Shipping, Returns, Refunds & Cancellation Policy

Applicable to Bioactive Glass material – Calcium Sodium Phosphosilicate (CSPS)

1. Scope & Applicability

This policy governs all online purchases of SynThera Biomedical Pvt. Ltd. (“SynThera,” “the Company,” “we,” “us,” or “our”) biomaterial products through our website/online store, including but not limited to Calcium Sodium Phosphosilicate (CSPS) or other bioactive glass in granule, powder, or custom particle-size form. By placing an order, the customer (“Buyer”) agrees to the terms of this policy, together with our applicable Terms of Sale/Terms of Use.

This policy applies to purchases made through the online store. It does not vary the terms of any separate supply agreement, purchase order, or contract executed directly between SynThera and a Buyer, which shall prevail over this policy to the extent of any conflict.

2. Order Placement & Payment Terms

• Orders placed on the online store are confirmed only after successful payment.
• Prices displayed are exclusive of GST/applicable taxes, freight, customs duties, and insurance unless explicitly stated as “inclusive.”
• A system-generated order confirmation and GST-compliant tax invoice will be issued to the registered email ID upon order acceptance. Order confirmation acknowledges receipt of the order and does not, by itself, constitute a binding commitment to supply; the contract of sale is formed only on dispatch of the product or on SynThera’s separate written confirmation, whichever is earlier.
• SynThera reserves the right to cancel, suspend, or delay any order, in whole or in part, due to stock or batch unavailability, pricing or listing errors, suspected fraud, failed payment/verification, or any other reasonable cause, with notice to the Buyer and, where payment has already been received, a corresponding refund.
• For international orders, the Buyer is the “Importer of Record” and is solely responsible for import permits, licenses, customs clearance, duties, and compliance with destination-country regulations applicable to biomaterials. SynThera makes no representation as to the import eligibility of any product into the Buyer’s jurisdiction.

3. Product Intended Use & Buyer Responsibility

• Products supplied through the online store are specialty biomaterials supplied by SynThera Biomedical. Purchase of a product through the online store does not, by itself, imply or represent that the material is approved, qualified, validated, certified, or suitable for any specific application, process, manufacturing activity, regulatory classification, or end use.
• SynThera makes no representation or warranty, whether express or implied, regarding the suitability, fitness, performance, or regulatory acceptability of any product for the Buyer’s intended application. Any technical information, specifications, Certificates of Analysis (CoAs), Safety Data Sheets (SDS/MSDS), or other documentation supplied by SynThera are provided for information purposes only and do not constitute a warranty of suitability for any particular use.
• The Buyer is solely responsible for determining the suitability of the material for its intended purpose and for undertaking all testing, validation, qualification, risk assessment, regulatory classification, approvals, quality assurance, and other evaluations necessary before using the material in any research activity, formulation, manufacturing process, pilot production, commercial production, or finished product.
• Unless a specific shipment is expressly certified or stated otherwise by SynThera in writing, products supplied through the online store are provided “as-is” for further evaluation, formulation, processing, or incorporation into downstream products by qualified organizations and professionals. Purchase through the online store shall not be interpreted as a representation that the material is approved for any particular regulatory, commercial, industrial, medical, dental, cosmetic, personal care, pharmaceutical, food, or other application.
• Unless expressly stated otherwise in writing by SynThera, the products are not intended, labelled, or approved for direct human implantation or clinical use and do not constitute finished medical products for human use.

4. Shipping

Orders are processed after successful receipt of payment. Any lead times or delivery timelines indicated at checkout, in the order confirmation, or otherwise are provided for guidance only and are estimates, not guaranteed dispatch or delivery dates.

• Actual dispatch and delivery are subject to production scheduling, batch availability, quality release, product customization requirements, carrier performance, and prevailing logistics conditions. Except as required by applicable law, SynThera shall not be liable for any loss, cost, or consequential damage arising from any delay in dispatch or delivery.
• Freight, customs duties, taxes, and insurance are the Buyer’s responsibility unless otherwise agreed in writing.
• Shipments are arranged through logistics/courier providers selected at SynThera’s discretion. Where transit insurance cover has been arranged for a shipment, this will be indicated in the order confirmation or dispatch communication; SynThera does not represent that all shipments carry transit insurance, and Buyers requiring specific insurance cover should request this in writing prior to dispatch.
• All shipments include a Certificate of Analysis (CoA) and Batch/Lot Number for traceability; a Safety Data Sheet (SDS/MSDS) is provided on request or attached where regulatorily required.
• Products are packed as per material-safety and stability requirements (e.g., moisture-protected, sealed containers); Buyers must store material as per the instructions on the MSDS/CoA upon receipt. SynThera is not responsible for degradation, contamination, or loss of material integrity arising from storage or handling after delivery.
• Order tracking details (courier name and tracking/AWB number), where available, will be shared via email/SMS once the shipment is dispatched.
• Buyers must inspect shipments immediately upon receipt and report any shortages, damage, or discrepancies within the timeframes in Section 7, together with photographic/video evidence.
• It is the Buyer’s responsibility to ensure that the delivery address and contact details provided at checkout are complete and accurate. SynThera is not liable for delay, mis-delivery, or loss arising from an incorrect, incomplete, or outdated address supplied by the Buyer, and any re-shipment in such cases will be at the Buyer’s cost.
• Where a delivery attempt fails due to the Buyer’s unavailability, refusal, or an inaccessible delivery location, the courier’s standard re-attempt will apply; any additional re-delivery or return-to-origin charges levied by the courier will be passed on to the Buyer.
• SynThera may, at its discretion, fulfil an order through one or more partial shipments (for example, where a batch is ready in stages), and will endeavour to inform the Buyer accordingly. A partial shipment does not entitle the Buyer to cancel the balance of the order, except where otherwise agreed in writing.

