Refund Policy

1. Scope

This policy covers every order placed with LMG Bio LLC and is part of our Terms of Use and Sale. Where the two documents differ on returns, refunds or replacements, this policy applies. If you accepted written terms specific to an order, those terms apply to that order. Nothing here takes away a right that the law does not allow you to give up.

2. Final sale, no refunds

We cannot confirm how a product was stored or handled once it is delivered, so every sale is final. We do not issue refunds, credits, exchanges or courtesy returns, including for a change of mind, a change in your plans or intended use, an ordering mistake, or a license or approval you were unable to obtain. Replacement under this policy is a limited, case-by-case remedy, not a general right to return.

3. Cancellations

You may ask us in writing to cancel an order before it ships. The order is cancelled only when we confirm it in writing; once picking, packing or shipping has started, cancellation may no longer be possible. If an order is cancelled before it ships, or if we are unable to ship it, the amount paid is returned, as required by law. Shipped products are still final sale.

4. Cases we review

We review claims for: damage that occurred in transit, including signs of tampering or a temperature indicator showing an out-of-range reading on arrival; missing items, or a product, strength, quantity or lot different from your order; a material difference from the lot's Certificate of Analysis or our published specifications; a hidden problem that could not reasonably be seen when the package was inspected (see Time limits); and products covered by a recall or safety notice.

5. Cases we do not accept

Products that were opened, used, sampled, altered, relabeled, repackaged, transferred or resold; damage or temperature exposure that happened after delivery, for example from a refused or uncollected package, an unsuitable delivery address, transport you arranged, or improper storage; products sold as final sale, short-dated or clearance when that was stated before purchase; products bought from anyone other than LMG Bio LLC; minor cosmetic marks on the outer box that do not affect the product; claims made late, without the evidence we ask for, or after the product or packaging was discarded or altered; and any loss connected with buying, reselling, moving or using a product without authorization or against the law.

6. Time limits

Check every delivery as soon as it arrives: the outer box, seals, labels, lot numbers, quantities and any temperature indicator. Keep the product, the packaging and any photos before opening or using anything. Report visible damage, missing items or an incorrect product within 24 hours of delivery, with photographs. Report a hidden problem within 3 business days of finding it and no later than 30 calendar days after delivery. Report non-delivery if the order has not arrived within 15 business days of confirmation. The carrier's delivery record is normally used to set the delivery date. Recall and safety instructions follow their own notice and are not limited by these periods.

7. How to file a claim

Write to support. A claim counts as received once we confirm it in writing or open a support ticket. Please include: your name, order number and delivery date; the product, quantity and lot number; what happened and when you noticed it; photos or video showing the vial, its label and seal, the box and any temperature indicator; relevant storage and receiving records; and any note from the carrier.

8. Quarantine and returns

Set aside any product you believe may be damaged, mislabeled, tampered with or exposed to the wrong temperature, and do not use, move, sell or discard it until we reply. Sending a claim is not permission to ship anything back. If we need the product back, we will send a return authorization (RMA) with the address, packaging and shipping instructions. We may instead ask for photos, independent testing or certified destruction. If something is returned without that authorization, we may refuse it or keep it at your cost, as far as the law allows.

9. Evaluation

To assess a claim we may look at our order and shipping records, tracking and carrier information, temperature readings, custody and storage records, certificates and test results, and we may ask you to keep evidence, return the product or allow an evaluation by us or a qualified third party. Accepting a claim for review does not mean we accept that there is a defect or that we are liable.

10. Remedy

If, after checking it, we approve a claim, we send you a new unit of the same product, or an equivalent one, at no cost to you. Approval is not automatic. Replacement is the only remedy; we do not issue refunds or credits instead, and we do not reimburse original shipping, express charges, insurance, duties, taxes or third-party fees, unless the law requires it. Only if a replacement cannot be supplied is the amount paid for the affected product returned, as required by law.

11. Processing

Once a replacement is approved, we decide the product, quantity, shipping method and timing, and we may first require a return, proof of destruction, updated delivery details or correction of a storage issue. Replacements ship from our U.S. fulfillment center, subject to availability, and the shipping is at our cost. Claim periods keep running from the original delivery; a replacement does not start them again unless we say so in writing or the law requires it.

12. Lost shipments

Tell us promptly if a shipment seems lost, delayed or delivered to the wrong place, and keep the tracking information. We will support the claim with the carrier and replace the order once the loss is confirmed. Who bears the risk of loss is set out in our Terms of Use and Sale.

13. Recalls

A recall, withdrawal or safety notice may set its own steps and remedies. Follow it right away, including any instruction to quarantine, notify others, return, test or destroy a product. For the products and event it covers, the notice prevails over this policy.

14. Chargebacks

Please contact us before disputing a charge so we can look into it. This policy does not remove any right you have with your card issuer, but the same loss cannot be recovered twice, for example through both a replacement and a chargeback, or through a carrier or insurance payment. We may pause a claim while a chargeback on the same order is open.

15. Abuse

We may decide that this policy has been abused, for example through repeated or inconsistent claims, false or altered documents, deliberate damage, refusing to keep or provide evidence, trying to keep the original unit as well as the replacement, misusing chargebacks, ignoring quarantine instructions, or signs that a product was bought, resold or used without authorization. In that case we may deny the claim and, as far as the law allows, restrict the account, cancel orders not yet accepted, refuse future orders or end the business relationship. Orders we have already accepted, and rights that cannot be waived, are not affected.

16. Changes

When we change this policy, we publish the new text with the date it takes effect. Your order is governed by the text that was in force on the day we accepted it; a later recall, safety or legally required procedure can still apply if it states so.

17. Contact

Questions, cancellation requests and claims: support@lmgbioresearch.com · [PENDIENTE P1: phone]. Keep your ticket number or our written confirmation.