Sales Terms

Solution Instruments ships products throughout Canada and internationally. Parcel shipments are normally sent by established carriers such as FedEx, UPS, or DHL. Some orders may be dispatched directly from a manufacturer or authorized supply facility. Large or heavy equipment may be shipped by air freight, ground freight, or ocean freight where appropriate.

The shipping origin, delivery method, estimated delivery time, and applicable freight charges will be confirmed in the quotation or order documentation.

Small in-stock items are normally processed within two to three business days. Solution Instruments maintains stock for many standard products; non-stock items normally require approximately one to three weeks before dispatch, although manufacturer lead times may vary.

Ground shipments within Canada normally arrive within two to seven business days after dispatch. Expedited services may be available. Delivery estimates and known lead times will be provided in the quotation, order confirmation, or confirmation email.

Emergency order processing or delivery may be requested and will be evaluated case by case.

Shipments are insured where stated in the quotation or shipping documentation and are subject to the carrier's or insurer's applicable terms.

Customers must inspect the shipment before signing the delivery receipt whenever possible. Visible damage should be noted on the carrier's receipt, photographed, and reported to Solution Instruments immediately and no later than 24 hours after delivery. Concealed damage, shortages, or incorrect items should be reported within five business days.

Customers should retain the product, packaging, pallet, and all shipping materials until the claim has been reviewed. Failure to document damage or provide timely notice may affect the ability to recover from the carrier.

For domestic parcel shipments, Solution Instruments normally uses FedEx or UPS for packages within carrier size and weight limits. Larger products are shipped by commercial freight.

Limited-access delivery, appointment delivery, lift-gate service, inside delivery, redelivery, storage, remote-area delivery, and other special handling charges are the customer's responsibility unless expressly included in writing.

For international parcel shipments, DHL Express is generally preferred, followed by FedEx. Air freight or ocean freight may be used where product size, destination, timing, or cost makes it appropriate. Shipping rates are quoted according to current carrier pricing.

An order may be cancelled without charge if processing has not begun. Once purchasing, production, customization, export preparation, or shipment has started, cancellation charges may apply.

Defective products are handled under the applicable warranty or claims policy. Non-defective, unused products may be returned only with prior written approval. Every return requires a Return Merchandise Authorization, or RMA, before shipment.

Approved returns must remain unused, undamaged, complete, and in the original packaging. A restocking fee of 10% to 25% may apply to non-defective returns. The customer will be advised of the applicable fee before the return is authorized. Used products and products damaged by the customer are not returnable.

Customers requiring a quotation for an institutional purchasing or purchase-order process should provide their legal business or institutional name, billing and delivery information, purchasing contact, and the products and quantities requested.

Solution Instruments will work with the customer's purchasing personnel and provide available product, pricing, freight, lead-time, and payment information required to process the order.

Special requirements must be disclosed before an order is placed. A special requirement may affect product selection, compliance, cost, price, production time, freight, or installation requirements and may require a revised quotation.

Solution Instruments will make reasonable efforts to accommodate customer requirements but cannot guarantee that every request can be fulfilled. We aim to provide an initial response to a special-order inquiry within one business day.

Customization may be available for selected research instruments and equipment where the applicable manufacturer confirms that the requested modification is technically feasible, safe, and compliant.

Special configurations must be discussed before an order is placed and may require engineering review, a revised quotation, and additional lead time.

Customization is not available for every product. Meling Biomedical products may not be modified, relabelled, or reconfigured unless the requested change is expressly approved in writing by the manufacturer and Solution Instruments.

Warranty coverage varies by manufacturer, product, and configuration. The applicable warranty is stated in the product listing, quotation, sales order, manufacturer-specific warranty policy, or other written documentation.

Unless otherwise stated in writing, equipment and instruments supplied under the VivTek product line include a one-year standard limited warranty and lifetime technical service support. Consumable parts and normal replacement items may be excluded where stated before the order is processed.

Meling Biomedical powered refrigerators and freezers are governed by the Meling Biomedical Limited Warranty & Service Policy below.

To the extent permitted by applicable law, Solution Instruments' aggregate liability for a product is limited to the price paid for the product giving rise to the claim. Solution Instruments is not responsible for indirect, special, incidental, or consequential loss, including experiment failure, loss of data, loss of stored materials, business interruption, or loss caused by improper handling, unauthorized modification, misuse, or operation contrary to the manufacturer's instructions.

To request warranty or technical service, use the Contact Us form, email service@solutioninstruments.com, or call 226-606-8069.

Please provide the customer name, order or invoice number, manufacturer, model, serial or lot number, installation location, a description of the issue, and any relevant photographs, videos, alarm information, or operating records.

Solution Instruments normally begins with remote diagnosis. Based on the technical findings, the next step may include further troubleshooting, replacement parts, onsite service, return evaluation, or another appropriate corrective action.

