Refund Policy

01Scope

This policy applies to products ordered from Bond through the portal or any other channel that references it, and forms part of our Terms of Use and Sale. If accepted order-specific terms conflict with this policy, those terms control.

02Final sale

Except as required by law or described in this policy, shipped products are not eligible for refunds, credits, exchanges or returns — including for change of mind, ordering mistakes, changes in your needs, or inability to obtain a license or approval.

03Cancellations before shipment

You may request cancellation any time before your order ships; it takes effect once we confirm it in writing. Payments for cancelled orders are refunded to the originating account. White-label, custom and specially sourced orders may not be cancellable once production or procurement has started.

04Issues we will review

• Shipping damage: the package arrived visibly damaged, tampered with or compromised in transit.
• Shortage or wrong item: something is missing, or the product, strength, quantity or lot differs from your order.
• Nonconformity: the product materially fails to meet Bond's written specifications, confirmed after reasonable verification.
• Hidden issues: a problem that could not reasonably be found on inspection, reported within the deadline below.
• Recalls: any product Bond asks you to return, quarantine or destroy under a safety notice or recall.

05What isn't covered

• products that have been opened, used, altered, relabeled, repackaged, combined or transferred, except as reasonably needed to identify a hidden issue;
• damage or degradation after delivery, including from late pickup, refused delivery, improper storage or mishandling;
• white-label, custom or final-sale items where that status was disclosed before the order was accepted;
• products bought from anyone other than Bond;
• cosmetic damage to outer shipping materials that doesn't affect the product; and
• claims submitted late, without requested evidence, or after the product or packaging was discarded.

06Deadlines

Inspect every shipment as soon as it arrives. Report visible damage, shortages or wrong items within three (3) business days of delivery. Report hidden issues within three (3) business days of discovering them and no later than thirty (30) days after delivery. The carrier's delivery record establishes the delivery date.

07How to submit a claim

Email info@bondbiomeds.com with:

• your name, practice and order number (BB-#####);
• the product, strength, quantity and lot number printed on the vial;
• a description of the issue and when you found it;
• photos of the product, labels, seals, packaging and shipping box; and
• any carrier notes or other documents we reasonably request.

Keep the product and all packaging until we respond.

08Quarantine and authorized returns

Set aside any product you believe is damaged, mislabeled or compromised, and do not use, transfer or discard it unless we instruct you to. If we authorize a return, we'll send written instructions; we may instead ask for photos, independent testing or documented destruction. Unauthorized returns may be refused.

09Our review and remedy

We may review order and shipping records, photos, carrier data, lot documentation and any returned product. For a verified, eligible claim, Bond will replace the affected product with the same or a comparable product, or — at our discretion, or where replacement isn't possible — issue a credit or refund for the affected item. To the extent permitted by law, this is your sole remedy.

10Questions

Contact info@bondbiomeds.com before taking any action on a shipment you have concerns about.