Refund and Returns Policy

At 12 Panel Now, we stand behind the products we sell and want our customers to receive the products they ordered in good condition.

Because many of our products are drug-testing, specimen-collection, diagnostic, forensic, professional-use, or related products, we must also protect the integrity of products that are returned to our inventory.

This Return & Refund Policy applies to purchases made directly from 12 Panel Now unless different return terms have been expressly agreed to in writing.

1. 30-day Return Period

Eligible standard products may be returned within 30 days after the day they are purchased. Although shipping is free upon order, we still incur a cost for every order that is shipped, and you will be refunded the amount of your order once we receive the returned goods, minus the cost of shipping

To qualify for return, merchandise must be:

• Unused
• Unopened
• Undamaged
• Unaltered
• Unexpired
• In the original packaging
• In resalable condition
• Accompanied by all original components, instructions and accessories

Proof of purchase may be required.

Products returned without authorization or that do not satisfy these requirements may be refused.

2. Return Authorization

Customers should contact 12 Panel Now before returning merchandise.

12 Panel Now may issue a Return Merchandise Authorization (RMA) number or other return instructions.

Do not return merchandise to our warehouse without first obtaining return instructions.

Unauthorized returns may be refused or may experience delays in processing.

3. 15% Restocking Fee

All approved returns of correctly supplied standard merchandise are subject to a 15% restocking fee.

The restocking fee is calculated using the eligible product purchase price and deducted from the refund.

Example

If eligible merchandise originally cost $1,000:

Product Purchase Price: $1,000
15% Restocking Fee: $150
Maximum Product Refund: $850

Any applicable non-refundable shipping, freight or other charges are also deducted.

4. Shipping and Freight Charges

Original shipping, freight, expedited shipping, handling and other transportation-related charges are non-refundable unless the return resulted from a verified error made by 12 Panel Now or otherwise required by applicable law.

Customers returning merchandise because they no longer want or need the product are responsible for return shipping charges.

Returned merchandise should be securely packaged and shipped using an insured and traceable shipping method.

12 Panel Now is not responsible for returns lost or damaged during customer-arranged return transportation.

5. Products Shipped in Error

If 12 Panel Now ships the wrong product or quantity, please contact us promptly.

After verification, 12 Panel Now will determine the appropriate resolution, which may include replacement merchandise, return authorization, credit or refund.

When merchandise is returned solely because of a verified error by 12 Panel Now:

The 15% restocking fee will not apply.

Authorized standard return-shipping charges will also be covered by 12 Panel Now.

6. Damaged or Defective Products

Customers should inspect merchandise promptly following delivery.

If merchandise arrives damaged or is believed to be defective, please notify 12 Panel Now as soon as reasonably possible, preferably within 5 business days of delivery.

We may request information including:

• Order or invoice number
• Product name
• SKU
• Lot number
• Expiration date
• Quantity affected
• Photographs
• Photographs of shipping cartons
• Description of the problem
• Storage conditions
• Testing procedure used
• Additional information reasonably necessary to investigate the claim

Please retain the affected product and packaging until instructed otherwise.

Do not destroy products involved in a quality complaint without authorization from 12 Panel Now.

If merchandise is verified to have been defective when supplied, 12 Panel Now may provide an appropriate replacement, credit or refund.

The 15% restocking fee does not apply to verified defective merchandise.

7. Shipping Damage

Customers should inspect shipping cartons before accepting large freight shipments whenever reasonably possible.

Visible freight damage should be documented with the carrier and photographs should be taken.

Please notify 12 Panel Now promptly of damaged shipments so that we can assist with the applicable carrier claim.

Failure to timely report obvious freight damage may affect our ability to recover from the carrier.

8. Non-returnable Products

Unless otherwise required by law or expressly agreed to in writing, the following are FINAL SALE AND NON-RETURNABLE:

• Opened products
• Used products
• Products with broken or removed seals
• Products not in their original packaging
• Products damaged after delivery
• Expired products
• Products improperly stored or handled after delivery
• Merchandise returned more than 30 days after receipt
• Clearance merchandise identified as final sale
• Closeout merchandise identified as final sale
• Special-order products
• Custom-configured products
• Private-label products
• OEM products
• Customer-branded products
• Custom-manufactured products
• Customer-specific packaging
• Customer-specific labeling
• Products manufactured or procured specifically for a customer
• Products that cannot legally or reasonably be returned to inventory or resold

12 Panel Now reserves the right to refuse a return where the packaging integrity, storage history, temperature exposure, contamination status or condition of a drug-testing or diagnostic product cannot reasonably be verified.

9. Private Label, OEM and Custom Orders

Private-label, OEM, custom-configured, custom-manufactured and specially packaged products are produced or acquired specifically for an individual customer and are therefore generally FINAL SALE.

