(877) 636-4978

Return & Refund Policy

Welcome to ESI BIO - a Division of BioTime, Inc., and thank you for your interest in purchasing our products. We value your business and our goal is to make your purchasing experience as smooth as possible. Below is our return and refund policy, all requests for reagent product returns will be assessed on a case-by-case basis, please call Customer Service at 1-877-636-4978. In addition, the following may apply:

Reagent Returns
ESI BIO Customer Service must be notified within 14 days after receipt of the product of any request to return a reagent product. A return authorization is required for all returns. Not all requests for returns will be granted: for example, in the case of a Buyer's purchasing error or change in the order subsequent to shipping the product, authorization will not be granted. Special order and custom products or products which cannot be resold will not be authorized for return absent a defect. ESI BIO may choose to verify any performance problems prior to authorizing return or replacement. All return shipping costs are to be paid by the Buyer. Please contact the Customer Service department toll free within the U.S. at 1-877-636-4978 to request authorization to return, information, or clarification of our policies.

Changes and Cancellations
Orders may only be changed or cancelled through written agreement between the BUYER and ESI BIO. ESI BIO reserves the right to charge the BUYER a cancellation fee. BUYER agrees to pay the change or cancellation fees, which shall include, but not exceed, expenses and costs incurred by ESI BIO because of the change or cancellation. Such charges shall include, but are not limited to, storage and shipment costs, costs of producing non-standard materials, costs of purchasing non-returnable materials, cancellation costs imposed on ESI BIO by its suppliers, and any other cost resulting from change or cancellation of the order.

Shortages and Damages
Immediately upon receipt of any Products, BUYER must inspect the Products and notify ESI BIO in writing (at FAX (510) 521-3389) within five (5) working days of any claims for shortages, damages or Product defects or defects in packaging. If such shortages, defects or damages are discovered, BUYER should hold the goods for written instructions from ESI BIO concerning disposition. Failure to notify ESI BIO within five working days after the receipt of the Products shall constitute acceptance of the Products as having been delivered without shortage, or shipping-related damage or any defects of any kind. A refund or replacement product may be authorized.