Shipping & Returns Policy – Cryowave Solutions
Last Updated: March 2026
At Cryowave Solutions (Registration No. 324209238) (“Company”, “we”, “us”, or “our”), we are committed to delivering your premium freeze-drying equipment and processed materials safely and efficiently. This Shipping & Returns Policy outlines our procedures for deliveries, freight handling, and returns for our products (including Leosmak, Holland Green Science, and SJ brands) and custom drying services.
1. Shipping & Delivery
1.1 Order Processing and Delivery Time: Standard orders for in-stock equipment available at our local Israel warehouse are typically processed and delivered within 3 to 5 business days. Please note that for products not currently in stock in Israel, orders requiring custom configurations, or heavy industrial machinery imported directly from our European manufacturers, delivery times will be longer. Exact lead times for out-of-stock items will be communicated clearly at the time of purchase.
1.2 Heavy Machinery & Freight Delivery: Large industrial freeze dryers are shipped via specialized freight carriers.
Delivery Requirements: Freight delivery generally requires a loading dock or a forklift at the delivery site. If you require a liftgate service, inside delivery, or specialized installation, you must notify us prior to shipment. Additional fees may apply.
Risk of Loss: Risk of loss or damage to the products passes to the Customer upon delivery to the designated carrier or upon arrival at your facility, depending on the agreed Incoterms.
Inspection Upon Delivery: It is your responsibility to thoroughly inspect the equipment for external damage before signing the delivery receipt (Bill of Lading). If damage is visible, you must note it on the receipt and contact us immediately.
1.3 Shipping Costs and Taxes: Shipping rates are calculated based on weight, dimensions, and destination. Unless explicitly stated otherwise in your quotation, the customer is responsible for all shipping costs, customs duties, and local taxes.
1.4 Logistics for Custom Drying Services:
You are responsible for the safe packaging and shipping costs of raw materials to our facility.
Cryowave Solutions will calculate return shipping for the finished product, added to your final invoice.
We are not liable for spoilage of raw materials delayed in transit before reaching our facility.
2. Returns Policy
We want you to be completely satisfied with your investment. If you need to return a product, the following conditions apply:
2.1 Return Window: Requests for returns must be initiated within 14 days of the delivery date.
2.2 Eligibility and Condition: Products may be returned for a refund or exchange only with prior written authorization (RMA) from Cryowave Solutions. Equipment must be unused, in its original condition, and in its original packaging (including pallets, crates, manuals, and accessories). Due to the nature of food-grade and scientific equipment, machines that have been used, contaminated, or altered cannot be returned.
2.3 Restocking & Recertification Fee: Due to the specialized, high-value, and technical nature of our equipment, all approved returns of commercial and industrial systems are subject to a restocking, inspection, and recertification fee of 50% of the total purchase price. This covers the extensive technical testing and administrative costs required to return the unit to inventory.
2.4 Non-Returnable Items:
Custom-built or specially ordered machinery.
Custom freeze-drying services (once the drying process has commenced).
Used rental equipment (governed by the specific Rental Agreement).
Consumables (e.g., vacuum pump oil, gaskets) if opened.
3. Return Process
To initiate a return:
Contact our support team at [email protected] to request a Return Merchandise Authorization (RMA) number. Returns without an RMA will not be accepted.
Once approved, you are responsible for safely crating the equipment and covering all return freight costs. We highly recommend fully insuring the return shipment.
Upon inspection, we will process your refund (minus original shipping costs and the 50% restocking fee) to your original method of payment within 14 business days.
4. Damaged, Defective, or Incorrect Items
If you receive a defective machine or the wrong item, please contact us within 3 business days of delivery. Warranty-related issues will be handled under our Standard Warranty Policy, backed by our commitment to a 4-hour response time SLA.
5. Contact Us
For shipping inquiries, freight quotes, or return requests, please contact us at:
Cryowave Solutions Address: Mevo Hacrmim 3, Har Adar | 9083600, Israel Website: www.cryowavesolutions.co.il Email: [email protected] Phone: +972-58-649-3124