Shipping & Return Policy

As a leading botanical ingredients factory with 29 years of R&D expertise, Exbiol enforces a zero-defect quality protocol. Every batch of standardized herbal extracts undergoes rigorous internal auditing before dispatch.

We guarantee that the molecular identity and assay of the delivered goods 100% match the pre-shipment validation samples.

Liability for goods in transit depends on the agreed Incoterms® 2020. Exbiol specializes in DDP (Delivered Duty Paid) terms to minimize buyer friction.

Reporting Protocol:

• Notification Window: Any physical damage to the outer packaging (Drums/IBCs) must be reported within 72 Hours of delivery.
• Evidence Required: Photographic evidence of the unsealed container, a copy of the Bill of Lading (BOL) with damage noted, and the Batch ID label.
• Resolution: For DDP orders, Exbiol handles all insurance claims and dispatches a replacement batch within 3-5 working days.

We provide a 30-Day Technical Inspection Period for all wholesale actives. We understand the necessity of Biological Predictability in pharmaceutical and nutricosmetic formulations.

Audit Dispute Process:

1. In the event of an assay or impurity profile discrepancy, the buyer must provide a formal test report from an ISO 17025 accredited third-party laboratory (e.g., Eurofins, SGS, Intertek).
2. Exbiol reserves the right to re-test the retention sample of the same batch in our R&D hub using Agilent 1290 Infinity II systems.
3. If the discrepancy is validated, Exbiol will issue a Full Refund or a 1-for-1 Batch Replacement, covering all associated logistics and testing costs.

To maintain the integrity of our supply chain, returns are NOT accepted under the following conditions:

• Subjective Preference: Returns based on non-technical reasons (e.g., "change of project scope") are not permitted in bulk B2B transactions.
• Compromised Seal: Products that have been unsealed, incorporated into a formulation, or improperly stored (violating temperature/humidity specs) are exempt from return.
• Force Majeure: Delays caused by customs secondary inspections or port congestion beyond our control.