Refund and Returns Policy

Refund and Returns Policy

At Xcel Drive Bio, we are committed to ensuring customer satisfaction. This Refund and Returns Policy explains the terms and conditions for returning products and obtaining refunds for items purchased directly from us or from third-party vendors on our platform.

General Return Policy

1.1 Products may be eligible for return if they are defective, damaged during shipping, or incorrect.

1.2 All return requests must be initiated within the timeframe of delivery, as specified for each product.

1.3 Certain products, such as perishable items, hazardous materials, or custom orders, may not be eligible for return unless defective or damaged.

Returns for Products Sold by Xcel Drive Bio

2.1 If you purchased a product sold directly by Xcel Drive Bio, you may request a return by contacting our customer service team.

2.2 Products must be returned in their original condition and packaging, including all documentation, to qualify for a refund or replacement.

2.3 Refunds will be issued to the original payment method within 14 days after the returned product is received and inspected.

2.4 Shipping fees for the original order are non-refundable unless the return is due to an error on our part (e.g., incorrect or defective item).

Returns for Products Sold by Third-Party Vendors

3.1 Third-party vendors set their own return policies, which are outlined on the product page. Please review these policies before purchasing.

3.2 To initiate a return for a third-party product, contact the vendor directly through our platform. Vendors are responsible for handling the return, including issuing refunds or replacements.

3.3 If you encounter issues with a third-party vendor, Xcel Drive Bio may assist in resolving the matter, but we are not responsible for the vendor’s actions.

Non-Returnable Items

4.1 The following items are generally non-returnable unless defective:

Perishable or time-sensitive products.
Opened or used reagents, chemicals, or consumables.
Customized or special-order products.

4.2 Items marked as “final sale” or “non-returnable” at the time of purchase are not eligible for return.

Process for Returns

5.1 To initiate a return, follow these steps:

Contact customer service at customers@xceldrbio.com or the vendor through the platform.
Provide your order number, a description of the issue, and photos (if applicable).
Await approval and return instructions.

5.2 Once approved, ship the product to the provided address using a trackable shipping method. Customers are responsible for return shipping costs unless otherwise specified.