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
Minimize 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.
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