Returns and Refunds

At Sinelio, we want every order to be handled clearly, carefully and professionally. This Returns and Refunds Policy explains your right to withdraw from a purchase, when a return may be accepted, and how we handle damaged, incorrect or incomplete orders.

Sinelio products are supplied strictly for laboratory research use only. Due to the nature of research-use biochemical materials, product integrity depends on proper storage, handling and unopened packaging. For this reason, some products may not be eligible for return once opened, unsealed, reconstituted, used, altered or handled in a way that makes their condition impossible to verify.

Orders are shipped from Poland. This policy applies in addition to our Terms and Conditions.

14-day right of withdrawal

If you are a consumer, you have the right to withdraw from a distance purchase within 14 days without giving a reason, unless a legal exception applies.

The 14-day withdrawal period starts from the day on which you, or a person indicated by you other than the carrier, receive the goods.

To exercise your right of withdrawal, you must contact us within the 14-day period and clearly inform us of your decision to withdraw from the purchase.

Please do not send any products back to us until we have confirmed the return procedure and provided return instructions.

Important return limitations

Because Sinelio products are research-use materials, returns may be refused where the product cannot be safely or reliably accepted back.

A product will generally not be eligible for return if:

the vial, seal, tamper-evident protection or packaging has been opened, broken or tampered with;
the product has been reconstituted, used, altered, mixed or partially removed;
the product has been stored outside the conditions stated on the product page, label or packaging;
storage and handling conditions after delivery cannot be reasonably verified;
the product is returned without prior written return instructions from Sinelio;
the product is damaged or incomplete for reasons not attributable to Sinelio.

These limitations do not affect your statutory rights where the product is incorrect, damaged, defective or otherwise not in conformity with the order.

How to request a return

To request a return or withdrawal, please contact us within 14 days of delivery and include:

your order number;
the email address used for the order;
the product or products you wish to return;
a clear statement that you wish to withdraw from the purchase or request a return;
photos of the product packaging and seal, if requested.

After receiving your request, we will review it and provide the next steps. If the return is accepted, we will provide return instructions.

Unauthorized returns may be refused.

Return condition

Returned products must be sent back without undue delay after we confirm the return instructions.

Unless we agree otherwise, returned items must be:

unused;
unopened;
in their original packaging;
complete;
protected for transport;
in a condition allowing inspection after return.

You are responsible for handling the product only to the extent necessary to inspect it in the same way you would in a physical store. If the value of the product is reduced due to handling beyond what is necessary, we may reduce the refund accordingly.

Return shipping costs

Unless the return is caused by our error, the customer is responsible for the direct cost of returning the products.

If the return concerns an incorrect, damaged or defective item caused by Sinelio or by shipment handling, we may cover reasonable return shipping costs or provide an alternative solution.

Refunds after withdrawal

If your withdrawal is accepted and the returned products meet the return conditions, we will refund the payments received from you for the returned products.

The refund will normally be issued using the same payment method used for the original purchase, unless another method is expressly agreed.

We may withhold the refund until we receive the returned products or until you provide proof that the products have been sent back, whichever occurs first.

Refund processing times may vary depending on the payment provider, bank or card issuer.

Damaged, incorrect or incomplete orders

If your order arrives damaged, incorrect or incomplete, please contact us as soon as possible and no later than 14 days from delivery.

Please include:

your order number;
a clear description of the issue;
photos of the outer parcel;
photos of the shipping label;
photos of the product packaging and vial;
photos showing the damage or issue, if applicable;
for missing-item claims, a photo of all items received in the parcel.

We may ask for additional information, photos, tracking details or a short video if needed.

After verification, Sinelio may offer one or more of the following solutions:

replacement;
reshipment;
refund;
partial refund;
store credit;
another appropriate solution agreed with you.

Non-eligible cases

Refunds, replacements or returns may be refused in the following cases:

the request is submitted after the applicable deadline;
the product was opened, unsealed, reconstituted, used, altered or tampered with;
the product was stored outside the recommended conditions;
the customer ordered the wrong product or variant;
the customer provided an incorrect or incomplete delivery address;
the customer refused delivery;
the customer failed to collect the parcel from the carrier or pickup point;
the parcel is marked as delivered by the carrier and no convincing evidence of non-delivery is provided;
the return was sent without prior written instructions from Sinelio;
the issue results from customs refusal, import restriction, seizure, local regulatory requirements or other circumstances outside Sinelio’s control.

International orders and import responsibility

Customers are responsible for ensuring that products ordered from Sinelio may be lawfully imported, possessed and used for research purposes in their destination country.

Customs inspections, delays, holds, refusals, seizures, import duties, taxes and local regulatory restrictions are outside Sinelio’s control.

Unless required by applicable law or expressly agreed by Sinelio, refunds or replacements are not provided for orders affected by customs or import restrictions in the destination country.

Contact

To request a return, withdrawal, refund or order review, please contact us through our official support channel and include your order number.

We will review your message and respond with the next steps.