Return and refund policy

At Genosphere Biotechnologies, we take great pride in the quality of our products and services. Due to our rigorous QC procedures, we experience very few claims, as every custom-made product undergoes thorough testing and analysis before it is shipped. We stand by the specifications outlined in our quotes, ensuring that our clients receive reliable, high-quality tools for their research.

However, we also understand that in the realm of scientific discovery, especially with novel and previously unqualified molecules and bio-tools, uncertainties may arise under certain experimental conditions. While our products are made to the highest standards, these circumstances can sometimes lead to unexpected challenges. In such cases, we are committed to working closely with you to assess the issue and find the best resolution.

Eligibility for returns

All our product samples are custom-made based on the specific requirements of each project, involving highly technical and demanding processes. Before leaving our facility, every product undergoes strict quality control procedures (e.g., HPLC, MS, ELISA) to ensure that it meets the agreed specifications outlined in the quotation.

While we stand by the quality of our products, we understand that uncertainties may arise. If any issues appear unclear or questionable upon receipt, we are happy to evaluate them with you. Our guarantee is limited to the specifications and analysis tools defined in your project quote (e.g., HPLC profiles). Please note that we cannot guarantee the performance of our products in any experimental setting, nor guarantee conformity to analytical methods not specified in the original agreement.

Process for initiating a return

To initiate a return or discuss any concerns, please follow these steps:

Contact your assigned Customer Services representative directly with your claim. If you are unsure who your contact is, email us at info@genosphere-biotech.com.
Provide details about the issue, including your order reference number, the nature of the concern, and any relevant documentation or data (e.g., experimental results or analysis).
Your representative will coordinate internally with the appropriate teams and Group Leaders for evaluation. We will respond to your claim and work with you to address the situation.
If your claim is deemed eligible, we will arrange for a replacement of the product. We may require that the product be returned to us for further evaluation prior to initiating any replacement.

Refund policy

As all products are custom-made, we do not offer refunds or credits. However, in cases where a product issue is confirmed and deemed eligible, we will re-prepare and replace the custom product at no additional cost to you.

Time limits

To ensure prompt resolution, any claims must be submitted within 30 days of receiving the product. Claims submitted after this period may not be eligible for replacement.