Effective date: October 1, 2026
TinyBac sells a sealed laboratory reagent. Once a vial's seal is broken, we cannot confirm the condition of what is inside. So our policy is simple: we take back unopened vials, and we put right our mistakes.
At a glance
| Situation | What we do | Time limit |
|---|---|---|
| Unopened vials you no longer want | Refund the product price when we receive the vials | Ask within 14 days of delivery |
| A vial arrived broken, leaking or with a damaged seal | Free replacement or refund. You do not need to send it back | Report within 48 hours of delivery |
| Wrong item, or vials missing from your order | We send what you ordered, or refund it | Report within 7 days of delivery |
| Quality concern with an unopened vial, such as visible particles or cloudiness | We look into it, then replace or refund | Tell us when you notice the issue |
| We cancel your order | Full refund, including shipping | Automatic |
What we cannot accept
- Opened vials, or vials whose seal was broken after delivery.
- Unopened vials after the return window has passed.
- Vials bought from anyone other than TinyBac.
- Returns sent without a return authorization from us.
Returning unopened vials
- Vials must be unopened, in their original sealed packaging, with the lot label intact.
- Email support@tinybac.com for a return authorization before you send anything. We will reply with return instructions.
- We will provide the return address with that authorization. Do not send returns to our Hong Kong business address.
- You pay for return shipping, unless the return is because of our error.
- We refund the product price when the vials arrive and pass inspection. We do not refund the original shipping charge unless we made an error.
- There is no restocking fee.
- We never resell returned vials.
How to ask for a refund or replacement
Email support@tinybac.com with:
- your order number;
- the lot number or numbers, from the vial label or your packing slip;
- what happened; and
- photos, for damaged, wrong or quality-concern items.
We reply within 2 business days.
Please do not send broken glass back to us. Dispose of it carefully, following your laboratory's procedures.
How we pay refunds
- Refunds go back to your original payment method.
- We issue approved refunds within 5 business days. Your bank may take a further 5 to 10 business days to show the credit.
- If the problem was our error, we also refund what you paid for shipping.
Cancelled orders
You can cancel an order at any time before it ships. Email support@tinybac.com with your order number.
If we cancel an order before it ships, for any reason, we refund you in full.
Before you dispute a charge
Please contact us first. We can usually sort out a problem faster than a card dispute.
Contact
support@tinybac.com
JNI BIOTECH LIMITED, RM 2702, 27/F, WU CHUNG HOUSE, 213 QUEEN’S RD EAST, WAN CHAI, HONG KONG