Dispute resolution and complaint process

The fastest path to resolution is direct contact. Email sales@aumictech.com or call +1 (484) 841-9341 with your order number, the instrument serial number, and a description of the problem. Include photos if the issue is physical. We respond to all complaint messages within one business day — Mon–Fri 8 AM–6 PM ET.

Once we have your order information and the description of the issue, we review our bench records for that instrument, examine any photos, and propose a resolution. Common resolutions: return and full refund, replacement unit, in-warranty repair at our cost, or partial refund for a disclosed condition issue. We aim to have a proposed resolution in front of you within 2 business days.

If direct contact does not resolve the issue to your satisfaction, submit a formal written complaint to sales@aumictech.com with the subject line "Formal Complaint." Include your full name, order number, description of the issue, what resolution you are requesting, and any prior correspondence. We respond to formal written complaints within 5 business days with a written proposed resolution.

If we are unable to reach a satisfactory resolution through direct communication, you have the right to dispute the charge with your credit card issuer or payment processor. We do not contest chargebacks filed in good faith. We respond to chargeback inquiries with our bench records and communications documentation. Your credit card issuer's timeframes and dispute process govern this step.