Return Policy
Last updated: March 1, 2025
1. All Sales Are Final
Due to the temperature-sensitive, research-grade nature of our products and the strict cold-chain conditions required to maintain their integrity, all sales are final. Once an order has been dispatched, RegenMed cannot accept returns, exchanges, or refunds under any circumstances other than those expressly set out below.
Once a parcel has left our facility, we cannot verify how it has been stored, handled, or transported on return. For this reason — and to safeguard the quality and safety of every order we ship — we do not accept returns of unwanted, change-of-mind, or unused products.
2. Limited Exceptions
In rare cases, we may, at our sole discretion, offer a replacement (not a refund) where:
- The product arrived visibly damaged in transit, with the outer packaging clearly compromised on delivery.
- You received an incorrect item different from what was listed on your order confirmation.
Claims must be submitted within 24 hours of delivery via our contact page, and must include your order number, photographs of the unopened outer packaging, photographs of the product and labels, and a clear description of the issue. Claims received outside this window or without supporting evidence will not be considered.
3. Not Covered
The following are not eligible for replacement or refund:
- Change of mind, incorrect product selection, or duplicate orders placed by the customer.
- Products that have been opened, used, refrigerated incorrectly, or removed from their original packaging.
- Delivery delays caused by the courier, incorrect addresses, or missed delivery attempts.
- Products affected by the customer's failure to refrigerate after first opening as instructed.
- Adverse outcomes related to the use of any product — all items are sold strictly for laboratory research use.
4. Cancellations
Orders may only be cancelled if requested before dispatch. Once an order has been processed and handed to our courier, it cannot be cancelled and no refund will be issued.
5. Replacements Only
Where a claim is approved under Section 2, we will dispatch a replacement of the same product via our standard cold-chain service. We do not offer cash refunds, store credit, or substitutions for different products.
6. Contact Us
All claims must be submitted in writing via our contact page within the timeframes set out above. We review every claim individually and reserve the right to decline any claim that does not meet the conditions of this policy.
