Return & Refund Policy

1. Return Eligibility

To maintain the integrity and safety of our biologic products, returns are accepted under the following conditions

  • Unopened and Unused Products: Items must be in their original, sealed packaging with intact labels and unbroken seals.
  • Storage Compliance: Products must have been stored according to the specified conditions outlined on the product label and Instructions for Use (IFU).
  • Timely Return Request: Return requests must be initiated within 30 days of product receipt.
2. Non-Returnable Items

Returns will not be accepted for:

  • Opened or Used Products: Items that have been opened, partially used, or have broken seals.
  • Temperature-Sensitive Products: Items requiring cold storage, such as vials, injections, vaccines, and pen fills, due to safety concerns
  • Expired Products: Items that have expired post-purchase.
  • Products Damaged Post-Delivery: Items damaged due to improper storage or handling after delivery.
3. Return Authorization Process

To initiate a return:

  • Contact Customer Service: Reach out to our Returns Department at Customersupport@cellutionbiologics.com to request a Return Merchandise Authorization (RMA) number.
  • Provide Necessary Details: Include the following information:
    • Order number
    • Product name and quantity
    • Serial number
    • Reason for return
  • RMA Validity: The RMA number is valid for 30 business daysfrom the date of issuance. Products must be shipped within this timeframe.
4. Shipping Instructions
  • Packaging: Ensure products are securely packaged to prevent damage during transit.
  • Shipping Method: Use a trackable and insured shipping service.
  • Shipping Costs: Customers are responsible for return shipping costs unless the return is due to our error or product defect, or has approval from COO / CCO.
5. Inspection and Refunds
  • Product Inspection: All returned items will be inspected upon receipt to verify compliance with our return policy.
  • Restocking Fee: A restocking fee of 15% may be applied to eligible returns, except in cases of product defect or shipping error, or returns which has management clearance.
  • Refund Method: Approved refunds will be processed within 10 business days and added as a credit note after the product reaches us.
6. Damaged or Defective Products

If you receive a damaged or defective product:

  • Notification: Contact us within 7 daysof receipt.
  • Documentation: Provide photographs and a detailed description of the issue.
  • Resolution: We will offer a replacement or a full refund.
7. Policy Updates

We reserve the right to modify this return policy at any time. Changes will be communicated through our official channels.