This Return and Refund Policy explains how TrueLine Biotech handles order cancellations, damaged products, incorrect shipments, returns, replacements, and refunds.
Nothing in this policy limits rights or remedies that cannot be waived under applicable law.
1. Research-Product Integrity
TrueLine Biotech products are supplied strictly for laboratory research purposes.
Because storage conditions, handling, contamination risk, and chain of custody cannot be verified after delivery, returned research products generally cannot be restocked or resold. Therefore, we do not ordinarily accept returns for buyer’s remorse, changed research plans, accidental orders, or failure to confirm product suitability before purchase.
2. Order Cancellations
To request cancellation, contact [SUPPORT EMAIL] as soon as possible and include your order number.
An order may be cancelled only if it has not entered processing, packing, or shipment. Once processing or fulfillment has begun, cancellation may no longer be possible.
If an eligible cancellation is approved, the refund will be sent to the original payment method.
3. Damaged, Incorrect, or Missing Products
Inspect your package promptly after delivery.
Contact us within 48 hours of recorded delivery if:
- A product arrived physically damaged.
- The package contains an incorrect product or variation.
- A product listed on the packing information is missing.
- The product seal appears compromised.
- The shipment has another clear fulfillment error.
Include:
- Your order number.
- A description of the problem.
- Clear photographs of the outer packaging.
- Clear photographs of the shipping label.
- Photographs of the product, label, seal, and damage.
- Any other information reasonably requested during our review.
Keep all products and packaging until the review is complete. Discarding the item or packaging before review may prevent us from verifying the claim.
4. Eligible Remedies
After reviewing an eligible claim, we may provide an appropriate remedy, which may include:
- Replacing the affected product.
- Refunding the affected product.
- Refunding applicable shipping charges when the issue resulted from our error.
- Providing another remedy agreed with the customer.
Availability of a replacement is subject to inventory and applicable law.
5. Non-Returnable Situations
Unless required by law, we do not accept returns or issue refunds for:
- Opened, used, altered, tampered-with, or reconstituted products.
- Products not kept according to the applicable label or documentation.
- Buyer’s remorse or a change in research plans.
- An incorrect product or variation selected by the customer.
- Refusal to provide information reasonably required to review a claim.
- Packages sent back without written return authorization.
- Products damaged after delivery.
- Delivery delays caused by an incorrect or incomplete address supplied by the customer.
- Products prohibited, refused, delayed, or seized by destination authorities where the customer was responsible for confirming import eligibility.
Promotional or complimentary items have no separate cash value, but this does not exclude a valid claim that an item arrived damaged or incorrect.
6. Authorized Returns
Do not mail a product back without written authorization.
If a return is approved, we will provide return instructions and the correct return address. Unauthorized returns may be refused and may not qualify for a refund.
Where the return results from our error, we will provide or reimburse reasonable return shipping as appropriate. For any discretionary return we specifically approve, return shipping may be the customer’s responsibility.
7. Lost or Undelivered Orders
If tracking shows no delivery or appears stalled, contact [SUPPORT EMAIL].
We may ask you to verify the shipping address, check with household members or building management, and cooperate with a carrier investigation.
A tracking scan marked “delivered” does not automatically determine the final outcome. Each claim will be reviewed using the order information, carrier records, and applicable law.
8. Refund Processing
Approved refunds will be initiated to the original payment method, normally within seven business days after approval or receipt of an authorized return.
Your bank, card issuer, or payment provider may require additional time to post the refund. Original shipping charges are not refundable unless the refund results from our error, non-delivery, or applicable law requires otherwise.
9. Chargebacks
Please contact us before opening a payment dispute so we have an opportunity to investigate and resolve the issue.
Submitting false information or initiating a chargeback for an order that was properly fulfilled may result in account restrictions and the submission of relevant order records to the payment provider.
This section does not limit your lawful billing-dispute rights.
10. Contact Us
To request assistance, contact:
TrueLine Biotech
Email: [SUPPORT EMAIL]
Include your order number in all return, replacement, delivery, and refund enquiries.
