Return Policy

1. When you can request a return

• Damaged in transit: broken vials, compromised seals, cold-chain failure.
• Incorrect item: product, dose, or quantity does not match your order.
• Defective product: visible contamination, off-color, or failed reconstitution when handled per protocol.

2. When we cannot accept a return

• Vials that have been opened, punctured, or reconstituted.
• Damage caused by storage outside recommended conditions after delivery.
• Change-of-mind returns on unopened vials, unless required by mandatory consumer law.
• Consumables (e.g. bacteriostatic water) once the seal is broken.

3. Timeframes

• Report issues within 7 days of delivery, with photos of the packaging and product.
• We respond within 2 business days.
• Approved refunds are issued to the original payment method within 5–10 business days after we receive and inspect the returned goods (where a return is required).

4. How to start a return

1. Email info@alveonbio.com with your order number and clear photos.
2. We'll confirm whether a return, replacement, or refund is appropriate.
3. If a return is required, we'll send a prepaid label and instructions.

5. EU withdrawal right

Where mandatory EU consumer law applies, private consumers have a 14-day right of withdrawal for unopened, unused goods. Sealed vials that are not suitable for return for hygiene or health-protection reasons — and any vial that has been opened after delivery — are excluded from this right under Art. 16(e) of the Consumer Rights Directive.

6. Shipping costs

For damaged, incorrect, or defective items we cover return shipping and reship at our cost. For withdrawal-based returns of unopened goods, return shipping is the buyer's responsibility.

7. Contact

Anything unclear? Email info@alveonbio.com — we resolve issues quickly and fairly.