We’re sorry if your experience hasn’t met expectations. Here is how we can make things right:
1. Live Microalgae Stock
Due to the perishable nature of living organisms, we do not accept returns or offer cash refunds for live microalgae cultures. However, we guarantee live arrival.
Damaged or Dead on Arrival (DOA): If your culture arrives damaged or dead, we will gladly provide a free replacement stock.
Requirements: You must notify us within 24 hours of delivery and provide clear photo or video evidence of the damaged packaging or dead culture. Reports submitted after 24 hours cannot be honored.
Shipping Fees: While the replacement stock is free, the customer is responsible for all shipping costs associated with sending the replacement.
2. Special Tools & General Goods
For non-living items, tools, and accessories, we offer return options within 7 days of delivery:
Change-of-Mind Returns & Full Refunds: Allowed only if the item is brand new, unopened, and in its original packaging. Refunds apply to the item price only; original shipping costs are non-refundable.
Partial Refunds & Exchanges: May be approved on a case-by-case basis depending on the condition of the returned item and the situation.
Return Shipping Fees: The customer is responsible for all shipping costs involved in returning the item to our warehouse.
Processing & Verification: Refunds or exchanges will be processed only after our team has received and verified the returned goods at our warehouse.
3. Downloadable Books & Digital Products
Due to the instant access and digital nature of downloadable books, guides, and manuals, all digital product sales are final and strictly non-refundable.
License & Copyright: Purchasing a digital file grants you personal access to download and view the material.
Restrictions: Reselling, sharing, reprinting, redistributing, or violating the copyright of the authors/creators in any form is strictly prohibited.
How to Request a Return or Replacement
Please contact us at aotracell@gmail.com within the specified timeframe (24 hours for live stock; 7 days for tools/goods) with your order number, details of your request, and supporting photos evidence.
Reports received after 24 hours of delivery cannot be honored due to the perishable nature of living organisms.
If your return request for tools or general goods is approved, we will reply via email with our warehouse shipping address and instructions on how to proceed.
Need help?
Contact us at aotracell@gmail.com for questions related to refunds and returns.