Customer satisfaction is our top priority. If you have any questions regarding which product fits your application or any challenges and technical questions regarding our products, please contact techsupport@definedbioscience.com.   

To be eligible for a return, the product must be in the same condition that you received it, unopened, with tags, in its original packaging, and stored in the proper temperature requirement. Defined Bioscience retains the sole discretion and reserve the rights to refuse any return. To start a return, please contact us at orders@definedbioscience.com and provide the Order Number, SKU, quantity, and the reason for your return. Our customer support team will reach out to you to acquire additional information, or if the return is accepted, provide an RMA number and instructions on how to return the product. Email inquiries are usually responded to within 2 business days.

When your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without an RMA number will not be accepted. 

You can always contact us for any return question at orders@definedbioscience.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right

Exceptions / non-returnable items
Certain types of items cannot be returned:

• If the product has been delivered over 30 days.
• If the product is not unopened, with tags, in its original packaging.
• If the product has not been stored in the proper temperature.
• If the product contains hazardous material.
• If the product is marked as non-returnable.
• If the product is a custom-made product.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original online payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at orders@definedbioscience.com.

Order Cancellations
Orders may be cancelled prior to shipment only with the prior written approval of Defined Bioscience. Defined Bioscience reserves the right to decline any cancellation request once an order has entered processing, production, procurement, or fulfillment.

Orders for custom, made-to-order, specially procured, or otherwise non-stock products may not be cancelled once production or procurement has begun.

Once an order has shipped, it may no longer be cancelled. Any request made after shipment will be treated as a request for return and will be subject to Defined Bioscience's applicable return and refund policies, including any requirements for prior authorization, product condition, storage history, and return eligibility.

Delivery and payment of an order do not create a right of cancellation or return. Except where otherwise required by law or expressly agreed in writing by Defined Bioscience, all approved cancellations, returns, refunds, credits, or exchanges are at Defined Bioscience's discretion.

Products that have been delivered and are subject to controlled storage or handling requirements may be deemed ineligible for return where Defined Bioscience cannot independently verify that required storage, handling, packaging, and chain-of-custody conditions have been continuously maintained.