1. General Policy Overview


Due to the sensitive nature of laboratory research materials, returned items must remain sealed and in their original condition. Products that have been opened, unsealed, or otherwise removed from their protective packaging cannot be accepted for return for safety and quality control reasons.

2. EU Right of Withdrawal (14 Days)

You may withdraw from your purchase within 14 days of receiving the goods, in accordance with the EU Consumer Rights Directive.

Conditions for eligibility:

  • the product is unused
  • the original seal is fully intact
  • packaging is undamaged
  • the item has been stored properly

Products that do not meet these conditions cannot be returned.

3. Non-Returnable Items (Legal Exemptions)

The right of withdrawal does not apply to:

  • goods that have been unsealed after delivery
  • goods that cannot be returned for reasons of protection of health or hygiene
  • goods whose quality or stability may be compromised once opened

Once a vial’s seal is broken or packaging has been opened, the item is considered non-returnable.

4. Quality Review Process

If you believe there is an issue with the product you received, please contact us before taking any further steps.

Procedure:

  • provide the Batch Number and a description of the issue
  • our team will conduct a quality review
  • if a defect is verified, we will offer either a replacement or a refund

We do not require or request external laboratory testing.

5. Return Procedure

To initiate a return:

  1. Contact support at info@bionixresearch.com within 14 days of delivery.
  2. Wait for a Return Merchandise Authorization (RMA) number.
  3. Ship the item only to the designated EU logistics hub provided in the RMA.
    (Do not send returns to our administrative office in Estonia.)
  4. Use a tracked shipping method.
    Return shipping costs are the responsibility of the Buyer unless the return is due to an error on our side.

6. Refunds

Once the returned item is received and inspected:

  • we will notify you of approval or rejection
  • approved refunds will be issued to the original payment method within 7–14 business days

For digital payment methods, refunds are processed at the Euro (€) value displayed at checkout at the time of purchase.

7. Damaged Shipments

If your order arrives damaged:

  • notify us within 48 hours of delivery
  • provide photographs of the outer packaging and the affected item
  • once verified, we will arrange a replacement or refund at no additional cost