Effective date: August 13, 2025

This Refund & Returns Policy applies to purchases made from Poly Biotech (“Poly Biotech”, “we”, “us”, “our”). Because we supply sensitive research‑use‑only laboratory materials, special rules apply to returns and refunds to protect product integrity and regulatory compliance.

1) General Principles

• All products are sold for laboratory research use only. Not for human or veterinary use.
• Many items are temperature‑sensitive and/or sterile. To maintain chain‑of‑custody and product safety, most orders are not eligible for return once shipped.
• We will repair, replace, or refund in cases of confirmed damage in transit, incorrect items shipped, or documented defects attributable to us.

2) Non‑Returnable Items

The following are not eligible for return or resale once dispatched from our facility:

• Temperature‑controlled materials (e.g., peptides), cold‑chain items, and any product requiring refrigerated or frozen storage.
• Opened, unsealed, or partially used vials/containers; items with compromised labels, seals, or tamper‑evident packaging.
• Custom or made‑to‑order products, special lots, or items labeled “Non‑returnable”.
• Products that have left controlled storage conditions (e.g., delays outside our custody, improper storage by recipient).

3) Eligible Cases for Refund/Replacement

Subject to timely notification and documentation (see Section 5), we will offer a replacement shipment or refund in these scenarios:

• Damaged in transit: Physical damage to outer packaging and product, temperature logger indicating excursion, or obvious leakage on delivery.
• Wrong item shipped: Product/SKU does not match the confirmed pro forma invoice or packing list.
• Documented product defect: Verifiable quality issue attributable to us (e.g., COA mismatch, labeling error).
• Lost shipment: Carrier confirms loss and investigation is completed.

Remedy hierarchy: We will first offer an identical replacement. If a replacement is not feasible, we may offer a substitute of equal value (with your approval) or a refund to the original payment method.

4) Ineligible Cases

• Customs refusal/holds/seizures due to buyer’s failure to obtain permits, licenses, or to meet local import requirements.
• Incorrect shipping information provided by the buyer, missed deliveries, or refusal to accept delivery.
• Change of mind after shipment or ordering errors by the buyer not reported before dispatch.
• Improper storage/handling after delivery, including failure to refrigerate/freeze as specified.

5) How to Report an Issue (RMA Process)

To request a replacement or refund authorization (RMA), contact us at support@polybiotech.co and include:

• Order number, lot number(s), and product name(s)
• Clear description of the issue
• Photos of the outer packaging, inner packaging, product label, and any damage
• Temperature data/logger files (if provided) and delivery timestamp

Notification window: within 48 hours of delivery for damage, temperature excursions, or wrong item; within 7 calendar days for other eligible issues. Requests outside these windows may not be honored.

6) Returns Shipping (When Authorized)

• Returns require a written RMA from Poly Biotech. Unauthorized returns will be refused.
• Items must be in original, unopened condition with all labels and accessories intact unless returning a damaged/defective item per our instructions.
• We will provide packing and temperature‑control instructions for any approved return.
• Unless otherwise stated in the RMA, buyer is responsible for return shipping costs. For confirmed Poly Biotech errors, we will supply a prepaid label or reimburse reasonable return costs.

7) Refunds

• Approved refunds are issued to the original payment method. Processing typically takes 5–10 business days after we confirm eligibility (your bank/processor may require additional time).
• If the original payment method cannot accept a refund, we may offer a credit memo or wire transfer at our discretion.
• Where a shipment is returned to us unopened and uncompromised due to carrier issues outside the buyer’s control, we may refund the product price minus shipping and handling costs. A restocking fee of up to 20% may apply to cover testing, inspection, and disposal, depending on product type.

8) Order Changes & Cancellations

• Before dispatch: Requests to modify or cancel must be emailed to sales@polybiotech.co. If production or packing has begun, fees may apply.
• After dispatch: Orders cannot be cancelled. Please follow the RMA process if there is an issue on receipt.

9) Exchanges

We do not offer exchanges except where a product is replaced due to eligible damage, defect, or wrong item shipment (Section 3).

10) Customs, Duties & Regulatory Responsibility

• Buyer is responsible for ensuring compliance with local import laws, obtaining permits/licenses, and paying any duties or taxes.
• We are not liable for delays, holds, or seizures by customs authorities. If a shipment is returned to us unopened by customs, we will assess product integrity and advise on possible partial refund or reshipment at buyer’s cost.

11) Temperature‑Controlled Shipments

• Cold‑chain shipments may include insulated packaging and cooling media and, where available, a temperature logger.
• Buyer must refrigerate/freeze immediately upon delivery according to the product insert. Claims due to improper storage after delivery are not eligible.

12) Chargebacks

To resolve any issue quickly, please contact us first. Filing a chargeback before engaging our support may delay resolution. We will provide carriers’ proof of delivery, temperature data (if available), and communication records to your bank as needed.

13) Contact

For questions about this policy or to request an RMA, contact:
Poly Biotech – Support
Email: support@polybiotech.co 
Business hours: Monday–Friday, 9:00–17:00 (GMT‑5, Colombia Time