Refund policy

Sovicell supplies Products intended for professional laboratory and research use. Orders may be cancelled prior to shipment. If an order is cancelled before shipment, a full refund will be issued to the original payment method within five (5) business days.

Once an order has been shipped, Products are generally not eligible for return or refund, except where required by applicable law or where a Product is demonstrably defective at the time of delivery.

If a Product is received in a damaged condition or does not materially conform to its published specifications, Sovicell will, at its discretion, provide a replacement Product or issue a refund, provided that Sovicell is notified in writing within five (5) business days of receipt and the Product has been properly received, stored, and handled in accordance with the applicable instructions.

Products that have been opened, used, altered, improperly stored, contaminated, or handled inconsistently with applicable instructions are not eligible for return or refund, except where the defect existed at the time of delivery.

Temporary thawing of temperature-controlled Products during shipment does not by itself constitute a defect and is not grounds for rejection, return, or refund where the Product remains usable in accordance with the applicable instructions.

Custom-made, customer-specific, or special-order Products are non-cancellable after production or dispatch has begun and are not eligible for return or refund except in the case of demonstrable defects existing at the time of delivery.

Products are not eligible for return or refund where delivery is delayed, refused, held, seized, inspected, destroyed, or otherwise impacted due to import requirements, customs procedures, veterinary or sanitary controls, missing permits, or the Customer’s failure to comply with applicable laws or provide required documentation, unless the issue resulted directly from Sovicell’s shipment of non-conforming Products.

Used Products, opened biological materials, laboratory waste, or contaminated materials will not be accepted for return unless expressly agreed in writing by Sovicell.

Shipping, handling, customs duties, import taxes, inspection fees, and similar charges are non-refundable.

Refunds, where applicable, will be issued to the original payment method used for the purchase.

For questions regarding refunds or to report a defect, please contact Sovicell using the contact details provided on our website.