Safety Data Sheets, or SDS documents, are available for applicable chemical and hazardous products where required. Customers are responsible for making relevant safety information available to users and for handling, storing, using, and disposing of products in accordance with the SDS, product instructions, and applicable laws.

Personal information is handled according to the Solution Instruments Privacy Policy. The Privacy Policy explains how information may be collected, used, disclosed, retained, and protected in connection with website visits, inquiries, accounts, and transactions.

Please refer to the Privacy Policy linked in the website footer for complete information.

Website text, photographs, product information, documents, graphics, and other materials are owned by Solution Instruments or used with permission from the applicable manufacturer or rights holder. They may not be reproduced or distributed without authorization, except as permitted by law.

VivTek is a registered trademark of Solution Instruments Inc. Other product names, brands, and trademarks belong to their respective owners.

Solution Instruments makes reasonable efforts to ensure that product descriptions, specifications, images, and prices are accurate.

Product images may be representative, and manufacturers may update specifications, components, designs, or packaging without notice. Solution Instruments may correct typographical, calculation, pricing, or pictorial errors before accepting an order.

A materially different substitute product will not be supplied without customer approval. The manufacturer, model, configuration, and specifications stated in the accepted quotation or sales order will govern.

This policy applies to all Meling Biomedical powered refrigerators, biomedical freezers, ultra-low-temperature freezers, and combined refrigerator/freezer units sold by Solution Instruments Inc.

Non-powered accessories, racks, freezer boxes, consumables, and other items are governed by the Solution Instruments Sales Terms and any product-specific terms stated in the quotation or sales documentation.

Three-year whole-unit limited warranty: During the first three years, Solution Instruments will provide covered replacement parts and reasonable repair labour for defects in materials or workmanship confirmed through technical diagnosis.

Five-year compressor limited warranty: During years four and five, coverage is limited to a compressor defect confirmed through technical diagnosis. Coverage includes the replacement compressor, removal of the failed compressor, installation of the replacement compressor, required brazing and sealed-system work, and refrigerant required for the covered compressor replacement.

The five-year compressor warranty does not extend the three-year coverage applicable to unrelated components.

The warranty begins on the documented date Solution Instruments sells the equipment to the end customer, as shown by the Solution Instruments invoice or other documented proof of sale.

No separate warranty registration is required. The invoice and product serial number are normally sufficient to establish eligibility.

The warranty is available only to the original purchaser and may not be assigned or transferred to another owner.

Advance notice is not required when equipment is moved to another location. When requesting warranty service, the original purchaser must provide the current installation location and disclose relevant relocation or transportation history. Relocation does not by itself cancel the warranty, but damage caused by moving, transportation, handling, or reinstallation is not covered.

For a confirmed covered defect, the warranty includes:

• Remote technical diagnosis and reasonable troubleshooting support;
• Covered replacement parts;
• Reasonable repair labour, including authorized onsite labour where onsite service is required;
• Reasonable standard technician travel within Canada;
• Standard shipping of covered replacement parts;
• Refrigerant required as a direct part of a covered sealed-system repair;
• Customs and brokerage costs for covered warranty parts; and
• Standard delivery and collection of an eligible loaner unit.

Solution Instruments will determine the appropriate service method based on the technical diagnosis, equipment location, product type, safety, and availability of qualified service personnel.

Unless expressly approved in writing, the warranty does not include:

• After-hours, holiday, or emergency service requested by the customer;
• Expedited, premium, charter, or customer-requested freight;
• Crane service, rigging, stair carries, structural work, or extraordinary access requirements;
• Equipment relocation unrelated to the covered repair;
• Facility electrical work, wiring, outlets, generators, ventilation, or site modifications;
• Customer-requested reinstallation or validation unrelated to the covered defect;
• Decontamination, disposal, sample transfer, or storage services;
• Diagnosis or service where the reported issue is not covered by warranty; or
• Work performed by a third party without prior written authorization from Solution Instruments.

Diagnostic, labour, travel, and related costs may be charged where inspection determines that the issue is not covered by warranty. The customer will be advised before billable work is authorized.

When onsite or virtual investigation by a Solution Instruments technician determines that a covered repair is required and cannot reasonably be completed onsite without taking the affected equipment out of service, Solution Instruments will provide a loaner unit for use during the repair.

The loaner will provide the same operating temperature range and similar storage capacity as the affected Meling product. This loaner commitment applies to covered Meling refrigerators, biomedical freezers, ultra-low-temperature freezers, and combined refrigerator/freezer units.

Standard delivery and collection of the loaner are included. The customer is responsible for the loaner's safe operation, security, cleanliness, and return condition and is responsible for loss, contamination, misuse, or damage occurring while the loaner is in the customer's possession, other than ordinary wear from proper use.

Coverage applies to defects in materials or workmanship confirmed through technical diagnosis while the equipment is operated under normal conditions and in accordance with the manufacturer's instructions.

