Return and Refund Policy

Last Updated: June 30, 2026

At AFSBio, we supply research-use-only (RUO) products sourced directly from global manufacturers. As a result, all returns, replacements, and refunds are subject to the specific policies and approval of the original supplier.

1. Immediate Notification Requirement

All issues must be reported promptly upon receipt of the shipment.

  • Damaged or Defective Items: Must be reported within 72 hours of delivery
  • Incorrect Items or Shipping Errors: Must be reported within 5 business days of delivery
  • Temperature Excursions or Cold-Chain Concerns: Must be reported within 24 hours of delivery

If you're unable to inspect a shipment within these windows due to lab closure, holiday, or staffing, contact us before the deadline. Any extension is subject to supplier approval and is not guaranteed. Failure to notify AFSBio within these timeframes may result in the claim being denied in accordance with supplier requirements.

2. How to Submit a Claim

To initiate a claim, contact our support team ( or through our Google Form: https://forms.gle/Bt3nKCF8Tgeq8ar26) with the following:

  • Order number and invoice details
  • Product catalogue number and batch/lot number
  • Clear description of the issue

Supporting documentation (may be required for evaluation), such as:

  • Photos of packaging, labeling, and condition upon arrival
  • Temperature logger data (if applicable)
  • Experimental data (for performance-related concerns)
    • For performance-related concerns, we may request supporting data such as control results. We will specify exactly what's needed when we contact you after the claim is filed.

We aim to acknowledge receipt of your claim within 1 business day. An automated confirmation will be sent upon submission, followed by a manual review if additional information is required. We aim to provide an estimated resolution timeline within 5 business days after initial review. If documentation is incomplete, we'll follow up to help you gather what's needed before any decision is reached. Filing a claim begins the review process but does not guarantee a specific outcome.

3. Evaluation and Resolution

All claims are reviewed in coordination with the original supplier.

AFSBio does not independently guarantee outcomes, as final decisions are subject to supplier approval.

Depending on the outcome, AFSBio may offer one of the following remedies:

  • Replacement, store credit, or refund (where permitted by the supplier), which may be subject to restocking or handling fees
    • Fees, when applicable, will be disclosed before any deduction is made
  • Denial of the claim if supplier conditions are not met 

Where multiple remedies are available, we will take your preference into account.

If the supplier's investigation is inconclusive or remedy is unreasonably delayed beyond 30 days, AFSBio may, at its discretion, offer store credit. We aim to provide status updates approximately every 10 business days while a claim is pending with the supplier.

4. Return Authorization (RMA Required)

Returns are only accepted with prior written authorization.

Do not return any product without an official Return Merchandise Authorization (RMA).

Unauthorized returns will not be processed.

Approved returns must follow the specific instructions provided (including shipping method and temperature control)

5. Non-Returnable Items

Due to the nature of research reagents:

  • Temperature-sensitive products (e.g., shipped on dry ice, -20°C, or 4°C) are generally non-returnable unless proven defective at delivery
  • Custom or made-to-order products are non-returnable and non-refundable
  • Opened or used products cannot be returned unless confirmed defective

Items confirmed defective on arrival are eligible for replacement or credit regardless of temperature-sensitivity or custom status.

6. Important Notes

AFSBio acts as an intermediary between the customer and manufacturer.

Many products cannot be resold once shipped.

AFSBio or supplier will cover return shipping costs for confirmed defective or incorrect items; customer-requested returns outside these categories may incur shipping costs to the customer.

Claims based on experimental outcomes may require validation and are assessed case-by-case by the supplier.

AFSBio is not responsible for product degradation resulting from improper handling or storage after delivery, or for issues reported after the notification windows defined in Section 1 have expired.

The following section sets out the legal limits of AFSBio’s liability and does not expand or modify the remedies described above:

7. Limitation of Liability and Product Warranties

Intermediary Role: AFSBio operates as a distributor and intermediary between the customer and third-party manufacturers.

No Independent Warranties: AFSBio makes no independent warranties, express or implied, including but not limited to warranties of merchantability or fitness for a particular purpose. All product warranties, if any, are provided solely by the original supplier.

Exclusion of Consequential Damages: In no event shall AFSBio be liable for any indirect, incidental, special, or consequential damages. This includes, but is not limited to, including but not limited to loss of research data, lost laboratory time, failed experiments, or loss of related reagents.

Maximum Liability Cap: AFSBio’s total aggregate liability for any approved claim related to a product shall not exceed the purchase price paid for that product, except where prohibited by applicable law.

 

If unsatisfied with the outcome, you may request a second review by AFSBio. Send an email to with “Escalation” in the subject line for review by a senior member. In accordance with CASL, this email address does not consent to receiving unsolicited commercial messages (CEMs); suppliers must use our contact form.