Refund & Return Policy
We want you to be confident in every order. If a catalog product doesn't meet your expectations or doesn't fit your workflow, you have a 30-day window to return it for a refund or replacement.
Eligibility
- Returns are accepted for catalog products only (custom and contract-manufactured products are non-returnable).
- Products must be unopened and in original packaging.
- Products must be within their stated shelf life on return.
- Return request must be made within 30 days of delivery.
- Temperature-sensitive products must have been maintained at proper storage conditions since delivery.
Damaged or defective product
If a product arrives damaged, expired, or otherwise defective, we replace it at no charge regardless of the 30-day window. Contact info@cellculturemedia.bio with photos and lot information.
Process
- Email info@cellculturemedia.bio with your order number, SKU, lot number, and reason for return. We will reply with a Return Authorization (RA) number and return shipping instructions within one business day.
- Ship the product back to the address we provide. Return shipping cost is reimbursed for defective or damaged product; for change-of-mind returns the customer covers return shipping.
- On receipt and quality verification we issue a refund (to the original payment method) or replacement within 5 business days.
Non-returnable items
- Custom-formulated and contract-manufactured products
- Products with broken seals or signs of use
- Products past their stated shelf life on return
- Temperature-sensitive products that show evidence of temperature excursion
Refund timing
Approved refunds are processed to the original payment method within 5 business days of receiving the returned product. Bank transfer refunds may take an additional 3-5 business days to clear depending on your bank.
Questions
Refund questions, RA requests, or special situations — email info@cellculturemedia.bio.
This policy is provided for general information and is subject to update. Last updated: 2026-05-15.