Most Cellbase products aren't returnable, but issues sometimes arise requiring resolution.
Standard return policy:
Non-returnable products: These cannot be returned once shipped:
Cell lines and biological materials
Opened media or supplements
Sterile products once opened
Custom or made-to-order items
Temperature-sensitive products
Valid return/replacement reasons:
Your responsibility:
Product damaged during shipping (inadequate packaging)
Wrong product shipped
Product not as described/specified
Product defective as manufactured
Temperature compromise during shipping (your packaging)
Not your responsibility:
Buyer ordered wrong product
Product inappropriate for buyer's application (but properly described)
Temperature compromise after delivery
Product opened and used incorrectly
Resolution process:
Step 1: Investigation When a buyer reports an issue:
Ask for photos (packaging, temperature indicators, product)
Review order details and specifications
Check tracking and delivery confirmation
Assess cause of issue
Step 2: Determine responsibility If issue resulted from:
Your error or product defect → Full responsibility
Shipping/carrier issue → Shared responsibility
Buyer error → Educational opportunity, goodwill consideration
Step 3: Propose resolution
Your error or defect:
Replace at no charge via express shipping
Issue full refund if replacement not acceptable
Cover any expedited shipping costs caused by delay
Shipping damage:
Replace damaged items
File carrier claim for insurance
Improve packaging for future shipments
Buyer error:
Explain proper usage
Offer replacement at cost if appropriate
Consider goodwill discount for future orders
Disputed claims:
If you disagree with buyer's claim:
Review evidence objectively
Explain your assessment professionally
Propose compromise if appropriate
Involve Cellbase team if resolution unclear
Contact support for mediation. We'll review evidence from both sides and recommend fair resolution.
Prevention:
Minimise returns and disputes by:
Clear, accurate product descriptions
Complete specifications
Proper packaging
Prompt communication
Setting appropriate expectations
Quality control before shipping
Reputation matters:
How you handle problems affects your reputation more than avoiding problems entirely. Buyers remember suppliers who resolve issues quickly and professionally.