primerprobe

Refund & cancellation policy

Seller

This website, primerprobe.com, is owned and operated by HELINI Biomolecules, 26, 2nd Avenue 7th Cross Street, Khutubi Complex, Vettuvankeni, Chennai 600115, Tamil Nadu, India (GSTIN 33AAQFH6882B1Z8).

Cancellation

Orders may be cancelled free of charge before dispatch by emailing order@primerprobe.com or calling +91-7550032176 with your order number. Custom-synthesised and made-to-order products cannot be cancelled once synthesis has started.

Refunds

Approved refunds — cancelled orders, damaged, incorrect or short shipments that cannot be replaced — are initiated within 7 working days of approval. Every refund is credited only to the original payment method used for the transaction. We do not pay refunds in cash, and we do not credit a refund to any account other than the one from which the payment was received.

Refund timelines by payment method

All online payments on primerprobe.com are processed through HDFC SmartGateway. Once a refund is approved, the credit is pushed back on the same rails it came in on:

  • UPI (Scan & Pay — GPay, PhonePe, Paytm, BHIM and other UPI apps): credited back to the same UPI ID / handle used for the payment. HDFC SmartGateway normally reverses the amount to the payer's UPI account within 2–5 working days of approval, and in some cases up to 7 working days.
  • Credit / debit cards: credited back to the same card account. Card networks and the issuing bank generally post the credit within 5–7 working days of approval; the refund then appears on the customer's next card statement cycle.
  • Net banking: credited back to the same bank account that was debited, by NEFT, normally within 5–7 working days of approval.
  • Bank transfer (NEFT / RTGS / IMPS made by the customer to our HDFC current account): refunded to the customer's bank account after we verify the source account, normally within 7 working days of approval.
  • Institutional purchase order (credit terms): no refund arises before payment. If payment has already been released, the amount is settled by credit note or refunded by bank transfer to the institution's account.

Bank credit timelines

The timelines above are the points at which we release the refund. The customer's bank, card issuer or UPI application may add a further 5–7 working days before the amount is visible in the account. primerprobe.com is not responsible for delays at the payer's bank, but we will provide the refund reference / ARN so the customer can trace the credit with their bank.

GST on refunded orders

Where a refunded order has already been invoiced, the GST charged on it is reversed through a credit note issued in the customer's name, and the invoice is updated accordingly.

How to request a cancellation or refund

Email order@primerprobe.com or call +91-7550032176 quoting your order number (for example PP2610A3F91C2B), the payment method used, and — for damaged, incorrect or short shipments — photographs of the consignment and packaging.

Damaged or incorrect items

Report damaged, incorrect or short shipments within 5 days of delivery with photographs. We will replace the product at no cost or issue a full refund.

Non-returnable items

Because our reagents are temperature-sensitive, correctly supplied products cannot be returned.

Cash on delivery

Cash on Delivery (COD) is not accepted.