Product quality, integrity, and customer satisfaction are important to us. Because our products are intended strictly for laboratory research and require controlled handling and storage, we maintain specific requirements regarding returns, replacements, and refunds.
Due to the nature of our research products, Eterna Bio Labs generally cannot accept returns of products once they have been delivered. This policy helps protect product integrity and ensures that returned products are never placed back into inventory after leaving our control.
Please carefully review your order before completing your purchase.
If your order arrives damaged, defective, leaking, broken, or otherwise compromised, please contact Eterna Bio Labs promptly after delivery. To evaluate the issue, we may request:
If Eterna Bio Labs sends you an incorrect product or quantity, please contact us promptly after receiving your shipment.
Once the discrepancy has been verified, we will work to correct the order at no additional cost to the customer.
Orders may be eligible for cancellation before they have been processed or shipped. Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible.
Please contact us as quickly as possible if you need to request a cancellation.
Eterna Bio Labs is not responsible for products incorrectly ordered by the customer. This includes selecting the wrong product, quantity, or other product option.
We encourage customers to carefully verify all order information before submitting payment.
Customers are responsible for providing complete and accurate shipping information.
Eterna Bio Labs is not responsible for delays resulting from incorrect addresses, carrier disruptions, weather conditions, or other circumstances outside our reasonable control.
Claims involving lost or significantly delayed shipments will be reviewed individually based on available carrier tracking information and the circumstances of the shipment.
Customers are responsible for properly receiving, handling, and storing products after delivery.
Refunds or replacements may not be available when product quality has been affected by improper storage, handling, reconstitution, use, contamination, or other circumstances occurring after successful delivery.
Approved refunds will generally be issued to the original payment method. Processing times may vary depending on the payment provider or financial institution.
Shipping charges and other associated fees may be non-refundable except when the refund results from an error by Eterna Bio Labs or as otherwise required by applicable law.
When a replacement is approved, Eterna Bio Labs reserves the right to replace the affected product rather than issue a monetary refund when appropriate.
Replacement eligibility is determined after reviewing the circumstances of the claim and any supporting documentation.
All Eterna Bio Labs products are offered strictly for legitimate laboratory research and analytical purposes. Unless expressly stated otherwise, products are not intended for human or veterinary consumption or use, or for the diagnosis, treatment, cure, mitigation, or prevention of disease.
Eterna Bio Labs reserves the right to refuse return, refund, replacement, or credit requests involving suspected fraud, repeated policy abuse, product tampering, or circumstances inconsistent with the terms of this policy, subject to applicable law.
Questions regarding an order, damaged shipment, replacement, or refund should be submitted to Eterna Bio Labs customer support at eternabiolabs@pm.me with your order information and a description of the issue.
Quality You Can Trace. Precision You Can Trust.
See also our shipping information and research use agreement.
