Return & Exchange Policy

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Last updated: October 28, 2025

Thank you for choosing our products. We’re committed to delivering excellent service and offer a fair, transparent return and exchange policy for customers who purchase through our official website.

1. Scope of Policy

This policy applies only to orders placed through our official website (aliencell.com). For items purchased via third-party platforms (such as Amazon or other authorized resellers), please contact the respective seller directly.

2. Return Policy

• You may request a return within 30 days of receiving the item.

• Returned items must be unused, undamaged, and in original packaging, with all accessories, manuals, labels, and invoices included.

• Returns will not be accepted under the following conditions:

        ○ The product has been used or damaged;

        ○ Packaging is incomplete or missing;

        ○ Item was purchased from a third-party source;

        ○ The return window (30 days) has passed;

        ○ The item is a custom-made or personalized product.

 

Shipping Cost Responsibility

• Non-quality related returns: Shipping cost is borne by the customer.

• Quality-related returns: We will cover return shipping.

 

Refund Timeline

Once the returned item has been received and inspected, a refund will be issued to the original payment method within 7 business days. Timing depends on your bank or payment provider.

3. Exchange Policy

Currently, products purchased on shop.aliencell.com are not eligible for exchanges.

If you receive a defective or damaged item not caused by user error, please contact our customer support team at support@ALIENCELL.com for assistance.

4. Return Process

• Contact our customer support team (support@ALIENCELL.com) to initiate a request and provide a reason;

• After approval, we’ll share the return address and instructions;

• Ship the item back and send us the tracking number;

• Once we receive and inspect the item, we’ll process your refund or ship the replacement.

Aliencell may update this policy from time to time. The version of the policy in effect at the time of your purchase will govern your transaction.