Refund policy

Refund and Return Policy

1. Business-to-Business Sales: No Consumer Right of Withdrawal

The Shop at shop.lino-biotech.com sells exclusively to commercial entities, research institutions, universities, hospitals, and other professional users acting in the course of their trade, business, craft, or profession (see Section 1 of our Webshop Terms of Service).

The statutory 14-day right of withdrawal granted to consumers under EU Directive 2011/83/EU (as amended by Directive (EU) 2023/2673) and comparable consumer-protection legislation does not apply. Buyers do not have a right to return products simply because they have changed their mind.

Returns of non-defective and conforming goods are not generally accepted.

2. Defective, Damaged, or Non-Conforming Goods

If goods arrive damaged, defective, incomplete, or do not conform to the order, please notify us in writing within five (5) business days of receipt, in accordance with Section 8.1 of our General Terms and Conditions. Hidden defects shall be reported in writing without undue delay upon discovery. The warranty period is twelve (12) months from the date risk passes to the buyer.

Notification must include:

  • Order number
  • Description of the defect
  • Photographs of the affected product and outer packaging (where applicable)
  • Lot number and expiry date of the product (where applicable)

Send notifications to: sales@lino-biotech.com

3. Return Procedure

Do not return goods without a written Return Material Authorisation (RMA) from lino Biotech AG. Unauthorised returns will not be accepted and may be returned to the sender at the sender's cost. Upon issuance of an RMA, we will provide return-shipping instructions. Returned goods must be packaged in a manner that protects them in transit and, where re-use is intended, must be in their original, unopened packaging and condition.

4. Remedies for Accepted Claims

For accepted warranty or defect claims, lino Biotech AG shall at its sole discretion either:

  • replace the defective goods with conforming goods, or
  • repair the goods, or
  • issue a credit note against future orders, or
  • refund the purchase price to the original method of payment.

Refunds are processed within thirty (30) days after the returned goods have been received and inspected at our facility, or after the defect has otherwise been verified.

5. Non-Returnable Items

Even where a defect or non-conformity claim is raised, the following items are subject to additional scrutiny and may be excluded from replacement or refund:

  • Opened or used consumables (e.g., chips, samplers, reagents) where product integrity, traceability, or sterility cannot be re-established
  • Custom-manufactured or made-to-order products
  • Products beyond their stated expiry date at the time of return request
  • Products stored, handled, or transported outside the conditions specified in the product documentation

6. Shipping Costs

For accepted defect or non-conformity claims, lino Biotech AG bears the cost of return shipping using the carrier and shipping method designated in the RMA.

7. Order Cancellations

Orders that have not yet been processed for shipment may be cancelled at no charge. Once an order has been picked, packed, or shipped, the standard return procedure under Sections 2-6 applies. To request a cancellation, contact us as soon as possible at sales@lino-biotech.com.

8. Statutory Rights

Nothing in this Refund Policy limits or excludes any mandatory statutory rights that apply to the buyer under the substantive laws of Switzerland, the governing law specified in Section 23 of our General Terms and Conditions.

9. Contact

lino Biotech AG
Soodstrasse 52
8134 Adliswil
Switzerland
Phone: +41 43 268 27 00
Email: sales@lino-biotech.com

Last updated: 2026-06-12