Return & Refund Policy

1. Overview

BioMall.ai facilitates connections between buyers and verified life science distributors. Return and refund policies are primarily governed by the individual distributor's terms. This page outlines general principles applicable to transactions facilitated through our platform.

2. Eligible Returns

A return request may be considered in the following circumstances:

• Wrong product delivered: Product received is different from what was ordered.
• Damaged on arrival: Product arrived in a visibly damaged or broken condition.
• Quality issues: Product does not meet the specifications confirmed at the time of order.
• Expired product: Product delivered with less than 6 months of shelf life remaining (unless agreed otherwise).

3. Non-Returnable Items

The following categories are generally non-returnable:

• Temperature-sensitive reagents and biological materials once received.
• Custom-synthesized compounds or made-to-order items.
• Items that have been opened, used, or tampered with.
• Hazardous chemicals and controlled substances.
• Items returned beyond the 7-day return window.

4. Return Process

To initiate a return:

1. Contact BioMall.ai support or the distributor directly within 7 days of delivery.
2. Provide your order/enquiry number, photos of the item, and a description of the issue.
3. The distributor will review your request and confirm eligibility.
4. If approved, you will receive return shipping instructions. Do not send items back without a confirmed Return Authorization (RA).

5. Refunds

Once the returned item is received and inspected by the distributor:

• Approved refunds are processed within 7–14 business days.
• Refunds are issued via the original payment method or as agreed (bank transfer, credit note).
• Shipping costs are non-refundable unless the return is due to distributor error or damaged goods.

6. Replacements

In some cases, the distributor may offer a replacement shipment instead of a monetary refund. This will be communicated during the return review process.

7. Disputes

If a return or refund request is not resolved satisfactorily by the distributor, you may escalate the issue to BioMall.ai at support@biomall.ai. We will make reasonable efforts to mediate, though final decisions remain with the distributor.

8. Contact

For return or refund queries, please contact: support@biomall.ai