Customers are responsible for carefully reviewing and approving all:

• Artwork
• Logos
• Spelling
• Branding
• Product configurations
• Drug panels
• Cutoff levels
• Packaging
• Labels
• Quantities
• Product specifications
• Regulatory wording
• Proofs

Once artwork or specifications have been approved and production or procurement has begun:

THE ORDER MAY NOT BE CANCELED, RETURNED, REFUNDED OR EXCHANGED, except where expressly agreed by 12 Panel Now in writing or required by applicable law.

Customer approval constitutes authorization for production according to the approved specifications.

10. Wholesale, Distributor and Reseller Returns

Unless different written terms apply, eligible standard products purchased by wholesale customers, distributors and resellers may be returned within 30 days of receipt under this Return Policy.

Approved returns are subject to:

15% restocking fee

and

Non-refundable original shipping/freight charges.

Truckload orders, container orders, special-production runs, specially negotiated purchases and unusually large-volume orders may have separate return and cancellation terms provided on the applicable quotation, invoice, contract or purchase-order acknowledgement.

Those specifically agreed terms will control where they differ from this general Return Policy.

11. Order Cancellations

Standard orders may only be canceled before fulfillment when approved by 12 Panel Now.

An order may no longer be cancelable after it has entered warehouse processing or been shipped.

Private-label, custom, OEM and special-order merchandise generally cannot be canceled once production or procurement has begun.

12. Refused and Undeliverable Shipments

Customers are responsible for providing complete and accurate shipping information.

When an order is returned because the customer refused delivery, provided an incorrect address, failed to accept delivery or otherwise caused the shipment to be returned through no fault of 12 Panel Now, applicable shipping, return freight and carrier charges may be deducted from any amount otherwise eligible for refund.

If the merchandise remains eligible for return, the applicable 15% restocking fee may also apply.

13. International Sales

International sales are generally final and non-returnable unless 12 Panel Now specifically authorizes the return in writing.

International returns present additional regulatory, customs, transportation, product-integrity and re-importation issues.

International customers are responsible for confirming that the products ordered may lawfully be imported, possessed, sold and used in their jurisdiction.

14. Expiration Dates

Testing products are supplied with manufacturer-established expiration dates.

Unless a minimum remaining shelf-life requirement was expressly agreed to in writing before the order was placed, receiving an otherwise compliant and unexpired product does not constitute a defect solely because the customer expected a later expiration date.

Customers purchasing large quantities are responsible for considering expected usage before ordering.

15. Return Inspection

All returned merchandise is subject to inspection.

Receipt of returned merchandise by our warehouse does not automatically mean the return has been accepted or a refund approved.

12 Panel Now may verify:

• Product condition
• Packaging integrity
• Quantity
• Lot information
• Expiration date
• Seals
• Accessories
• Evidence of use
• Storage or handling issues
• Eligibility under this Policy

If a returned product does not qualify for refund, we will determine the appropriate disposition of the merchandise.

16. Refunds

After an approved return has been received and inspected, the eligible refund will ordinarily be calculated as:

Eligible Product Purchase Price

MINUS 15% Restocking Fee

MINUS Non-Refundable Shipping/Freight

MINUS Other Applicable Charges

The 15% restocking fee does not apply when merchandise is returned solely because of a verified 12 Panel Now shipping error or verified defect existing when supplied.

Refunds will ordinarily be issued to the original method of payment or through another commercially reasonable method where necessary.

Processing times imposed by banks or payment processors are outside the control of 12 Panel Now.

17. Marketplace Purchases

Products purchased through Amazon, Walmart, eBay or another third-party marketplace may be subject to the return procedures and policies applicable to that marketplace.

Customers should initiate marketplace returns through the applicable marketplace when required.

18. Policy Abuse and Fraud

12 Panel Now reserves the right, consistent with applicable law, to reject fraudulent, abusive or bad-faith return requests.

This includes attempts to return used merchandise as unused, substitute merchandise, manipulate lot information, misrepresent shipping damage or repeatedly abuse return privileges.

19. Florida and Other Applicable Law

This Return Policy is intended to clearly disclose the terms applicable to purchases from 12 Panel Now.

Nothing in this Policy eliminates or restricts a right that cannot legally be waived under applicable federal, state or local law.

20. Questions or Return Requests

To request a return or obtain assistance, contact:

12 Panel Now

801 N Congress Ave., Suite 101
Boynton Beach, FL 33426

Telephone: 561-897-9238

Email: info@12panelnow.com

Please provide your order or invoice number when contacting us regarding a return.

Customer Acknowledgement

By purchasing products from 12 Panel Now, the customer acknowledges that they have had the opportunity to review and agree to this Return & Refund Policy.

Standard eligible returns must be requested within 30 days, are subject to a 15% restocking fee, and original shipping charges are non-refundable except for verified 12 Panel Now errors or as otherwise required by law.