Return & Refund Policy
This policy is published in English, which is the binding version.
BioLifeLab supplies materials for laboratory research use only. Because these are sensitive research reagents, we cannot restock or resell any vial that has left our controlled storage. That limit is a matter of product integrity, not of policy convenience: once a vial is out of our chain of custody, we can no longer certify its handling to the next researcher.
Within that limit, we do stand behind every shipment.
WHEN WE REFUND OR REPLACE
We will replace the item or refund it in full, at your choice, in any of these cases:
The item arrived damaged, leaking, or with a compromised seal.
You received a different item, concentration, or quantity than what your order confirmation lists.
The shipment was lost in transit and the carrier does not deliver it.
The item arrived with a certificate of analysis that does not match the lot shipped.
HOW TO REPORT A PROBLEM
Email info@biolifelab.net within 14 days of delivery, with your order number and photographs of the packaging and the vial as received. Photographs matter: they are what let us open a claim with the carrier when the damage happened in transit.
We respond to every claim within 2 business days. Approved refunds are returned to the original payment method within 10 business days of approval.
WHAT WE CANNOT ACCEPT
An unopened vial returned for change of mind, ordering error on your side, or no longer needing the material.
Any vial whose seal has been broken, or that has been outside recommended storage conditions.
Claims reported more than 14 days after delivery, unless the carrier record shows the shipment was still in transit.
IF SOMETHING ELSE WENT WRONG
This policy lists the common cases, not every case. If your situation is not described here, write to info@biolifelab.net or call +1 689-317-7508 and tell us what happened. We would rather resolve it directly with you than have you dispute a charge.
CANCELLING AN ORDER
An order that has not shipped yet can be cancelled in full at no cost. Email us with the order number as soon as possible — once a package is handed to the carrier, the cases above apply instead.