Refund policy

Refund & Return Policy

Last Updated: February 22, 2026

At Hayaa Bio, we maintain strict quality, purity, and handling standards for all research materials we supply. Due to the sensitive nature of laboratory chemicals and peptides, this Refund & Return Policy is governed by safety, compliance, and quality-control requirements.

All products sold by Hayaa Bio are designated strictly for Research and Development use only. Products are not intended for human or animal consumption, diagnostic use, therapeutic use, or clinical application of any kind.

1. Return Eligibility

Because our products are classified as Research Use Only (RUO) materials, we generally do not accept returns once a product has been delivered, due to the risk of contamination, degradation, or improper handling outside controlled laboratory environments.

However, we offer a 7-day inspection period solely for issues related to shipping damage or order accuracy.

To be eligible for a return or replacement:

The item must be unopened, unused, and in its original factory-sealed packaging
All security seals, heat seals, or vacuum seals must be intact
A valid receipt or proof of purchase must be provided

Any item with a broken seal, opened vial, or evidence of handling is strictly non-returnable for safety and compliance reasons.

2. Damages and Issues

Please inspect your order immediately upon delivery.

You must contact us within 12 hours of receipt if:

The vial or container is cracked, leaking, or physically damaged
You received the wrong product
Items are missing from your shipment

3. Non-Returnable Items

In accordance with KSA laboratory safety standards and quality-control requirements, the following items are non-returnable:

Opened or Tampered Products: Any vial or container where the factory seal has been broken
Hazardous Materials: Chemicals classified as hazardous, flammable, or requiring controlled storage or cold-chain handling
Custom or Special-Order Products: Items synthesized or sourced specifically for a customer’s research
Sale or Promotional Items
Gift Cards

4. Return Process

To initiate a return request, contact us with your order number and supporting details.

If your return is approved for inspection:

You will receive a Return Authorization and detailed instructions
Returns must be sent only to our designated facility in Riyadh, Saudi Arabia

Unauthorized returns—including items sent without prior approval—will not be accepted nor refunded.

5. Exchanges

Due to the technical and regulatory nature of research chemicals, standard exchanges are not offered.

If an error occurred in your order, contact support immediately. If approved, the incorrect item may be returned (subject to eligibility), and a new order may be placed for the correct material.

6. Refunds

Once an approved return is received and inspected, we will notify you of the outcome.

Approved refunds are issued to the original payment method within 14 business days
Payment providers or banks may require additional time to post the transaction

If 15 business days have passed since refund approval and you have not received the funds, contact us.