AOWEISI Returns & Refunds Policy

This Policy applies to AOWEISI biomaterial-line products, including lyophilised biomaterial powders, companion reconstitution solutions, associated consumables, and related B2B orders.

AOWEISI biomaterials are primarily intended for institutional customers, laboratories, research partners, and professional use contexts. Because products involve batch management, sealed packaging, reconstitution, and traceability requirements, once an order has shipped we generally do not accept discretionary returns or exchanges.

AOWEISI lyophilised products, while sealed and unreconstituted, offer good storage stability and shipping convenience. The lyophilised form supports stability before reconstitution and supports transport, procurement, and professional workflows.

After reconstitution, store and use the product according to the label, instructions, or on-site guidance. Issues arising from improper post-reconstitution storage, excessive hold time, contaminated handling, use beyond the recommended period, or off-label use are outside the scope of return, exchange, or refund.

We do not accept returns, exchanges, or refunds in the following situations:

•The product has been opened, unsealed, reconstituted, used, or its sealed packaging is damaged; •Lot numbers, labels, outer cartons, inner packs, instruction cards, or other audit-critical information are missing or damaged; •The customer requests return due to procurement changes, research direction changes, ordering mistakes, duplicate orders, or other personal reasons; •The customer failed to store, reconstitute, or use the product as required by the label or instructions; •Abnormalities arise from improper customer handling, secondary contamination, co-mingling, or use beyond recommended intent; •Custom orders, bulk purchases, sample evaluations, OEM/ODM orders, institutional collaboration orders, or special orders already confirmed for production or shipment.

If any of the following occurs, the customer may contact AOWEISI customer service or sales within 7 days of receipt to request after-sales handling:

•Delivered goods do not match the order; •Quantity shortage; •Obvious damage in transit; •Severe outer-pack anomalies at receipt; •Verifiable batch, packaging, or quality anomalies.

The customer should provide:

•Order number; •Product lot number; •Photo of the shipping label; •Photos of outer carton; •Photos of inner packaging; •Photos of product labels; •Problem description and any necessary images or video evidence.

After review and confirmation, we may offer reshipment, replacement, partial refund, or another reasonable remedy depending on the facts.

Upon receipt, promptly inspect outer cartons, inner packaging, and product condition.

If severe outer damage, leakage, missing items, or obvious shipping anomalies are observed, photograph evidence and contact AOWEISI within about 24 hours of receipt when possible.

Claims for transit damage, shortage, or outer-pack issues raised after a reasonable window may not receive carrier claim support; we will assess based on available evidence.

Cross-border orders may require additional handling time due to customs inspection, clearance requirements, logistics delays, or local policy. Normal clearance waiting is not treated as an order defect.

Losses from delay, return, destruction, or failed delivery due to the following are borne by the customer:

•Incorrect or incomplete address provided by the customer; •Recipient unreachable; •Customer refusal of parcel; •Customer failure to cooperate with clearance; •Customer refusal to pay lawfully due duties or fees; •Local restrictions preventing final delivery.

If reshipment fees, return fees, storage, duties, or other logistics costs arise for these reasons, we may deduct them from any refundable amount.

Refunds apply only to confirmed order anomalies, mis-shipment, shortage, transit damage, or verified quality issues.

If a physical return is required, the customer must obtain written confirmation from AOWEISI and ship back as instructed. Unauthorised returns may be refused or left unprocessed.

Refunds start after returned goods are received and inspected. Refunds are credited to the original payment path; timing depends on payment providers, banks, or card networks.

If an order is cancelled for customer-specific reasons and third-party payment fees were incurred, legally permissible fees may be deducted from the refund.

Customers may request cancellation before shipment; whether cancellation succeeds is subject to confirmation by customer service or sales.

Once an order enters picking, packing, batch lock, label generation, carrier handoff, or shipped status, it is considered in fulfilment and generally cannot be cancelled.

Institutional orders, bulk purchases, special collaboration programmes, custom orders, OEM/ODM orders, and sample test orders, once confirmed, do not support discretionary cancellation, return, or refund.

Where an order involves phased delivery, custom labelling, dedicated lots, specified packaging, or special production, the executed contract, order confirmation, or written correspondence prevails.

All after-sales requests are judged using order records, lot numbers, logistics records, packaging status, photo/video evidence, and testing where needed.

Quality disputes rely on AOWEISI internal quality review or mutually accepted third-party testing. Subjective views, non-standard use outcomes, or off-label use outcomes are not grounds for refund or compensation.

Different batches may show minor differences in powder appearance, colour shade, dissolution speed, or cosmetic detail. If specifications are met, such variation is not a basis for return, exchange, or refund.

AOWEISI biomaterials should be managed and used by institutions, laboratories, or qualified professionals according to product instructions.

We do not accept return, exchange, refund, or liability for issues caused by customers altering use, mixing other substances, exceeding recommended intent, misuse, or failure to follow instructions.

To request after-sales handling, contact us via the official customer channels or email below with complete order information and supporting evidence.

•Official customer service email: aoweisibio@aoweisiglobal.com

AOWEISI reserves the right to review and decide return, exchange, refund, and after-sales requests based on evidence supplied and order records.