Creative Biolabs Return Policy

At Creative Biolabs, we are committed to providing high-quality products that meet the performance standards specified in our product literature. Due to the sensitive and perishable nature of many of our biotechnology reagents and ingredients, our return policy is designed to ensure product integrity and safety for all our customers.

1. General Policy

Eligibility Window: We accept return requests within 30 days of the date of delivery for items that meet the eligibility criteria outlined below.
Authorization Required: All returns must be authorized in advance by our Customer Service team. Please do not return any products without a Return Authorization (RA) number, which will be provided to you upon approval of your request.
Condition of Products: Products must be returned in their original, unopened, and undamaged packaging. The original shipping container and all packing materials should be retained. Opened or unsealed products are not eligible for return due to quality control and safety protocols.
Non-Returnable Items: Due to their nature, the following items are generally not eligible for return unless there was an error on our part (e.g., incorrect or damaged shipment):
- Refrigerated, frozen, or other temperature-sensitive products.
- Custom-made or special-order products.
- Products that have been opened or used.
- Products that have been damaged due to improper storage or handling by the customer.
- Products that have passed their expiration date.

2. How to Request a Return

Contact Us: Email our Customer Service team at [Your Customer Service Email] or call us at [Your Customer Service Phone Number] within 30 days of receiving your order.
Provide Information: In your request, please include your order number, the product name and catalog number, the reason for the return, and any relevant photos if the item arrived damaged.
Receive Authorization: Our team will review your request. If your return is approved, you will be issued a Return Authorization (RA) number and detailed instructions for shipping the product back to us.

3. Return Shipping & Costs

Returns due to Creative Biolabs Error: If the return is a result of our error (e.g., wrong item shipped, damaged product), we will cover all return shipping costs. We will provide a pre-paid shipping label.
Returns for Other Reasons: If you are returning an eligible product for reasons other than our error (e.g., ordered the wrong item), you will be responsible for the return shipping costs. Additionally, a restocking fee of [e.g., 20%] may be applied. The product must be shipped back using a trackable and insured service, as we are not responsible for lost or damaged packages during return transit.

4. Refunds

Processing Time: Once your return is received and inspected by our Quality Control team, we will notify you of the approval or rejection of your refund.
Method of Refund: If approved, a refund will be processed to your original method of payment within [e.g., 5-10] business days. Please note that banks or credit card companies may require additional time to post the refund to your account.
Partial Refunds: Partial refunds may be granted for products not in their original condition, damaged, or missing parts due to reasons not caused by our error.

5. Damaged or Defective Products

If you receive a damaged or defective product, please contact us immediately upon receipt. We will work with you to resolve the issue, which may include replacing the product at no additional cost. Please retain all original packaging for inspection by the carrier.

This policy is subject to change. Please refer to this page for the most current information. For any questions, please contact our Customer Service team.

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