Returns and Refunds
Returns, replacements and refunds for wholesale orders are handled case by case against the terms confirmed in the quotation and order confirmation. Nothing should be returned without written authorisation.
Scope
This policy applies to wholesale and bulk supply of cell culture media, sera, reagents and detection products by CellCultureMedia. Where the written quotation, order confirmation or a separate agreement covers the same point, that document applies.
Conditions confirmed in the quotation
Return, replacement and credit conditions for a given order are stated in the quotation and order confirmation. Because products are temperature-sensitive and lot-traceable, we do not operate an automatic return window. Please read the conditions in your quotation before accepting it.
Quality concerns
If you or your customer believe a product does not meet its specification, email info@cellculturemedia.bio as soon as possible with the order reference, product, lot number, quantity affected, photos of the product and labels, storage conditions since receipt and a description of the issue. We may ask for retained samples, unopened units or transport records so the lot can be traced. Where a concern is confirmed and linked to our supply, the remedy may be replacement, credit or refund under the agreed terms.
Shipping damage or shortage
Inspect shipments on arrival and record visible damage, shortage or temperature indicator alarms on the delivery documents. Send photos and the shipment reference to info@cellculturemedia.bio promptly. Cases are reviewed against the agreed Incoterms and the transport records.
Approved returns
Where a return is approved, we provide written instructions. Returned goods must normally be unopened, in original packaging with labels and lot information intact, and must have been stored according to the product's storage conditions. Return transport is arranged as stated in the written approval.
Not eligible for return
- Opened, repacked, relabelled or partially used product
- Product that has been stored outside its storage conditions or shows signs of a temperature excursion
- Private-label and custom-formulated product made to the buyer's specification
- Product past its stated shelf life at the time of the request
- Changes in the buyer's requirements after order confirmation
Questions
Return and refund questions: email info@cellculturemedia.bio.