Refund policy
Last updated: October 3, 2026
At Apep Biolabs, we take product accuracy, packaging, and order fulfillment seriously. Because our products are laboratory and research materials whose storage, handling, and chain of custody cannot be verified after delivery, the following return and refund rules apply.
1. Final Sale After Shipment
Unless required otherwise by applicable law, research materials are considered final sale once an order has been shipped.
We generally cannot accept returned research materials because we cannot verify how a product was stored, handled, opened, transported, or otherwise maintained after it left our control.
This restriction helps protect product integrity and prevents returned materials from being placed back into inventory.
2. Order Cancellations
You may request cancellation of an order before it has been fulfilled or shipped.
Cancellation requests are not guaranteed. If the order has already entered fulfillment or has been transferred to the shipping carrier, it may no longer be eligible for cancellation.
To request cancellation, contact:
Include your order number and the email address associated with the order.
3. Damaged, Incorrect, Missing, or Defective Orders
Please inspect your order promptly after delivery.
Contact us within 7 calendar days of confirmed delivery if:
-
The wrong product was shipped.
-
An item is missing from the order.
-
A vial or other product arrived physically damaged.
-
The package was materially damaged during shipment.
-
The product received does not match the product ordered.
-
There is another apparent fulfillment or product-quality problem.
Contact:
Please include:
-
Your order number.
-
A description of the issue.
-
Photographs of the shipping package.
-
Photographs of the affected product.
-
Photographs of the product label and lot or batch information, when applicable.
Please retain the product and all original packaging until the claim has been reviewed.
4. Available Remedies
After reviewing an eligible claim, Apep Biolabs may, as appropriate:
-
Replace the affected item.
-
Reship a missing or incorrect item.
-
Issue a partial refund.
-
Issue a full refund for the affected item.
-
Provide another remedy required by applicable law.
The appropriate remedy will depend on the circumstances of the order and the nature of the issue.
5. Unauthorized Returns
Do not mail products back to Apep Biolabs without receiving return authorization and instructions from us first.
Unauthorized returns may not be accepted or eligible for reimbursement.
If a physical return is required, we will provide the appropriate return address and instructions as part of the authorization.
6. Return Shipping Costs
When a return is authorized because of an error by Apep Biolabs or a verified damaged or defective product, Apep Biolabs will provide instructions regarding return shipping and applicable costs.
If a discretionary return is accepted for another reason, the customer may be responsible for return shipping costs unless otherwise agreed in writing.
7. Shipping Charges
Original shipping charges are generally non-refundable once an order has shipped, except where the refund results from an Apep Biolabs fulfillment error, qualifying shipment issue, or where otherwise required by law.
8. Refund Processing
Approved refunds will generally be issued to the original payment method.
After we issue a refund, the time required for the funds to appear in your account depends on your bank, card issuer, payment provider, and location.
Apep Biolabs does not control processing times imposed by financial institutions.
If you have received confirmation that a refund was issued but have not received the funds within a reasonable period, contact:
9. Lost or Misdelivered Packages
If tracking information indicates that a package is lost, damaged in transit, or otherwise affected by a carrier issue, contact us so we can review the shipment and determine the appropriate next step.
If tracking indicates successful delivery but you cannot locate the package, contact us promptly. Resolution may depend on carrier documentation, delivery confirmation, shipping-address accuracy, and other relevant circumstances.
10. Incorrect Shipping Information
Customers are responsible for providing an accurate and complete shipping address.
If an order is returned or lost because an incorrect or incomplete address was provided, replacement or reshipping costs may be the responsibility of the customer, except where prohibited by law.
11. Research-Use Products
Nothing in this Refund Policy changes the designated research-use status or intended use of any Apep Biolabs product.
Returns, replacements, or refunds do not constitute representations regarding suitability for human or veterinary use.
12. Consumer Rights
Nothing in this policy is intended to limit or exclude rights or remedies that cannot legally be waived under applicable consumer-protection law.
Where applicable law provides greater rights than this policy, those legal rights will control.
13. Contact
Questions, cancellation requests, damaged-product claims, and refund inquiries should be sent to:
Apep Biolabs
info@apepbiolabs.com