Refunds & replacements.

Policy overview

Sulan Bio aims to resolve genuine fulfilment and delivery problems fairly and as quickly as reasonably possible.

Depending on the issue, the appropriate resolution may be a refund, replacement shipment, replacement vial or another agreed solution.

Orders we cannot fulfil

If Sulan Bio accepts payment but is subsequently unable to fulfil all or part of an order, the value of the unfulfilled products will be eligible for refund.

This may include circumstances such as stock becoming unavailable, a product being withdrawn before dispatch or fulfilment becoming unavailable for the destination.

Where the entire order cannot be fulfilled, the applicable order value will be refunded. Where only part of the order cannot be fulfilled, the refund may be limited to the affected products unless another resolution is agreed.

Nominated refund address

Cryptocurrency refunds are sent to the nominated refund address supplied for the relevant order.

Sulan Bio may request confirmation of the refund address before submitting a refund where necessary for security or accuracy.

Refunds will not normally be redirected after a blockchain transaction has been submitted.

Damaged vials

If a vial arrives physically damaged as a result of shipping or handling, contact Sulan Bio support as soon as reasonably possible.

Once the damage is confirmed, Sulan Bio will arrange a replacement for the affected vial.

Damage may include a broken or cracked vial, a compromised container or another material shipping defect that makes the supplied vial unsuitable for its intended research condition.

Missing or incorrect items

If your shipment is missing a product or contains an incorrect item, contact support with your order number and details of the discrepancy.

Where a packing or fulfilment error is confirmed, Sulan Bio will normally arrange replacement of the missing or incorrect item or provide another appropriate resolution.

Delivery and lost shipment issues

International shipments may occasionally experience courier, customs or network delays. A delay alone does not necessarily mean a parcel has been lost.

If tracking indicates a material delivery problem, or if a shipment does not arrive within a reasonable period, contact Sulan Bio support so the shipment can be reviewed.

Depending on the circumstances and available tracking information, a replacement or refund may be offered where an eligible shipment is confirmed as undelivered.

Information required for a claim

To help investigate damaged, missing or incorrect shipments, Sulan Bio may request reasonable supporting information.

Supporting information helps distinguish shipping damage from other issues and allows replacements to be processed more efficiently.

Incorrect shipping information

Customers are responsible for providing complete and accurate delivery information during checkout.

If an incorrect or incomplete address causes a shipment to be returned, delayed, delivered incorrectly or otherwise become undeliverable, automatic refund or replacement eligibility may not apply.

Contact support as quickly as possible if you discover an address error before dispatch.

Cryptocurrency payment errors

Customers must send the correct cryptocurrency, amount and supported network shown during checkout.

Sulan Bio cannot guarantee recovery or reimbursement of funds sent to an incorrect blockchain address, through an unsupported network or using an unsupported asset.

Where funds are successfully received but an order cannot be fulfilled, the normal unfulfilled-order refund policy applies.

Request a refund or replacement

Contact Sulan Bio support with your order number and a clear explanation of the issue.