Refund & Return Policy

Last updated: July 29, 2026

Final Sale Policy

Due to the sensitive nature of laboratory research materials and the need to maintain strict quality-control and chain-of-custody standards, all Sentient Biogenix product sales are final, except where:

• An incorrect product was shipped.
• An item was missing from the order.
• A product arrived visibly damaged, leaking, broken, or with compromised packaging.
• A product had a verified defect that existed at the time of delivery.
• A refund, replacement, cancellation, or other remedy is required by applicable law.

We do not offer refunds, returns, or exchanges because a customer changes their mind, no longer requires the product, orders the wrong product or quantity, or is dissatisfied with the outcome of a research project.

Returns and Exchanges

Sentient Biogenix does not generally accept physical returns or exchanges of research compounds.

Once a product has left our control, we cannot verify how it was transported, stored, handled, opened, altered, or exposed. For safety, quality-control, and compliance reasons, a returned product cannot be placed back into inventory or resold.

Do not send a product back to Sentient Biogenix without prior written authorization. Unauthorized returns may be refused and may not qualify for a refund or replacement.

Where a return is approved or legally required, Sentient Biogenix will provide written instructions regarding how the product should be handled and returned. Where appropriate, we may instead instruct the customer to retain or safely dispose of the affected product.

Order Changes and Cancellations

Requests to change or cancel an order must be submitted as soon as possible after the order is placed.

We will make reasonable efforts to accommodate a request where the order has not yet entered processing. However, changes and cancellations are not guaranteed.

Once an order has been packed, assigned a shipping label, transferred to a carrier, or otherwise entered the fulfilment process, it may no longer be changed or cancelled.

Approved cancellations will be refunded to the original payment method, subject to any processing already completed and any rights that cannot legally be restricted.

Incorrect or Missing Products

Please inspect your order promptly after delivery.

Contact Sentient Biogenix if:

• The product received does not match the product shown on the order confirmation.
• The labelled quantity or concentration does not match the order.
• An item listed on the packing slip is missing.
• You received another customer’s order.

Please do not open, alter, use, or dispose of an incorrect product while the claim is being reviewed.

Once the issue has been verified, Sentient Biogenix will provide an appropriate remedy, which may include shipment of the correct product, replacement of the missing item, a store credit, or a refund for the affected item.

Products Damaged During Delivery

Please inspect the package and its contents as soon as reasonably possible after delivery.

A product may qualify for review where it arrived:

• Broken or visibly damaged.
• Leaking.
• Unsealed when a seal should have been present.
• With packaging that appears to have been opened or tampered with.
• In a condition that reasonably indicates the product was compromised during transportation.

Damage limited to the exterior shipping carton or cosmetic damage to packaging may not qualify for a refund or replacement where the labelled product and its immediate container remain intact and unaffected.

Reporting an Order Problem

Visible damage, missing items, incorrect products, or packaging concerns should be reported within 48 hours of delivery whenever reasonably possible.

Prompt reporting allows us to review carrier information, packaging records, and order-fulfilment details while the information is still available. A delayed report may affect our ability to verify the issue or submit a carrier claim.

Failure to report within 48 hours does not remove any legal right or remedy that cannot lawfully be waived or limited.

To submit a claim, please provide:

• Your full name.
• Your order number.
• The email address used at checkout.
• A clear description of the issue.
• Photographs of the exterior shipping package.
• A photograph showing the shipping label.
• Photographs of the interior packaging.
• Clear photographs of the affected product.
• A photograph showing the product label, lot number, or batch number.
• Any additional information reasonably requested during the review.

Please retain all products, containers, packaging, labels, and packing materials until the claim has been resolved. Discarding these materials may prevent Sentient Biogenix or the carrier from properly verifying the claim.

Product Quality Concerns

Quality concerns that are not visible at delivery should be reported promptly after they are discovered.

Please provide:

• The order number.
• Product name.
• Lot or batch number.
• Date the concern was discovered.
• A detailed explanation of the concern.
• Clear photographs or other relevant supporting information.
• Information about how the product was stored and handled after delivery.

Sentient Biogenix may review available product specifications, batch documentation, Certificates of Analysis, fulfilment records, photographs, and other relevant information when assessing a quality concern.

