Return and Exchange Policy

Invoice Description Receiving Notice Return and Exchange Policy

General Provisions: Huibai Reagent promises to apply for return or exchange within 7 days from the date of product sale (based on the actual receipt date) and within 30 days (excluding personal reasons of the customer) if the following conditions are met. Customers can submit a return request online or contact Huibai Reagent Customer Service Center to handle the return or exchange matters. The specific return and exchange standards are as follows:

Return and exchange category	Specific description	Does it support returns and exchanges within 7 days	Does it support exchange within 30 days	Is there a return shipping fee charged	remarks
Product quality defects	Product quality defects refer to the appearance, condition, physical and chemical properties of a product that do not match the indicators in the product quality standards; The customer provides photos or diagrams that can prove the existence of defects in the product. After verification and confirmation by our technical department, it is determined that the product has quality defects.	Yes	Yes	No	If the customer is unable to provide relevant diagrams or photos, but our technical department verifies and confirms that the product has quality defects, it can also be processed according to this return and exchange type. The return courier must choose our designated courier company

Transportation damage	Transportation damage refers to the damage, leakage, breakage, staining, etc. caused during transportation. The customer provides photos that clearly show the problem with the product, and after verification by our after-sales customer service personnel, it is determined to be transportation damage;	Yes	No	No	If the courier can provide relevant proof, it will accelerate the handling of the problem; The return courier must choose our designated courier company

Huibaiyi operation error	It refers to errors made by employees of Huibaiyi Company in the processes of document preparation, outbound, sorting, and shipping	Yes	No	No	The return courier must choose our designated courier company

Buyer's reasons	Returns and exchanges caused by personal reasons of the customer must be verified and confirmed by our after-sales customer service personnel. The specific confirmation content includes but is not limited to the following: whether the product belongs to low-temperature transportation and storage, whether the product belongs to standard products, whether the product is sensitive to light, whether the product belongs to customized products, whether the product is opened, etc; A handling fee of 20% of the product transaction price will be charged, with a minimum charge of 100 yuan	Yes	Yes	Yes	The express delivery fee shall be borne by the customer themselves. If the returned product leaks, is damaged, or lost during the return process, the customer shall be responsible for it.

1. Determine the actual date of receipt

The actual arrival date displayed on the third-party courier/logistics platform shall prevail. If the third-party partner cannot effectively return the delivery date, Huibai Reagent customer service will confirm the actual arrival date with the customer manually based on factors such as distance.

2. If the customer needs to process a refund for the returned product, they must return the original invoice provided by us. After verification and confirmation by our finance department, we will refund the payment to the customer's designated account;

We will not accept return requests caused by the buyer's reasons in the following situations:

1. The product has been opened, the label is damaged, the label has been replaced, the packaging bottle has been replaced, and the product that needs to be refrigerated for transportation has not been sent back with humidified ice (March to October);

Products stored at -20 degrees Celsius are not eligible for return requests;

Products stored at 3.2-8 degrees Celsius from March to October are not eligible for return requests;

4. If the product is damaged, leaked or spoiled due to improper packaging by the customer during the return process, even if we receive the return, our company cannot handle it;

5. Customized products, futures products, large packaging products, purchasing products, and standard category products are not eligible for return requests.

We will not accept complaints regarding product quality in the following situations:

1. For products transported at room temperature, if the delivery time exceeds two months, quality complaints will not be accepted;

2. For products transported under refrigeration, if the delivery time exceeds one month, quality complaints will not be accepted (products shipped in November/December/January will be handled according to the standard for products transported at room temperature);

3. Quality complaints are not accepted for products transported by freezing if the delivery time exceeds one month;

4. Product quality issues caused by improper use or storage by customers.

Specific return process:

1. Customer submits application=>2. After verification and confirmation by after-sales customer service personnel=>3. After confirmation, customer service personnel send a return order to the customer=>4. The customer returns the product (including invoice) together with the return order to the address specified on the return order