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Return Policy & Warranty Information


Return Policy

Customers should carefully inspect their shipment upon arrival and report any problems, damages or discrepancies within two business days by calling our Customer Service Department at 888-588-8115 or by dialing 704-588-6607.  Due to the nature of serum products sold by Serum Source International, special care must be taken to assure original performance of products have been maintained for possible return.  Customers are required to retain all packaging and shipping documents for any approved return.

Serum Source International will not accept product returns due to customer error or accept any return of material that has been altered in any way (i.e. further processed, re-bottled, opened, thawed or stored improperly).  Any products accepted by Serum Source International for return will be given a Return Authorization Number (RAN) and the customer will be given special packaging and shipping instructions prior to the shipment of any returned goods.  Any returns accepted are subject to a 20% restocking fee determined by the reason for return as well as any related return shipping charges, including dry ice and all necessary documentation to return goods.  Original shipping charges will not be credited.         

If the problem involves serum purchased off-the-shelf (i.e. serum that has not been pre-tested), Serum Source International must be notified within 30 days of receipt to be eligible for a return or exchange.  No exchanges will take place after the 30 day time period.

Returned products must be examined by Serum Source International before any credits, refunds or exchanges are settled.  No credits, refunds or exchanges will be approved until all products are received at Serum Source International in its original condition and packaging.  Any products being returned to Serum Source International that do not arrive in their original condition forfeits any right to credit, refund or exchange products.  SERUM MUST ARRIVE FROZEN.  Any credit issued by Serum Source International will expire 60 days from the original issue date. 

Please note:  Custom orders will not be accepted for return and cannot be cancelled. 

Limited Warranty

It is the customer’s responsibility to be aware that most animal derived products contain some type of contaminant and/or virus, which may or may not affect the uses intended by the customer.  Although the products of Serum Source International (Seller) are tested pursuant to currently accepted virus screening and testing methods, there is no guarantee that all types of viruses, contaminants and/or agents will be detected.  Each batch of serum is accompanied with a complete Certificate of Analysis including a virus panel.  It is the customer’s responsibility to determine whether the product meets all project requirements and/or exportation regulations to meet the country of import requirements prior to purchasing any serum related product.  Exposure to radiation is available to further reduce or eliminate the range of viruses and/or contaminants that may be found in animal derived products.

Testing methods used to determine specified results may vary slightly due to the age of products, storage conditions and testing methods/techniques used.  Seller warrants that test results accompanying orders are correct for the time and methods used during the time of manufacturing.  Seller warrants that reasonable care is used in the sale of its products and will replace at no charge, refund, or give credit for the amount paid for any product that Seller determines was defective at the time of shipment.  Seller warrants that the products sold will be as represented.  All products are sold “as is.”  To the extent allowed by law THIS WARRANTY IS IN PLACE OF ALL OTHER WARRANTIES, express or implied, including ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS.  There are no warranties which extend beyond the face hereof.

Seller shall not in any event be liable for compensatory, incidental, consequential or special damages of any kind resulting from any use or failure of the products.  Even if Seller has been advised of the possibility of such damage including, without limitation, liability for loss of use, loss of work in progress, down time, loss of revenue or profits, failure to realize savings, loss of products of buyer or other use or any liability of buyer to a third party on account of such loss, or for any labor or any other expense, damage or loss occasioned by such product including personal injury or property damage unless such personal injury or property damage is caused by Seller’s gross, willful or wanton negligence. 

Under this warranty, replacement, refund, or credit for any defective product is the only remedy.  In no event shall the liability of Seller exceed the price of the product.  If a customer believes a product is defective, the customer should notify Seller’s Customer Service Department immediately so that Seller’s personnel can work with the customer to determine the nature of the perceived problem.