• Product defects or Quality Issues: 

For concerns regarding quality issues unrelated to temperature, customers may request a return or exchange within 7 days of receipt. Our quality control team will assess the returned items, and upon confirmation of the issue, a decision will be made to replace the product or issue a refund. 

• Exchanges for Incorrectly Ordered Items: 

If customers mistakenly order the wrong reagent, we may consider exchanges under certain conditions. Items that have not yet been shipped or unopened packages can be exchanged. The customer will be responsible for shipping costs. 

• Return Authorization Process: 

To initiate a return or exchange, customers must contact our Product Representatives team at services@IBTBioservices.com.  

• Note: All returns/exchanges must be shipped back within 7 days of notifying our product representatives about the issue. We reserve the right to refuse returns that do not meet the specified conditions outlined in this policy.