At STEMIOLOGYTM, we are committed to delivering products of the highest quality. If you experience an issue with your order, we will work with you to resolve it fairly and efficiently. Please read this policy carefully before requesting a return, replacement, refund, or cancellation.
ELIGIBILITY FOR RETURNS OR REPLACEMENTS
Returns or replacements may only be requested under the following circumstances:
- Incorrect product received
- Product received in damaged condition
- Product received with broken or tampered packaging
- Product received in expired condition
- Missing item(s) from the order
- Empty package received
Requests for returns or replacements must be submitted within 48 hours of delivery.
Requests submitted after this period may not be eligible for review.
MANDATORY UNBOXING VIDEO
To assist with verification and fraud prevention, customers are strongly advised to record a complete and uninterrupted video while opening the package.
For claims relating to:
- Damaged products
- Missing products
- Empty packages
- Incorrect products
An unboxing video may be required as supporting evidence.
Failure to provide adequate supporting evidence may result in rejection of the claim.
NON-RETURNABLE PRODUCTS
- For hygiene, safety, and consumer protection reasons, the following products cannot be returned, refunded, or exchanged:
Opened products - Used productsOnly regular priced items may be refunded. Sale items cannot be refunded.
- Products with broken seals
- Products damaged after delivery
- Products altered or modified by the customer
- Products returned without original packaging
- Products purchased through unauthorized sellers
- Promotional, complimentary, or free gift items
PRODUCTS NOT ELIGIBLE FOR REFUND
Refunds shall not be granted in the following situations:
Customer changes their mind after purchase
Product preference issues
Fragrance, texture, or cosmetic preference concerns
Failure to read product descriptions before purchase
Individual results differing from expectations
- Skin compatibility concerns where no product defect exists
- Minor packaging variations that do not affect product quality
- Delays caused by courier partners, customs authorities, weather conditions, or circumstances beyond our reasonable control
- Because skincare and cosmetic products are highly personal in nature, results may vary between individuals.
RETURN REQUEST PROCESS
To initiate a return or replacement request:
Step 1
Contact our support team within 48 hours of delivery.
Email: stemiologybiotech@gmail.com
Include:
- Order number
- Full name
- Contact details
- Description of the issue
- Relevant photographs
- Unboxing video (where applicable)
Step 2
Our team will review your request within 2–3 business days. Additional information may be requested if required.
Step 3
- If approved, we may arrange:
- Reverse pickup, or
Self-shipping instructions where reverse pickup is unavailable.
Step 4
Returned products will be inspected upon receipt.
Approval of replacement or refund remains subject to verification by our quality control team.
REFUND PROCESS
If a refund is approved:
Prepaid Orders
Refunds will be credited to the original payment method used during purchase.
Cash-on-Delivery Orders
Refunds will be issued through bank transfer or another approved payment method after receipt of the customer’s banking details.
Refund processing may take approximately 5–10 business days depending upon banks, payment gateways, and financial institutions.
STEMIOLOGYTM shall not be responsible for delays caused by third-party financial service providers.
REPLACEMENTS
Where applicable, replacement products will be shipped after verification and approval of the claim.
Replacement availability depends on stock availability.
If replacement stock is unavailable, a refund may be issued at our sole discretion.
ORDER CANCELLATIONS
Orders may be cancelled only before shipment.
Once an order has been dispatched from our warehouse, cancellation requests cannot be accepted.
STEMIOLOGYTM reserves the right to cancel any order due to:
- Product unavailability
- Pricing errors
- Suspected fraud
- Payment verification issues
- Operational or logistical constraints
- Where applicable, refunds for cancelled prepaid orders will be processed to the original payment method.
REFUSED OR UNDELIVERED ORDERS
If an order is returned because:
- Customer refuses delivery
- Incorrect address was provided
- Customer was unavailable
- Delivery attempts failed
- Customer failed to respond to courier communications
STEMIOLOGYTM reserves the right to deduct applicable shipping, handling, return shipping, customs, payment gateway, or operational costs before issuing any refund.
INTERNATIONAL ORDERS
International orders may be subject to customs duties, taxes, VAT, import charges, or local regulatory restrictions.
Such charges remain the sole responsibility of the customer.
Refunds shall not be provided for:
- Customs refusal
- Import restrictions
- Failure to pay customs duties
- Regulatory restrictions in destination countries
LIMITATION OF LIABILITY
To the fullest extent permitted by applicable law, STEMIOLOGYTM shall not be liable for indirect, incidental, consequential, special, or punitive damages arising from product use, shipping delays, delivery failures, customs actions, refund delays, or return-related disputes.
FINAL DECISION
All return, refund, replacement, and cancellation requests remain subject to review and approval by STEMIOLOGYTM.
The decision of STEMIOLOGYTM regarding eligibility under this policy shall be final, subject to applicable consumer protection laws.
CONTACT US
STEMIOLOGYTM Customer Support
Email:- stemiologybiotech@gmail.com
Website:- www.stemiology.com