Shipping, Handling & Returns Policy
This policy outlines how Aventris processes, dispatches, and manages orders for Research Use Only (RUO) materials, including our free express shipping offering and the conditions under which replacements, exchanges, or refunds may be considered.
1. Order Processing & Dispatch
- All orders are shipped via express service at no additional cost.
- Orders are typically dispatched within same–1 business day after payment confirmation.
- Dispatch timeframes may vary due to verification, compliance review, or operational factors.
- Aventris reserves the right to place orders on hold or cancel orders where information is incomplete or concerns arise.
- Tracking details are provided once an order has been dispatched.
2. Delivery Timeframes
- Total delivery time: typically 1–4 business days (including processing and transit).
- Delivery timeframes are estimates provided by third-party carriers and are not guaranteed.
Aventris is not responsible for delays caused by carriers, weather events, customs processes, or other factors outside our control.
3. Non-Delivery Guarantee
If your order does not arrive due to circumstances beyond your control, we will reship it free of charge.
This includes situations such as:
- Lost in transit by the carrier (tracking shows no delivery);
- Customs seizure or destruction (one-time reship per order);
- Carrier damage resulting in non-delivery.
To request a free reship, contact us with your order number and a brief description of what occurred.
This guarantee does not apply where non-delivery results from incorrect address details provided by the customer, failure to collect from a pickup point, refusal of delivery, or where tracking confirms successful delivery.
4. Packaging & Condition on Dispatch
Orders are packaged using commercially reasonable protective methods appropriate for the shipment of laboratory research materials.
Responsibility for material condition transfers to the customer upon delivery. Aventris cannot guarantee product integrity after delivery due to factors outside our control.
5. Post-Delivery Responsibility
Customers are solely responsible for storage, handling, and use of materials after delivery. Aventris does not provide handling instructions and does not supervise post-delivery conditions.
Aventris is not responsible for degradation, loss, or damage resulting from:
- Improper storage or environmental exposure after delivery;
- Delay in receipt or retrieval after carrier delivery;
- Container opening, tampering, or misuse.
6. Returns, Exchanges & Refund Eligibility
Due to the nature of Research Use Only materials, Aventris does not accept returns for:
- Opened, used, altered, or reconstituted products;
- Products that have left controlled distribution conditions;
- Change-of-mind purchases or customer ordering errors.
Returns, exchanges, replacements, or refunds may be considered only where:
- An incorrect item was shipped due to Aventris error;
- The product is demonstrably defective on arrival; or
- Transit damage is documented within 48 hours of delivery.
7. Replacement & Exchange Process
Requests must include:
- Order reference number;
- Clear photographs of external packaging and product condition;
- A written description of the issue.
Aventris may require return of the product for inspection prior to approving an exchange, replacement, or refund. All resolutions are determined at Aventris' discretion.
8. Use Scope & Limitations
All materials supplied by Aventris are provided strictly for Research Use Only. Aventris assumes no responsibility for misuse, diversion, or application outside permitted laboratory research contexts.