Important: Delays caused by customs holds, regulatory inspection of biomaterials, natural disasters, strikes, or other events beyond SynThera’s reasonable control are not the Company’s liability (Section 14, Force Majeure).

5. Export / Import Compliance

• Buyers are responsible for determining whether a product is subject to export control, import licensing, or other regulatory restrictions in the origin or destination jurisdiction, and for obtaining all necessary permits and approvals prior to placing an order.
• SynThera reserves the right to decline, cancel, or delay any order where it reasonably believes fulfilment may violate applicable export control, sanctions, or import regulations.
• Customs delays, inspections, or holds are outside SynThera’s control; associated costs, demurrage, or delays are the Buyer’s responsibility unless caused by an error in SynThera’s shipping documentation.

6. Returns Policy

Returns are accepted only for an incorrect product supplied, transit damage, quantity shortages, or manufacturing defects, in each case verified by SynThera’s Quality Assurance (QA) team as a valid Quality Complaint.

6.1 Non-Returnable Items

• Opened, and partially used material.
• Custom-made, custom particle-size, or custom-formulated products.
• Products stored, handled, or transported improperly by the Buyer after delivery.
• Products ordered in error by the Buyer (wrong grade/quantity selected at checkout).
• Products for which a Quality Complaint is raised outside the applicable reporting window in Section 7.

 

 

7. Reporting Timeframes

Issue Type	Reporting Window (from delivery)
Wrong product supplied / Quantity shortage	Within 1–2 business days
Damaged shipment (transit damage)	Within 48 hours
Manufacturing defect not reasonably identifiable on receipt (e.g., requiring laboratory testing or use of the material to identify)	Within 10 business days of delivery, or within 5 business days of the defect first being reasonably identified.

 

Important: Claims reported after the applicable window has lapsed will generally not be eligible for return, replacement, or refund, as biomaterial integrity and traceability cannot be reliably verified beyond these periods. SynThera may, at its sole discretion and without obligation to do so, consider a claim reported outside these windows where the Buyer demonstrates that the issue could not reasonably have been identified earlier.

8. Quality Complaint & Return Procedure

• To raise a Quality Complaint, email sales@synthera.in or info@synthera.in with the invoice number, Batch/Lot Number, clear photographs (and video, where relevant) of the issue, and a description of the defect/discrepancy, within the reporting window in Section 7.
• On receipt of a Quality Complaint, SynThera’s QA team may, at its discretion, request additional information or documentation from the Buyer, request additional testing (by the Buyer, SynThera, or an independent laboratory), request return of a representative sample or the full quantity for inspection, request photographic or video evidence in lieu of physical return, or carry out any other reasonable investigation, before determining the appropriate Corrective Action.
• Do not return any product without prior written Return Authorization from SynThera. Products returned without authorization may be refused, or returned to the Buyer at the Buyer’s cost.
• Where a Return Authorization is issued, the Buyer must ship the product back in its original packaging within the timeframe communicated in the Return Authorization.
• SynThera will endeavour to complete its investigation and communicate the outcome of a Quality Complaint within a reasonable time of receiving the required information and/or samples; the exact timeline will depend on the nature of testing required and is not guaranteed.

9. Remedies (Replacement, Refund & Credit)

• Where a Quality Complaint is upheld, SynThera will determine the appropriate remedy, which may include replacement, refund, credit note for future orders, further technical evaluation, or such other corrective action as SynThera considers reasonable in the circumstances. Nothing in this policy obliges SynThera to offer any particular remedy, or entitles the Buyer to select the remedy of its choice.
• Approved refunds are processed within 7–14 business days of the outcome being confirmed, credited to the original payment mode or bank account used for the order.
• Freight, customs duties, and handling charges are non-refundable, unless the error is caused by SynThera.
• The Buyer will receive email confirmation once a refund is initiated, along with the expected credit timeline.

