Service & Support

RMA

Tosoh Bioscience is fully committed to delivering quality products and services.


Pre-packed columns, bulk resins and consumables

TSKgel column products are accompanied by a chromatogram demonstrating the performance of a test mixture on the column and by an OCS sheet that contains information about the Operating Conditions and Specifications of the column. TSKgel and TOYOPEARL bulk media products are accompanied by a Certificate of Analysis.

Despite our commitment to product quality, columns and resins occasionally perform differently than expected in a customer's application. Therefore, we ask you to inspect your TSKgel or TOYOPEARL product within 30 days of receipt by using the conditions described in the documentation supplied with the product. Within this 30-day period, please contact Technical Service to obtain a Return Material Authorization (RMA) if the product does not meet the specifications on the OCS sheet and QC document, or as listed in the Certificate of Analysis.

Hardware accessories should be inspected for damage upon delivery. If defective, please contact Technical Service to obtain a Return Material Authorization (RMA). Tosoh will replace the defective part at our expense, for a part which meets specifications.

Subject to prior written authorization, we will accept for return all columns, resins, and consumables that do not perform according to their specifications. If a product is authorized for return for reasons other than an error that can be attributed to Tosoh Bioscience or because of a product defect, there will be a restocking charge of $50 or 10% of the list price, whichever is greater.

Instrumentation

The EcoSEC GPC system and other Tosoh Bioscience instruments are installed at your facility by a Tosoh Bioscience Field Service Engineer. The installation includes a certificate that affirms that the instrument meets specifications. Once installed, instrumentation cannot be returned as instruments are covered by a Tosoh Bioscience Warranty. Every effort is made to repair your instrument or Tosoh Bioscience, at its discretion, may decide to replace your instrument during the warranty period.

Tosoh Bioscience will not accept any product returns without an RMA issued by the company. Call 800-366-4875 (option #3) to contact a Technical Service Specialist.