ORDER / SUPPORT
退换货与
订单说明。
查看订单政策，或就具体订单与佰默联系。
政策摘要
我们的产品为科研专用，属于易腐生物材料，一经发货一般不支持退换货。如收到错误或损坏产品，请于3个工作日内联系我们。只有因运输损坏、产品缺陷、或与说明书不符的情况，经审核后可予以补发或退款。未经授权退回的产品将不被受理。具体请联系客户服务邮箱：panxu@biomobio.com。
完整订单政策 / Original policy
Refund and Returns Policy
1. Product Eligibility
Our products are intended for research use only and are not for human or clinical use. Due to the nature of biological materials, all cells, media, and reagents are considered perishable and sensitive to storage conditions.
2. Order Cancellation
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Orders may be cancelled within 24 hours of placement, provided the product has not yet shipped.
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Custom, made-to-order, or personalized products (including iPSC-derived cell lines and primary cells) cannot be cancelled once production has begun.
3. Returns
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Due to the sensitive and perishable nature of our products, returns are generally not accepted.
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If you receive an incorrect or damaged product, please contact us within 3 business days of delivery. You will be required to provide order information, lot numbers, and photos (if applicable).
4. Refunds and Replacements
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If the product is found to be defective, damaged during shipping, or does not meet the specifications stated on the Certificate of Analysis (COA), we will provide a replacement or refund at our discretion.
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For any issue to be eligible for refund or replacement, you must:
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Notify us in writing within 3 business days of receiving the product.
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Store and handle the product strictly according to the guidelines provided.
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Provide detailed documentation and, where required, photographic evidence.
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Products that have been mishandled, improperly stored, or used in violation of recommended protocols are not eligible for refund or replacement.
5. Shipping Errors & Damaged Packages
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Please inspect your package upon receipt. If your shipment arrives visibly damaged, note the damage with the courier and contact us immediately.
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We will work with you to resolve shipping errors or damage as quickly as possible.
6. Return Shipping
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If a return is authorized by our team, we will provide detailed instructions for return shipping. Unauthorized returns will not be accepted.
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All returns must be shipped in the original or equivalent packaging, under temperature-controlled conditions if required.
7. Non-Refundable Items
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Custom products, thawed/frozen cells, opened reagents, and perishable materials are non-refundable and non-returnable unless defective or shipped in error.
8. Contact Us
If you have questions or concerns about your order, please contact our customer service team at panxu@biomobio.com within 3 business days of receiving your product.
