Refund & Replacement Policy

Policy Overview

Luxera BIO is committed to ensuring customer satisfaction and proper product delivery. This policy outlines the procedures for addressing damaged shipments, lost packages, and product replacements.

Important: Timely reporting and proper documentation are essential for processing claims. Please follow the timelines and procedures outlined below.

Damaged Shipment Handling

Upon Delivery - Immediate Actions

If your shipment arrives damaged or with compromised packaging:

1. Do not discard the package: Keep all packaging materials as evidence
2. Assess contents: Check if products are intact despite packaging damage
3. Document damage: Take clear photos/videos of damaged packaging and contents
4. Contact us immediately: Do not accept the package if possible, or accept with notation of damage
5. Report within 24 hours: Contact Luxera BIO within 24 hours of delivery

Reporting Process

Email or contact info@biosupplypartner.com with:

• Order number
• Photos/videos of damaged packaging and contents
• Carrier name and tracking number
• Description of damage and impact on product
• Your contact information

Carrier Claim Process

For carrier damage:

1. We will file a damage claim with the carrier on your behalf
2. The carrier typically has 30 days to investigate
3. We will keep you updated on claim status
4. Upon claim approval, we will provide replacement or refund

Timeline: Replacement typically ships within 5-10 business days of damage verification.

Lost Package Policy

When a Package is Lost

If your shipment does not arrive within the expected delivery timeframe:

1. Check tracking: Verify tracking status; packages are sometimes delayed but not lost
2. Wait 48 hours: After expected delivery date before reporting as lost
3. Contact us: Email with order number and tracking information
4. We file inquiry: Luxera BIO files a trace with the carrier
5. Carrier investigation: Typically 5-10 business days
6. Resolution: Replacement or refund upon claim approval

International Lost Packages

For international shipments lost in customs or at the destination country:

• Buyer responsibility: The buyer is responsible for clearing customs and taking delivery
• Claim process: Luxera BIO will file carrier claims, but ultimate loss may be buyer's responsibility
• Replacement availability: Replacement will be considered on a case-by-case basis

Reporting Timeline

Strict deadline: Lost package claims must be reported within 30 days of original shipment date.

Replacement Eligibility

We Will Replace

Replacement will be provided at no cost when:

• Products arrive damaged due to carrier mishandling
• Products arrive with visible package damage affecting product quality
• The shipment is lost by the carrier
• We shipped the wrong product or incorrect quantity
• Products arrive with quality defects or damage attributable to our packaging/handling
• Product documentation or certificates are missing

We Will Not Replace

Replacement will not be provided in the following cases:

• Damage caused by recipient mishandling after delivery
• Improper storage or temperature exposure by recipient
• Refusal to accept delivery without documented damage
• Claims made beyond the 30-day reporting window
• Customer-requested cancellations (see cancellation policy)
• Damage due to customs seizure or regulatory action
• Recipient error in product selection or quantity
• Force majeure events or natural disasters

Replacement Timelines

Approved replacements will:

• Be prepared and shipped within 5-10 business days of approval
• Use the same shipping method as the original order
• Include tracking information

Refund Policy

Refund Eligibility

Refunds will be considered in the following circumstances:

• Product is damaged beyond recovery beyond replacement option
• Customer requests cancellation before shipment (subject to restocking fees)
• Carrier loss claim is not recoverable and replacement is not available
• Product quality issue or defect that cannot be remedied with replacement

Refund Process

When a refund is approved:

1. We will document the reason for refund
2. Original products must be returned (if still in possession and not hazardous)
3. Return shipping may be covered by Luxera BIO if we are at fault
4. Upon receipt and verification of returned products, refund will be processed
5. Refund will be credited to original payment method
6. Processing time: 5-10 business days after receipt

Refund Exclusions

Refunds will not be issued for:

• Voluntary cancellations after shipment
• Customer dissatisfaction with product specifications (must verify specifications before ordering)
• Misuse or mishandling by recipient
• Products used or opened by recipient
• Hazardous materials cannot be returned; no refund possible

Restocking Fees

For cancellations or returns initiated by the customer (not due to Luxera BIO error or damage):

• Before shipment: 15% restocking fee on order total
• After shipment: 25% restocking fee on order total + return shipping cost

Partial Shipment or Wrong Product Issues

If Items Are Missing

If you receive fewer items than ordered:

1. Verify the packing list included with shipment
2. Check all packaging materials; items may have been packaged separately
3. Contact us within 24 hours with order number and details
4. We will verify order records and ship missing items at no cost

If Wrong Product Received

If you receive an incorrect product:

1. Contact us immediately with order number and details
2. We will verify our shipping records
3. We will arrange return of incorrect product at our cost
4. Correct product will be shipped immediately at no cost

Reporting Timeline

Required: Report discrepancies within 7 days of delivery.

Quality Defect Claims

Product Quality Issues

If you believe a product has quality defects (failed COA, purity issues, contamination, etc.):

1. Contact us with order number and detailed description of defect
2. Provide Certificate of Analysis (COA) or test results if available
3. Describe how the defect was identified
4. We will investigate and determine appropriate resolution

Resolution Options

• Replacement product
• Partial/full refund at company discretion
• Product credit toward future orders

Claim Deadline

Quality defect claims must be reported within 30 days of delivery.

Return Shipping Address

When return shipping is required, we will provide a return address. Do not return products without prior authorization.

Unauthorized returns may not be accepted, and return shipping costs would be borne by sender.

Insurance and Liability

Our liability is limited to:

• Replacement of damaged or lost products
• Refund of original product cost only (not including shipping, handling, or other fees)
• Reimbursement of documented return shipping costs (if we are at fault)

We are not liable for:

• Lost profits or business interruption
• Consequential or indirect damages
• Recipient misuse or mishandling
• Regulatory issues or compliance problems

Dispute Resolution

If you disagree with a refund/replacement decision:

1. Contact our support team with detailed explanation and supporting documentation
2. We will review the case and respond within 10 business days
3. If unresolved, a manager will review and provide final determination
4. Final decisions are binding unless legal action is pursued