Returns & refunds

Why we cannot accept returns

Once a vial leaves our custody we have no record of how it was stored or handled. Material whose storage history we cannot evidence cannot be returned to inventory and sold to somebody else, whatever condition it appears to be in. Accepting returns would mean either destroying returned stock at our cost or reselling material whose history we cannot vouch for. We are not willing to do the second, so we do not do the first either.

Accordingly, all sales of correctly supplied product are final. This includes orders placed in error, orders no longer required, and material that has been opened or brought into solution.

When we will replace or refund

We replace or refund, at your election, where the fault is ours or the shipment arrived damaged. Supporting evidence is required in every case, and except where noted the vial must be unopened and unused.

• Wrong item shipped. You received something other than what your invoice says. The vial must be unopened and unused. Send photographs of what arrived, with the label legible.
• Damaged in transit. Broken vials or compromised seals on a domestic shipment, reported within five business days of delivery with photographs of the packaging as received.
• Off specification. Independent third-party analysis shows the lot falls below the purity stated on its certificate. This is the one case where the vial will necessarily have been opened and material consumed, and that does not count against the claim — the test is the evidence. Send us the report and the lot number.
• Non-delivery. A domestic shipment that the carrier confirms as lost.

Outside those cases we do not accept returns. That includes a vial that has been opened, reconstituted or used, an order placed in error, and an order no longer required.

How to raise a claim

Email support@afabiosciences.com with your order reference, the lot number from the vial label, a description of the problem and photographs where relevant. We aim to respond within one business day. Claims must be raised within thirty days of delivery.

Where to send an authorized return

Do not send anything back before we ask you to. Where we do authorize a return, it goes to the street address below, which is for authorized returns only:

AFA TRADERS LLC, trading as AFA Biosciences
504 Westside Ave #24003, Jersey City, NJ 07304, United States

Write the order reference on the outside of the parcel. Our mailing and business address is a PO box and cannot accept carrier deliveries, so a return sent there will not reach us. An unauthorized return, or one sent to the wrong address, is refused and not refunded.

Independent testing

We encourage independent verification and we do not treat it as an insult. If a third-party assay disagrees with our certificate, send it to us — we will have a retained sample of the lot re-tested by the independent laboratory, and if the lot is genuinely off specification we will refund the affected order in full, recall the remainder of the lot and reimburse your testing cost.

Refused and undeliverable shipments

Shipments refused at delivery, or returned to the carrier because an address was incorrect, are not refunded. Where a shipment comes back to us intact we will re-ship it once the correct address and a second shipping charge are provided.

Customs, forwarded and exported orders

Shipments outside the United States travel at your risk. Risk of loss passes to you when we hand the parcel to the carrier (Terms §7), and the transit cover above — damage and confirmed non-delivery — applies to domestic shipments only. Once an international shipment has been dispatched we cannot recall, redirect or trace it. Check your delivery address before you order; we send to the address you give us.

On any order shipped outside the United States you are the importer of record. If the destination's customs authority holds, seizes, destroys or refuses entry to a shipment, we cannot recover it and the goods are not refunded — which is why we ask you to check your country's import rules before you order, and why we will answer questions about documentation beforehand. A parcel returned to us because duties were not paid is treated the same way.

An order that the purchaser forwards or re-exports after delivery is outside our control; anything seized, held or destroyed after it leaves the delivery address is not refunded. See our Shipping & Handling policy.