1. All sales are final
Because our products are research materials that cannot be restocked once they have left our control, all sales are final and we do not accept returns for change of mind. The exceptions below apply.
2. When we will replace or refund
We will make it right if your order arrives:
- Damaged - the vial, seal or packaging is broken or compromised;
- Defective - the product is not as described; or
- Incorrect - you received a different product, or a different quantity, than you ordered.
3. How to report a problem
Contact us within 7 days of delivery at support@bioverlabs.com. Include your order number, a description of the problem and clear photos of the product, the packaging and the shipping label. Do not discard the product or its packaging until we have replied. Reports made after 7 days, or without this information, may not be eligible.
4. What happens next
We review every report and may ask for more information. If it is approved we will, at our choice, send a replacement or refund the affected items. Refunds go back to the original payment method. Shipping charges are refunded only when the problem was our error. Please allow up to 10 business days for a refund to appear, as the timing depends on your card issuer or bank.
5. What is not covered
- products that were opened, reconstituted, used or stored improperly;
- delays or carrier problems after the package has been delivered;
- orders placed with an incorrect or incomplete shipping address;
- any claim about how a product performs outside laboratory research use.
6. Cancelled orders
If we cancel an order (for example for stock or compliance reasons, see our Research Use Only Policy) you are refunded in full to the original payment method.
This policy forms part of our Terms and Conditions. Biover Labs reserves the right to update it; the current version is always on this page.
