Service & Support 

We offer onsite training with the installation of our system. Every device is different, using simulations of how the electron beam interacts with a sample can provide key insights into the signals you measure. To assist you in this effort, we provide examples of how to interface with electron flight simulators and generate simulated profiles of device behavior. We provide 20 hours of off-site support included with every system, where we can help you understand your data and design experiments. Our goal is for you to get the best possible data from your system and and fully integrate it into your development process.

We provide a full access SDK with the scan controller host PC, and unlimited client installations. We offer off-site support and remote sessions depending on your network configurations.  

We have a 5 year warranty for all of our products, after that we will fix things at cost. We build it to last, but if you have a problem or something goes wrong we want to know.

 

 

 

 

 


30-Day Refund and Return Policy

Thank you for shopping with Ephemeron Labs. We want to ensure your satisfaction with every purchase. We offer a 30-day refund and return policy, subject to the terms and conditions outlined below:

  1. Eligibility:

    • To be eligible for a refund or return, the item must be unused, undamaged, and in its original packaging.

    • Returns must be initiated within 30 days from the date of purchase.

    • Certain items such as perishable goods, personalized items, and digital downloads are not eligible for return unless they are defective or damaged upon receipt.

  2. Return Process:

    • To initiate a return, please contact our customer service team at sale@ephemeron-labs.com within the 30-day period to request a Return Merchandise Authorization (RMA) number.

    • Once you have received your RMA number, securely package the item(s) along with the original invoice or proof of purchase and clearly mark the RMA number on the package.

    • Ship the item(s) back to us using a trackable shipping method. The customer is responsible for the return shipping costs unless the return is due to our error or a defective product.

  3. Inspection and Refund:

    • Upon receiving the returned item(s), our team will inspect them to ensure they meet the eligibility criteria.

    • If the return is approved, we will process the refund to the original method of payment within [10] business days. Please note that it may take additional time for the refund to reflect on your account depending on your financial institution.

  4. Exchanges:

    • We do not offer direct exchanges. If you wish to exchange an item for a different size, color, or variant, please initiate a return for the unwanted item(s) and place a new order for the desired item(s) separately.

  5. Damaged or Defective Items:

    • In the event that you receive a damaged or defective item, please contact our customer service team immediately upon receipt for assistance. We will work with you to resolve the issue promptly, whether through a replacement, exchange, or refund.

  6. Google Merchant Compliance:

    • Our refund and return policy complies with Google Merchant Center's policies and guidelines. We are committed to providing transparent and customer-friendly policies to ensure a positive shopping experience for our customers.

  7. Contact Us:

    • If you have any questions or concerns regarding our refund and return policy, please don't hesitate to contact our customer service team at sales@ephemeron-labs.com.

By making a purchase with Ephemeron Labs, you agree to abide by the terms and conditions of our refund and return policy outlined above.