Refund and Returns Policy

At Bian Labs, we are dedicated to providing high-quality, bespoke skincare formulations that meet our clients’ needs. As a business-to-business manufacturer, we recognize that issues may occasionally arise, and we are committed to addressing them professionally. Below is our Limited Product Returns Policy, detailing the conditions under which refunds and returns are accepted.

1. Custom Product Orders

Due to the custom nature of our formulations, Bian Labs does not accept returns or provide refunds on products that have been produced to client specifications, unless there is a verified issue as outlined below.

2. Defective or Incorrect Products

If a product is received with a manufacturing defect or does not match the approved specifications, Bian Labs will take the following steps:

Notification: Clients must inform Bian Labs of any product defects or discrepancies within 5 business days of receiving the product.
Resolution: Once a defect or discrepancy is confirmed, we will offer either a replacement of the affected unopened product or a refund, depending on the nature of the issue.
Return of Product: Bian Labs may request the return of the defective product for inspection. If so, we will provide a return shipping label and cover the shipping costs.

3. Limited Returns of Unopened Products

Bian Labs will accept the return of unopened, non-custom products under the following conditions:

Eligibility: Only bulk products that have not been customized or altered and remain unopened in their original packaging are eligible for return.
Return Request: Clients must request a return within 10 business days of receiving the product.
Restocking Fee: A 25% restocking fee will be applied to all unopened product returns.
Return Shipping: Clients are responsible for the cost of return shipping, unless the return is due to a Bian Labs error.

4. Order Cancellations

Cancellations of custom product orders are allowed under the following conditions:

Before Production Begins: Clients may cancel an order for a full refund if production has not yet started.
After Production Begins: If production has already begun, cancellations will not be accepted, and no refunds will be provided.

5. Return Process

For returns of eligible unopened products, the following process applies:

Return Authorization: Clients must contact Bian Labs to obtain a Return Authorization (RA) before returning any products. Products sent back without an RA will not be accepted.
Inspection: Upon receipt of the returned product, Bian Labs will inspect the items to ensure they are unopened and in original condition.
Refund: Once the return is approved, a refund will be issued, minus the 25% restocking fee, within 10 business days. Refunds will be processed via the original payment method.

6. Non-Refundable Items

The following items are non-refundable:

Custom formulations made to client specifications.
Opened or used products.
Products returned without prior authorization or beyond the return period.
Bulk orders that are not defective.

7. Return Shipping Costs

Unless the return is due to an error by Bian Labs, clients are responsible for the cost of return shipping for unopened products. Bian Labs will cover the return shipping costs for defective or incorrect items.