Refund Policy
Effective date: 23 July 2026
1. Scope
This policy applies to institutional purchases from CN International LLC. Research materials may be sensitive, controlled, made to order, temperature-dependent or unsuitable for resale after leaving the verified supply chain. Return eligibility therefore depends on product condition, storage history and applicable safety or regulatory requirements.
2. Inspect deliveries promptly
Customers must inspect the shipment, outer packaging, quantity, product identity, lot information and visible condition promptly after delivery and before opening or use. Report an incorrect, missing, damaged or apparently defective item through the contact details in the order correspondence as soon as reasonably possible and, where feasible, within five business days after delivery.
3. Damaged, incorrect or defective goods
Please retain the product, packaging, labels and shipping materials and provide the order number, affected SKU and lot, a description of the issue, photographs and any relevant temperature or courier records. Do not use or dispose of the material unless instructed for safety reasons. After review, we may provide replacement, credit, refund or another remedy appropriate to the confirmed issue and required by applicable law.
4. Return authorisation
No product may be returned without written return authorisation and instructions from CN International LLC. Unauthorised returns may be refused. Authorisation does not guarantee a refund; returned goods remain subject to inspection, identity verification and chain-of-custody review.
5. Change-of-mind requests
A qualified institutional customer may request a discretionary return within 14 calendar days after delivery. To be considered, the product must be unused, unopened, unaltered, in its original sealed packaging and capable of safe, lawful resale with documented storage conditions. Approved change-of-mind returns may be subject to outbound and return transport costs, customs charges and a reasonable restocking deduction disclosed before return.
6. Non-returnable items
Unless defective, damaged or incorrectly supplied, returns are generally unavailable for opened or used products; products with broken seals; temperature-controlled, perishable or stability-sensitive materials; custom, special-order or customer-specific products; items that cannot be verified as continuously stored under required conditions; clearance items; or products restricted from re-entry into the supply chain by law, safety rules or quality procedures.
7. Cancellations
Order cancellation may be requested before dispatch. A cancellation is effective only when confirmed by us in writing. Orders already dispatched, prepared specifically for the customer or committed to a supplier may not be cancellable or may incur documented costs. If we cancel an order that we cannot fulfil, amounts paid for the unfulfilled portion will be refunded.
8. Refund processing
Approved refunds are normally issued to the original payment method or by the agreed business-payment route after inspection and approval. Processing may take up to 10 business days after approval, with additional time depending on banks or payment providers. Shipping, duties, taxes and customs charges are not refundable unless the return results from our error or applicable law requires otherwise.
9. Misuse and storage failures
We cannot accept responsibility for deterioration, contamination or loss caused after delivery by incorrect storage, handling, reconstitution, experimental use, transfer, administration or use outside the supplied research-use-only purpose and documentation.
10. Mandatory rights
Nothing in this policy limits remedies or rights that cannot be excluded under applicable law or a specific written supply agreement.
11. Contact
To request support, cancellation or return authorisation, use the public contact channel displayed on the storefront or reply using the contact details in your quotation, invoice or order correspondence. Include your institution, order number, SKU, lot and a concise description of the request.