Return Policy

Non-returnable: live animals

There are no returns on animals. This includes fertile eggs, day-old chicks, and any other live animals or biological stock we supply. Sales are final once animals or eggs are dispatched or collected, for biosecurity, animal welfare, and regulatory reasons.

Equipment returns — irreparable technical failure

For hardware and equipment (incubators, accessories, IoT devices, etc.), a return may be considered when Supertec has determined, after remote diagnosis and/or an authorized service visit where applicable, that the product suffers from a technical issue that is irreparable under our normal repair or replacement procedures within the applicable warranty period.

• Returns for defective or irreparable equipment require a valid Return Merchandise Authorization (RMA) issued by Supertec.
• We do not accept returns for equipment that remains repairable under warranty or that has failed due to excluded causes (see Warranty and Refund policies).

Standard eligibility (non-animal products)

Where a product is eligible for return under our standard terms (for example, change of mind or evaluation within the window stated on your invoice, if offered), you may request a return within thirty (30) calendar days from the date of delivery, as shown on proof of delivery, unless your sales agreement states a different period. Items must be in original condition with packaging, manuals, and accessories where reasonably possible, and proof of purchase is required.

• Items showing misuse, missing components, or unauthorized modification may be denied or subject to fees.
• Software licenses and digital entitlements may be deactivated when a return is accepted.

Process

Contact our support team via the channels on our Contact page or your order confirmation. We will verify your purchase, confirm eligibility, and issue an RMA when approved. Returns without a valid RMA may be delayed or refused.

1. Submit your return request with order details and the reason for return.
2. Upon approval, you will receive an RMA number and return instructions.
3. Package the product securely; label the exterior with the RMA reference.
4. Retain carrier tracking until processing is complete.

Other exclusions

In addition to live animals, the following are excluded from standard returns unless mandatory law says otherwise:

• Custom-built or made-to-order equipment that cannot be resold as standard stock.
• Opened consumables (filters, pads, single-use items) once deployed in production.
• Products from unauthorized resellers or unapproved marketplaces.
• Damage from misuse, neglect, improper installation, or operation outside published specifications.

Shipping

Unless required by law or stated on your order confirmation, return shipping costs are the customer's responsibility. Use a trackable method. Supertec is not liable for loss or damage in transit when the customer arranges return shipment.