbers) are needed, customer service will notify you promptly.
Step 3: Technical Evaluation. The technical team will conduct a professional evaluation within 2-3 business days. Common issues will receive direct solutions; for product quality issues, a quality investigation will be initiated and product recalls may be arranged if necessary.
Step 4: Solution Issued. After evaluation, the after-sales team will issue a written solution including: technical guidance, product replacement, refund or other compensation. You can track the status in My Account > After-Sales Progress.
Step 5: Solution Execution. After your confirmation, the after-sales team will execute the solution immediately. Replacement products ship within 3 business days; refunds are returned via the original payment method within 5-7 business days.
Step 6: Satisfaction Follow-up. After resolution, the customer service team will conduct a satisfaction follow-up within 7 business days to collect feedback for continuous service improvement.
Special Notice: All after-sales requests must be submitted within 30 days of receipt. Requests beyond this timeframe will not be accepted.
