Cancellations, Returns and Refunds Policy

Effective 28 October 2026.

Cancelling an order

You can cancel an order free of charge at any time before it is dispatched by emailing info@sysgene.com with your order reference. If you have already paid, we refund the full amount. Made-to-order and custom products can be cancelled free of charge until production starts; after that we may charge for the work already done, and we tell you the amount before you decide.

Returns

Our products are temperature-sensitive biological materials. Once they leave our custody we cannot verify how they were stored, so we cannot accept returns of products that were delivered in order, and we cannot accept returns for change of mind.

Damaged, incorrect or non-conforming products

If a shipment arrives damaged, incomplete or outside its shipping condition, or a product does not meet its specification, email info@sysgene.com with your order reference, the lot number, and photos or data showing the problem. Report shipments that arrive warm, thawed or without dry ice on the day of delivery, and anything else within five business days of delivery. We may ask you to return the product or a sample at our cost, or to dispose of it safely. If we confirm the problem, we replace the product free of charge or refund its price and the freight paid, whichever you prefer.

How refunds are paid

Approved refunds are paid within seven business days of approval, to the account you paid from. Your bank may take a few more days to show the credit. Refunds on international orders are paid in US dollars; we do not cover currency conversion differences or charges made by your bank.

Contact

Questions about cancellations, returns or refunds can be sent to info@sysgene.com or legal@sysgene.com, or by post to SYSGENE BIOLOGICS PRIVATE LIMITED, #8-2-686/8/D/5, Road No. 12, Khairatabad, Hyderabad, Telangana 500034, India.