Damaged or missing parcel
Email support@biox-labs.com with the order reference in the subject line, photographs of the outer, the insert and any affected vial, and the lot number. We reply within one business day.
Returning unopened material
Unopened vials with an intact crimp seal can be returned within 30 days of delivery for a full refund of the material price.
- Ask for a return reference first. Email support@biox-labs.com with the order reference and the lines you are returning. Parcels without a reference cannot be matched to an order.
- Check every crimp seal is intact. A vial that has been opened cannot be returned for chain-of-custody reasons, however it was handled.
- Pack vials seated and cushioned. Use the original insert if you still have it. Ambient temperature is fine; no coolant.
- Send tracked, to the address on the return reference. Return shipping is paid by the purchaser unless the return is our error.
- Refund within five business days of receipt. To the original payment method. Shipping on the original order is refunded when the whole order comes back unopened.
What cannot be returned
The exceptions exist to keep the chain of custody clean for everyone else.
| Material | Return |
|---|---|
| Opened vials, any reason | Not returnable. Replaced or refunded only where the material fails to match its certificate. |
| More than 30 days after delivery | Not returnable. Withdrawn lots are the exception, with no time limit. |
| Material bought through a reseller | Handled by the reseller. Lab reports are still published. |
Material that does not match its certificate
If material does not match the certificate for its lot, it is replaced or refunded whether or not it has been opened, and including shipping.
- Send what you observed. A chromatogram, a mass spectrum, an appearance photograph: whatever led you to the conclusion. The finding is referred to the laboratory that released the lot.
- If the lot is withdrawn, everyone hears. Every recipient on record is emailed, the certificate is annotated, and replacement or refund is offered with no time limit.
Timelines
| Event | Timing |
|---|---|
| Reply to a claim or return request | Within one business day |
| Refund for an unopened return | Within five business days of receipt |
| Re-assay of a disputed lot | Five to ten business days at the release laboratory |
| Withdrawn lot, replacement or refund | No time limit |