Normal use or the classification of a component as a wear component will not, by itself, exclude coverage. A wear component that fails prematurely during the applicable warranty period under normal use may be covered following technical diagnosis.

Routine consumables, ordinary cosmetic deterioration, and components that have reached their expected service life are not covered unless otherwise stated in writing.

No paid preventive-maintenance contract is required to maintain the standard warranty.

Customers are encouraged to perform reasonable routine care, including keeping ventilation openings clear, maintaining suitable site conditions, cleaning accessible surfaces and filters where applicable, responding appropriately to alarms, and following maintenance or cleaning instructions supplied with the equipment or later provided in writing by Solution Instruments or Meling Biomedical.

Failure to perform reasonable routine care affects coverage only where it caused or materially contributed to the reported damage or malfunction.

Professional installation is not required for standard Meling equipment covered by this policy. Standard installation primarily consists of placing the equipment in a suitable location and connecting it to the specified electrical supply in accordance with the product instructions.

Improper installation does not automatically cancel unrelated warranty coverage. Damage or failure caused by an unsuitable or unstable electrical supply, insufficient ventilation, inadequate clearance, improper positioning, or installation contrary to the product instructions is not covered.

The warranty does not cover failure or damage caused by:

• Misuse, neglect, accident, abuse, or improper cleaning;
• Operation outside the specified environmental or electrical conditions;
• Insufficient ventilation, blocked airflow, or inadequate clearance;
• Unauthorized modification, repair, software change, relabelling, or alteration;
• Relocation, transportation, handling, or reinstallation damage;
• Failure to follow operating, cleaning, or safety instructions where that failure caused or materially contributed to the problem;
• Fire, flood, lightning, water intrusion, pests, vandalism, or other external events;
• Corrosion or damage caused by chemicals, unsuitable cleaning agents, or incompatible stored materials;
• Third-party accessories or electrical devices not approved for use with the equipment;
• Removed, altered, or unreadable serial numbers or certification labels;
• Ordinary cosmetic deterioration that does not affect operation; or
• Routine consumables and items that have reached their expected service life.

A serious functional failure reported within 14 days after delivery will receive priority technical review.

Repair, replacement parts, complete-unit replacement, or another appropriate remedy will be determined by Solution Instruments following diagnosis. A failure reported within 14 days does not automatically entitle the customer to a complete-unit replacement or refund.

Contact service@solutioninstruments.com or call 226-606-8069. Service requests are acknowledged within one business day during normal business hours.

Please provide:

• Customer and contact information;
• Solution Instruments order or invoice number;
• Product model and serial number;
• Current installation location;
• A description of the issue;
• Alarm codes or display messages;
• Relevant photographs or videos;
• Available temperature or operating records; and
• Relevant relocation, transportation, repair, or service history.

1. Solution Instruments reviews the submitted information and normally begins with remote diagnosis.
2. The customer completes reasonable troubleshooting and provides requested information.
3. Solution Instruments determines whether replacement parts, onsite service, further evaluation, loaner equipment, return authorization, or another corrective action is appropriate.
4. Customers may not hire another service provider and invoice Solution Instruments without prior written approval.

Independent temperature monitoring is not required to maintain warranty coverage.

If a customer questions the accuracy of the temperature displayed by the equipment, temperature verification may be performed using an external thermometer as part of the diagnostic process.

Third-party temperature mapping can be arranged upon request through authorized service partners. Fees depend on the equipment model, location, and customer requirements.

Repair, replacement parts, or another corrective action will normally be used before complete-unit replacement is considered. Complete-unit replacement, refund, or return is not automatic and requires written authorization following technical review.

Where complete-unit replacement or return is approved because of a confirmed manufacturing defect, Solution Instruments will pay reasonable standard freight associated with the authorized replacement or return.

This equipment warranty does not insure or guarantee the value, viability, integrity, or continued availability of materials stored inside the equipment.

To the extent permitted by applicable law, warranty coverage does not include loss of biological samples, reagents, pharmaceuticals, vaccines, research materials, data, experimental results, research time, business interruption, revenue, profit, or other indirect, special, incidental, or consequential loss.

Customers are responsible for maintaining appropriate alarm notifications, emergency procedures, backup storage, and backup power where appropriate for valuable, regulated, temperature-sensitive, or irreplaceable materials.

The customer must use a loaner only for its intended purpose, follow the supplied operating instructions, protect it from loss or damage, and return it clean and in substantially the same condition in which it was received, excluding ordinary wear from proper use.

The customer must disclose any contamination risk before the loaner is collected and complete any reasonable cleaning or decontamination process requested by Solution Instruments.

Solution Instruments Inc.

Service email: service@solutioninstruments.com
Sales email: sales@solutioninstruments.com
Telephone: 226-606-8069

Business hours: Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Time, excluding statutory holidays.