A product is not considered defective solely because a particular experiment, analysis, or research project did not produce the result anticipated by the purchaser. Research outcomes may be affected by handling, storage, equipment, methodology, conditions, materials, and other circumstances outside the control of Sentient Biogenix.

Sentient Biogenix does not guarantee any particular research, analytical, experimental, biological, or commercial outcome.

Claim Review and Available Remedies

Each eligible claim will be reviewed individually based on the available documentation and the circumstances of the order.

Where Sentient Biogenix confirms that an item was incorrect, missing, damaged, or defective when delivered, the available remedy may include:

• Replacement of the affected product.
• Shipment of the correct or missing product.
• Store credit.
• A partial refund.
• A full refund of the affected product.
• Another remedy required by applicable law.

The appropriate remedy will depend on the nature of the issue, product availability, supporting evidence, carrier findings, and applicable legal requirements.

A refund for one affected item does not automatically entitle the customer to a refund of unaffected items in the same order.

Where the problem resulted from an error by Sentient Biogenix, we will be responsible for reasonable shipping charges associated with the approved remedy.

Claims That Are Not Eligible

Except where otherwise required by law, refunds, returns, replacements, or exchanges will not be provided for:

• Change-of-mind purchases.
• Products that are no longer wanted or needed.
• Products or quantities ordered incorrectly by the customer.
• Products opened, altered, contaminated, transferred, relabelled, or otherwise modified after delivery.
• Damage caused by improper storage, handling, transportation, or use after delivery.
• Use inconsistent with the product label, accompanying documentation, or our Terms and Conditions.
• Products used in or on humans or animals.
• Research results that differ from the customer’s expectations.
• Minor cosmetic damage that does not affect the immediate product container or product integrity.
• Delivery delays where the package ultimately arrives intact, unless a remedy is required by law or expressly guaranteed by the selected carrier service.
• Packages returned because the customer supplied an incomplete or incorrect address.
• Packages refused or not collected from the carrier.
• Products purchased from an unauthorized third party or reseller.
• Claims involving products that cannot be identified through an order number, label, lot number, or other reasonable purchase record.

Lost, Stolen, or Misdelivered Packages

Claims involving packages that are delayed, lost in transit, marked as delivered but not located, stolen after delivery, returned to sender, or delivered to an incorrect address are handled in accordance with our Shipping Policy.

A replacement or refund may not be issued until the carrier has completed any required investigation.

Customers must reasonably cooperate with carrier investigations and provide requested delivery information, declarations, or supporting documentation.

Refused and Unclaimed Orders

Orders refused by the recipient or not collected from a carrier or pickup location are not automatically eligible for a refund.

If the package is returned to Sentient Biogenix, we will inspect and assess the shipment. Due to the sensitive nature of the products, returned products may not be eligible for resale even when they appear unopened.

Where a refund is approved, original shipping charges, carrier return fees, and other reasonable costs caused by the refusal or failure to collect the shipment may be deducted where permitted by law.

Refund Processing

Approved refunds will be issued to the original payment method used to place the order unless another method is required or agreed upon.

Sentient Biogenix will send an email confirmation after a refund has been initiated. The time required for the refund to appear in the customer’s account will depend on the payment processor, card issuer, or financial institution.

Shipping charges are generally non-refundable unless:

• The entire order was incorrect, damaged, or defective.
• The shipment problem resulted from an error by Sentient Biogenix.
• The selected carrier service provides an applicable refund.
• A refund of shipping charges is required by law.

No Unauthorized Human or Veterinary Use

All products offered by Sentient Biogenix are supplied strictly for lawful laboratory research and analytical purposes.

For laboratory research use only. Not for human or veterinary use. Not intended to diagnose, treat, cure, or prevent any disease.

No refund, replacement, credit, or other accommodation will be provided for a product used in a prohibited or unauthorized manner, except where a remedy cannot legally be excluded.

Consumer Rights

This Refund and Return Policy does not exclude, restrict, replace, or limit any warranty, cancellation right, refund right, remedy, or other consumer protection that cannot lawfully be waived.

Where this Policy conflicts with a mandatory requirement of applicable law, the legal requirement will apply.

Contact Us

Questions or claims regarding a refund, replacement, damaged product, missing item, or incorrect order may be directed to:

Sentient Biogenix
Operated by: Sentient Biogenix Corp.
Email: info@sentientbiogenix.com

Please include your order number and write “Order Issue” in the email subject line.