Returns Policy

MtoZ Biolabs Return and After - sales Support Policy

1. Return Timeframe

If you are not satisfied with our services, you can request a return or after - sales support within 30 days from the date of service delivery. After 30 days, no return or after - sales requests will be entertained.

2. Conditions

Service - specific Conditions

Since our services are intangible, the return is mainly applicable when there is a significant deviation from the agreed - upon service scope, quality issues, or errors in the analysis results. If the research project has been completed as per the initial agreement and requirements, and the results are consistent with the industry standards, a return may not be eligible.

Data and Sample - related

All data provided as part of the service must be intact and not misused. If you have used the data in a way that would make it difficult to assess the original service quality, the return request may be rejected. Samples, if any, should be returned in their original state (if applicable) and within the time frame specified by our team. Any sample that has been contaminated, altered, or used in an unauthorized experiment will not be considered for a return - related adjustment.

Non - returnable Services

• Custom - designed bioinformatics algorithms or software specifically tailored to your unique requirements, unless there are clear bugs or functional failures that prevent normal use.
• Services that have been completed based on your explicit approval of intermediate results during the service process.
3. Shipping Guidelines (for Physical Materials)
• The first return for physical materials (e.g., unused kits) is eligible for free shipping, provided the issue is not caused by customer error. For subsequent returns, the customer is responsible for shipping costs.
• Customers must obtain the designated return address from our Customer Support Team before returning any physical items.
4. How to Apply for After - sales
• Send the inquiry via email.
• Send us the formal requirmentorm submission section.
• In the form:
• Clearly state the reason for your after - sales request.
• Provide specific details of the problems you encountered, such as the specific situations you faced.
• Attach any relevant data or documents. For example, if there are discrepancies in the analysis results, please attach them together.
• Once we receive your request, our dedicated support team will review it within 48 hours and get back to you with proposed solutions.
5. Important Notice
• For any communication regarding returns or after - sales, please contact our Customer Service team. Do not attempt to resolve issues through other channels as they may not be authorized to handle such requests.
• If you are required to provide additional information or samples for the after - sales process, make sure to do so accurately and within the specified time frame. Failure to do so may result in a delay or rejection of your request.
6. Refunds

Refund Timeframe

If your return or after - sales request is approved, the refund process will be initiated. For payments made via credit card, the refund will be processed within 7 - 14 business days. For payments made via PayPal, the refund will be processed within 48 hours. For payments made through other e - wallet options, the refund will be processed within 24 - 48 hours depending on the specific  processing time.

Refund Amount

The refund amount will be calculated based on the proportion of the service that was not provided as per the agreement or the degree of quality issues. If the service has been partially completed and is still of some value to you, the refund will be adjusted accordingly.

7. Still Need Help?

If you have any further questions or need more assistance regarding our return and after - sales policy, please contact our Support Team. We are committed to providing you with the best possible support and will reply to all messages within 24 hours.