Refund Policy

Because many of our products are sensitive research materials that require controlled storage and handling, returns and refunds are subject to the conditions below.

1. Order Cancellation

Customers may request an order cancellation before the order has been processed, packaged, or dispatched.

Once an order has been shipped, it cannot normally be cancelled. If you wish to cancel an order, contact us as soon as possible and provide your order number.

Approved cancellations may be subject to deductions for payment-processing, currency-conversion, or other non-refundable transaction fees.

2. Eligibility for Returns

A return may be considered when:

• The wrong product was delivered.
• The product arrived damaged or contaminated.
• The package contains a quantity different from the confirmed order.
• The product materially differs from the specifications stated in the order confirmation or applicable Certificate of Analysis.
• Another return has been approved in writing by our customer-support team.

You must report the issue within seven calendar days of delivery. Requests submitted after this period may not be eligible for a return, replacement, or refund.

Products must remain unused, unopened, and in their original packaging unless the reported issue could only reasonably be discovered after opening the package.

Do not return any product without receiving written authorization and return instructions from us.

3. Non-Returnable Products

For safety, quality-control, and contamination-prevention reasons, we generally cannot accept returns of:

• Products that have been opened, used, mixed, tested, altered, transferred, or repackaged.
• Products that have not been stored or handled according to the supplied instructions.
• Temperature-sensitive products affected by improper storage after delivery.
• Custom-manufactured, specially synthesized, or personalized products.
• Products purchased on clearance or marked as final sale.
• Products damaged through misuse, negligence, or unauthorized handling.
• Products returned without prior authorization.
• Products whose original seals, labels, batch numbers, or packaging have been removed or altered.

These restrictions do not exclude any rights that cannot legally be excluded under applicable consumer-protection laws.

4. Damaged, Defective, or Incorrect Orders

Please inspect your package immediately after delivery. If an item is damaged, defective, missing, or incorrect, contact us within seven calendar days and provide:

• Your full name and order number.
• The product name and quantity affected.
• A clear description of the problem.
• Photographs or videos of the product, shipping package, label, seal, batch number, and visible damage.
• A copy of the shipping label and any supporting test documentation, where applicable.

Please retain the product and all original packaging while we investigate the claim. Disposing of the product or packaging before the investigation is completed may prevent us from verifying the claim.

If the claim is approved, we may offer a replacement, store credit, partial refund, or full refund, depending on the circumstances.

5. Product Quality Claims

Any claim concerning purity, identity, potency, or another technical specification must be supported by reliable documentation.

Where independent laboratory testing is submitted, the laboratory should be appropriately qualified, and the report should identify the testing method, sample details, batch number, test date, and complete results.

AASraw Gear Biochemical Technology Co., Ltd may request a retained sample or arrange additional testing before approving the claim. We are not responsible for results affected by improper sampling, storage, transport, handling, dilution, formulation, or testing procedures.

6. Return Authorization and Shipping

Approved returns must be sent to the return address provided by our customer-support team. Please do not send products to any address shown on a shipping label unless instructed to do so.

Returned products must be securely packaged and, where required, shipped using a trackable service. The customer is responsible for return-shipping costs unless the return results from our error or the product was confirmed to be defective upon delivery.

Unauthorized returns, refused packages, or packages sent to an incorrect address may not qualify for a refund.

7. Refund Processing

Once an approved return is received and inspected, we will notify you of the outcome.

Approved refunds are generally processed within seven to fourteen business days and issued through the original payment method whenever possible. Processing times may vary depending on the payment provider, bank, currency, and destination country.

Original shipping charges, payment-processing fees, currency-conversion fees, customs charges, and return-shipping costs are generally non-refundable unless the return was caused by our error or applicable law requires otherwise.

If a refund cannot be sent through the original payment method, we will contact the customer to arrange an appropriate alternative.

8. Shipping Delays and Lost Packages

Estimated delivery dates are provided for guidance and are not guaranteed. International shipments may experience delays caused by customs inspections, public holidays, carrier disruptions, weather conditions, incorrect delivery information, or other events outside our reasonable control.

A package will not be considered lost solely because delivery has been delayed. We may require the carrier’s investigation to be completed before providing a replacement or refund.

If tracking confirms delivery to the address supplied at checkout, we are not normally responsible for theft, loss, or misplacement occurring after delivery. Customers should contact the carrier and check with household members, neighbours, reception desks, or local delivery offices before submitting a claim.

9. Incorrect or Incomplete Delivery Information

Customers are responsible for providing a complete and accurate name, address, postal code, telephone number, email address, and any other information required for delivery.

We are not responsible for packages delayed, lost, returned, or delivered incorrectly because of inaccurate or incomplete information supplied by the customer. Additional shipping charges may apply if an order must be resent.

10. Customs, Import Restrictions, and Seized Packages

Customers are responsible for confirming that the products ordered may legally be imported, possessed, stored, and used in their destination country or region.

AASraw Gear Biochemical Technology Co., Ltd is not responsible for customs delays, import restrictions, permit requirements, taxes, duties, seizures, destruction, or rejection resulting from local laws or the customer’s failure to obtain the necessary authorization.

Refunds for packages rejected or seized by customs are not guaranteed and will be evaluated individually, subject to applicable law and the circumstances of the shipment.