Refund Policy
Refund Policy
This Refund Policy describes how cancellations, refunds, replacements, and exceptional cases are handled for purchases made on Biostarks (“Biostarks”, “we”, “us”, “our”). By placing an order, you agree to the terms below.
1) Order cancellation before shipment / fulfilment
We are happy to cancel and refund orders prior to shipment or fulfilment, provided the order has not yet entered fulfilment processing. Please note that fulfilment may occur the same day an order is placed. If you wish to cancel, contact us as soon as possible using the details in Section 6.
If the order is successfully cancelled, we will issue a refund to the original payment method.
2) Orders after shipment / fulfilment
Once an order has been shipped or fulfilled, it is generally final and non-refundable.
We may, at our discretion, make exceptions in exceptional circumstances. Any such exception will be assessed case-by-case and does not create an entitlement to future exceptions.
3) Damaged items or wrong item received
If you receive an item that is damaged or you received the wrong item, we will replace the item free of charge provided that:
- You notify us within 30 days of reception; and
- You provide sufficient proof (e.g., clear photos of the item, packaging, shipping label, and any visible damage).
We may request additional information to validate the claim and facilitate replacement.
4) Sample not viable / analysis not performed
If your sample is not viable or analysis is not performed, we will assess the situation to determine whether the issue is attributable to Biostarks.
- If the issue is due to an error on our side, we will provide a replacement kit free of charge.
- If the issue is due to customer-related factors (for example, improper collection, insufficient sample quantity, or failure to follow collection instructions), we can provide a replacement kit upon request at a preferred replacement price, intended primarily to cover logistics and packaging costs.
Where applicable, we may request relevant details (including the kit ID) to investigate and determine eligibility.
5) How refunds are issued (when applicable)
When a refund is approved, it will be issued to the original payment method used at checkout. Processing times may vary depending on your bank or payment provider.
6) How to request a cancellation, replacement, or review
To request a cancellation (prior to fulfilment), report a damaged/wrong item, or request a review for a non-viable sample, please contact:
To help us process your request quickly, please include:
- Your order number; and
- The kit ID, where applicable; and
- Any supporting information or proof (e.g., photos for damage/wrong item cases).