Return, Replacement & Cancellation Policy

All requests for refunds or replacements will be handled in accordance with the following terms and conditions, which both the Buyer and Supplier must agree to. However, if the complaints regarding product delivery or quality are found to be false, frivolous, or baseless, the Buyer will not be eligible for a refund or replacement.

Please be aware that if you are not affiliated with an authorized institute or company, or if you place an order by mistake, Freezylabs will cancel the order and apply a transaction fee of 2.5% of the total order amount before processing the refund. We kindly ask individuals ordering for personal use not to place orders. Our product supply is exclusively for companies and institutes, not for personal consumption.

Buyers are kindly requested to verify the accuracy of the catalog number and quantity ordered. If there are any uncertainties, please feel free to contact us via email at admin@freezylabs.com.

1. If a buyer places an order and subsequently cancels it within 24 hours of placing the order or before the material is shipped, whichever comes first, a fee of 2.5% of the total amount will be deducted prior to the refund.

2. If a buyer places an order and the product is unavailable or if the supplier fails to ship the material within the specified timeframe, a full refund will be issued.

3. If a buyer places an order and decides to return it without citing any specific reason, the supplier must be willing to accept the return. If the supplier agrees to the return, an internet handling fee of 3% of the invoice amount will be deducted from the total refund. Additionally, the buyer is responsible for covering the shipping charges for returning the ordered items. The refund will be processed once the supplier confirms receipt of the product in proper condition.

4. In the event of the supplier sending the wrong product, the buyer must report this within 7 days of receiving the material. The supplier will then arrange for a replacement. If the buyer prefers to cancel the order, a full refund will be provided.

5. If the supplier sends an incomplete order, the buyer should report this within 7 days of receiving the material. The supplier will then ship the remaining products. If the supplier is unable to do so, a partial refund will be issued.

6. If the supplier sends a damaged, defective, expired product, or a product that doesn't meet specifications, the buyer must report this within 7 days of receiving the item, along with accompanying images. The supplier will offer a replacement in such cases. If a replacement is unavailable and the buyer wishes to cancel the order, a full refund will be processed.

7. When the supplier accepts the return of a product, the original amount paid by the buyer during the product acceptance will be refunded. The refund will be issued either to the bank account specified by the buyer, the payment instrument used for the purchase, or any pre-paid payment instrument account of the buyer, at the discretion of Freezylabs.

8. If a buyer purchases products offline from the supplier, this return policy does not apply, and Freezylabs bears no responsibility or liability for any claims or damages. Buyers must directly address any claims or disputes with the supplier.

What is covered in the return policy?

• Non-receipt of items
• Physically damaged or defective items
• Items differing from the description or specification
• Incorrect item delivered
• Incorrect quantity
• Missing parts or accessories
• Expired products

By when can items be returned?

Buyers can request a return within 7 days of receiving a product that is "Damaged," "Defective," or falls under any of the conditions mentioned above.

What is the return process?

To initiate a return, please send an email to admin@freezylabs.com When submitting your return request, please provide the following details:

• Order ID
• Reason for returning the item
• Clear images showing any damage or missing products from the order
• Any other evidence that supports your request

Upon receiving your request, the Freezylabs Team will confirm the return process and provide guidance. It's recommended to package the returned items securely. The final decision regarding the request rests with Freezylabs and cannot be disputed.

Please ensure that the product is unused, in its original condition, with the seal intact, and includes all components from the package (such as price tags, labels, original packaging, invoice, and other items).

Once Freezylabs approves your return request, the full refund amount (excluding Internet handling fees in specific cases) will be returned through NEFT/RTGS within 7-10 working days after the supplier receives the returned product.

Can you replace the product?

Products can be replaced in cases of wrong/damaged/defective/expired deliveries. The following conditions apply:

• Replacement availability depends on supplier stock.
• The replacement process starts after the supplier receives the returned product.
• If the replacement item is out of stock, the order amount will be refunded.

Can I cancel the order?

Orders can be canceled within 24 hours of placement, as long as the material hasn't been shipped by the seller. To cancel an order, email freezylabs@gmail.com with the order ID. The cancellation process typically takes 1-2 business days. You will be notified via email. A cancellation fee of 2.5% of the total order value will be deducted before the refund is processed. Please note that the refund process takes 7-10 working days.

Additionally, please be aware that if you are not associated with an authorized institute or company, or if the order is a result of a mistake, Freezylabs will cancel the order and deduct a 2.5% fee from the total order amount before issuing the refund. We kindly request that individuals ordering for personal use refrain from placing orders, as our products are exclusively intended for companies and institutes.