10. Return Shipping

• Where a claim arising from a confirmed SynThera error is upheld, SynThera will determine the most appropriate handling of the affected material, which may include arranging courier pickup at SynThera’s cost, reimbursing reasonable, pre-approved return shipping costs incurred by the Buyer, requesting destruction or disposal of the defective material by the Buyer, requesting photographic or video evidence in place of physical return, or determining that return of the material is not required.
• Any return shipping arrangement not pre-approved in writing by SynThera will be at the Buyer’s own cost and risk, and reimbursement is not guaranteed.
• Where SynThera requests disposal of defective material rather than its physical return, the Buyer shall dispose of the material safely and in accordance with applicable environmental, health, and safety regulations, and shall provide reasonable evidence of disposal if requested.

11. Cancellation Policy

• Orders may be cancelled only before processing begins, by written request to SynThera.
• Customized products (custom particle size, composition, or packaging) cannot be cancelled once manufacturing has started.
• Approved cancellations made before production commences will be refunded in full within 7–14 business days; payment gateway charges and any costs already incurred by SynThera in connection with the order, if any, may be deducted.

12. Quality Assurance, Traceability & Documentation

• Every Batch is accompanied by a Certificate of Analysis (CoA) covering composition, particle size distribution, and relevant physicochemical parameters as tested by SynThera at the time of release; the CoA reflects the condition of the material at the point of dispatch and not necessarily at the point of receipt or subsequent use.
• Safety Data Sheets (SDS/MSDS) are available on request and should be reviewed prior to handling, storage, or any processing.
• Batch/Lot Numbers must be quoted in all correspondence, Quality Complaints, and return requests to ensure traceability. SynThera may decline to process a complaint that cannot be linked to a specific Batch/Lot Number.
• Recommended storage conditions (temperature, humidity, and shelf life) are indicated on the product label, CoA and/or SDS/MSDS; the Buyer is responsible for compliant storage upon receipt, and SynThera is not responsible for any change in material properties arising from non-compliant storage or handling.

 

 

13. Limitation of Liability

• The Buyer is responsible for determining the suitability of the material for its intended application, formulation, or end product, and undertakes its own risk assessment prior to use (see Section 3).
• To the maximum extent permitted by applicable law, SynThera’s total aggregate liability arising out of or in connection with any order, whether in contract, tort (including negligence), or otherwise, shall not exceed the invoice value of the specific product giving rise to the claim.
• To the maximum extent permitted by applicable law, SynThera shall not be liable for any indirect, incidental, special, or consequential loss or damage, including but not limited to loss of production, business, profit, goodwill, data, or downstream regulatory costs, even where SynThera has been advised of the possibility of such loss.
• Nothing in this policy excludes or limits any liability that cannot lawfully be excluded or limited under applicable law.

14. Force Majeure

SynThera shall not be held liable for delay, non-delivery, or failure to perform any obligation under this policy where such delay or failure arises from causes beyond its reasonable control, including but not limited to natural disasters, strikes or labour disputes, transport disruption, customs/regulatory delays, raw-material or supplier shortages, pandemics or public-health measures, cyber incidents, or governmental action.

15. Data Privacy (Online Store)

• Personal and order information collected at checkout (name, shipping address, contact details, payment reference) is used solely for order processing, shipping, invoicing, and customer support.
• Payment information is processed through secure, PCI-DSS compliant payment gateways; SynThera does not store card details on its servers.
• Customer data is not sold to third parties and is retained only as long as necessary for order fulfilment, accounting, and statutory compliance.

16. Governing Law, Jurisdiction & Severability

This policy is governed by the laws of India. Any disputes arising out of or in connection with an online order shall be subject to the exclusive jurisdiction of the courts at Mumbai, Maharashtra, India, without prejudice to any statutory consumer-protection remedies available to the Buyer.

If any provision of this policy is held to be invalid, illegal, or unenforceable by a court or authority of competent jurisdiction, that provision shall be severed, and the remaining provisions shall continue in full force and effect.

17. Policy Amendments

SynThera reserves the right to update or modify this Shipping, Returns, Refunds & Cancellation Policy at any time. The version in effect at the time an order is placed shall govern that order. Customers are encouraged to review this policy periodically.

18. Contact Us

For shipping, return, refund, or order-related queries, please reach out to our support team:

• SynThera Biomedical Pvt. Ltd.
• Email: sales@synthera.in / info@synthera.in
• Support hours: Monday–Saturday, 9:00 AM–5:00 PM IST
• Registered/Business Address: E-202, Felicita, Baner Pashan Link Road, Pune 411045, Maharashtra, India.
• Customer Support Phone: +91 9156259665 / +91 9730999356