Return and Refund Policy
At Abvigen, we are committed to providing excellent quality life science reagents and exceptional service to our valued customers in universities and biotech companies. We understand that occasionally, the need for a return may arise. This policy outlines the terms and conditions for returns and refunds.
Return Request Eligibility:
Quality Issues: If you believe a product has a quality issue, please contact our Customer Support team immediately, and no later than 30 days from the date of purchase. Under normal circumstances, returns are not accepted without prior authorization from [Your Company Name].
Damage or Loss During Shipping: If your order arrives damaged or is lost during transit, please notify us within 7 days of receipt (for damaged goods) or expected delivery date (for lost goods). We will work with you to resolve the issue, which may include reshipment or a refund.
Incorrect Products: If you receive a product that does not match your order, please notify us within 5 business days of receipt. Please provide your order number and details of the incorrect item received.
Return Process:
Contact Customer Support: To initiate a return, please contact our Customer Support team by email at info@abvigenus.com. Please provide your order number, the product name and catalog number, a detailed explanation of the reason for the return, and any supporting documentation (e.g., photos, batch number).
Packaging: Securely package the product in its original packaging or equivalent to prevent damage during transit. Clearly mark the RMA number on the outside of the package. For products requiring low-temperature shipment, please ensure they are packaged with appropriate cold packs or dry ice to maintain the required temperature. Failure to do so may void your return eligibility.
Shipping Costs:
For returns due to quality issues confirmed by our quality control department, or for damaged or incorrect products, Abvigen will be responsible for the return shipping costs. We will provide a prepaid shipping label or arrange for pickup.
For returns due to errors on the customer's part (e.g., incorrect product ordered), the customer will be responsible for the return shipping costs.
Non-Returnable Items:
Exchange or return is not accepted under the following circumstances:
Products where the return request is made after 30 days from the date of purchase (except for documented quality issues reported within this timeframe).
Sealed products where the original packaging is damaged, and the one-time seal or rubber strip is broken (unless due to a confirmed quality issue).
Products that have been used (except where the return is due to a confirmed quality issue).
Reactions or results affected by the customer's specific experimental conditions or environment, which are outside of our control and not indicative of a product quality issue.
Gifts received with the original purchase, which must be returned together with the product.
Refrigerated and frozen products where temperature control during return shipment cannot be guaranteed by the customer (unless return shipping is arranged by Abvigen due to a confirmed quality issue or shipping error).
Custom or special order materials.
Products that have been opened or stored improperly after receipt, unless the issue is directly related to a confirmed quality defect present upon arrival.
Return Processing and Decisions:
Abvigen reserves the right to refuse a return or reject a returned product under the following circumstances, and will not be responsible for any associated losses:
Refund or Replacement Process:
Inspection: Upon receiving the returned product, our quality control department will inspect it to verify the reported issue.
Refund/Replacement Approval: If the return is approved based on our inspection, we will process the refund or arrange for a replacement.
Refund Method: Refunds will be issued using the original payment method used for the purchase and will be processed within 7-10 business days of approval. Please note that it may take additional time for your bank or credit card company to process the refund and post it to your account.
Replacements: For approved returns of damaged, defective, or incorrect products, we may offer a replacement, subject to product availability. We will ship the replacement product to you as soon as the returned item is received and processed.
Important Notes:
This return and refund policy applies only to products purchased directly from Abvigen.
Contact Us:
If you have any questions or concerns regarding our return and refund policy, please contact our Customer Support team:
Email: info@abvigenus.com
Phone: 1-929-202-3014
Thank you for choosing Abvigen. We value your business and are committed to your satisfaction.