Refunds and returns policy

This policy is presented in full at checkout and must be acknowledged before an order is confirmed. It is not published only in the footer.

Business-to-business supply

Supply is to buyers acting in the course of a business. The statutory consumer right of withdrawal does not arise, because no consumer contract is formed. The rights below are contractual and are granted by the Supplier.

Damaged, incorrect or non-conforming consignments

Where a consignment arrives damaged, where the Product supplied does not match the order, or where the Product does not conform to the specification published on its product page, the Supplier will replace it or refund it in full, including original carriage.

Notification should reach support@dohrna.com within 10 working days of delivery, with the order number, the lot number printed on the vial label, and photographs of the outer packaging and the vial. A return authorisation and a prepaid carriage label are issued where the Product is to be returned.

Analytical non-conformity

Where the Buyer's own analysis of a Product departs materially from the Certificate of Analysis issued for that lot, the Supplier will examine the matter. The Buyer is asked to supply its analytical data, the method used and the storage conditions applied since delivery.

Where non-conformity is established the Product is replaced or refunded in full. Where the Supplier's data and the Buyer's data cannot be reconciled, an independent ISO/IEC 17025 accredited laboratory nominated jointly will analyse a retained sample, and the Supplier will bear that cost where the outcome supports the Buyer.

Returns that are not accepted

The Products are single-use laboratory reagents whose integrity depends on unbroken cold-chain and desiccated storage. Once a vial has left the Supplier's custody, the Supplier cannot establish how it has been stored.

The following are therefore not accepted for return:

• Products where the seal has been broken or the vial opened.
• Products stored outside the published storage condition, or where storage cannot be evidenced.
• Products ordered correctly and no longer required.
• Products beyond the retest date.
• Products supplied against a bulk or made-to-order line, unless non-conforming.

This restriction reflects the nature of the goods, not a general exclusion of liability, and it does not limit the rights set out above in respect of damaged, incorrect or non-conforming consignments.

How a refund is made

A refund is made to the original payment method. Card refunds are issued within 5 working days of the return being accepted, or of the claim being accepted where no return is required. The time taken for the credit to appear on the Buyer's statement is determined by the card issuer.

Refunds are made in US dollars, in the amount originally charged. Where a card issuer or bank applies a different exchange rate on refund than on payment, the difference is a matter between the Buyer and that institution.

A partial shipment is refunded in the proportion not supplied, together with the carriage attributable to it.

Cancelled and declined orders

Where the Supplier declines an order after payment has been authorised — because a destination is not served, a quantity ceiling would be exceeded, or sanctions screening is inconclusive — the authorisation is released or refunded in full within 3 working days, with no deduction.

Escalation

A claim that has not been resolved to the Buyer's satisfaction may be raised through the complaints procedure, and thereafter through the alternative dispute resolution route published on this site.

Contact

support@dohrna.com · +63 927 499 4459 · 09:00–17:00 CET, Monday to Friday, excluding Malta public holidays. Correspondence is answered within two business days.