Scope
This policy governs returns and credits for allografts, amniotic tissue, and skin substitute products ("Product") purchased on a stock-and-bill / upfront basis from Ventana Biosciences ("Ventana"). It does not apply to consignment inventory, which is governed by the applicable consignment agreement.
1. Guiding principle
Product is a temperature-sensitive, chain-of-custody-tracked Human Cell, Tissue, and Cellular/Tissue-Based Product (HCT/P). Once cold-chain integrity or original packaging is broken, Product generally cannot be returned to inventory or resold, consistent with AATB and FDA tissue-handling standards, and consistent with the return terms Ventana's own manufacturer partners apply to Ventana.
All sales are final; the only exceptions are defective product, product damaged in transit, and active manufacturer recalls. All timeframes below run from the customer's date of receipt unless otherwise noted.
2. Return categories & terms
| Scenario | Reporting window | Credit | Conditions |
|---|---|---|---|
| Damaged in transit / DOA / shipping error | 10 business days of receipt | 100% credit or replacement; no restocking fee | Photo documentation of damage/packaging; temperature log if cold-chain issues are suspected. |
| Defective product | 10 business days of receipt, or 10 business days of discovering the defect | 100% credit or replacement; no restocking fee | Lot/serial number and documentation of the defect are required. |
| Active manufacturer recall | Any time within product life | 100% credit | Lot/serial number required; no restocking fee under any circumstance. |
| Valid defect/damage claim returned in non-resalable condition | Within the applicable defect/damage reporting window | $75 repackaging fee deducted from the credit | Applies to an otherwise valid defect or damage claim when the Product is not returned in acceptable condition. This fee does not apply to active manufacturer recalls. |
| Buyer's remorse / ordered in error / excess stock | Not applicable | Not eligible for return or credit | All sales are final outside the defect, damage, and recall categories above. |
| Opened, used, expired, or cold-chain broken, absent a documented defect | Not applicable | Not eligible for return or credit | No exceptions absent a documented manufacturer defect or shipping damage. |
3. Return process
- Submit a Return Merchandise Authorization (RMA) request to Orders@Ventana.Bio within the applicable window. Include the invoice number, lot/serial number, and reason for the claim.
- Ventana issues an RMA number within 2 business days. No return will be accepted without a valid RMA.
- Ship Product back within 5 business days of RMA issuance, maintaining validated cold-chain packaging: an insulated shipper and appropriate cold source. Ventana arranges and pays for return freight on valid defect, damage, or recall claims.
- Credit or replacement is issued within 10 business days of Ventana's receipt and inspection confirming the Product meets the conditions above.
- Product failing inspection, or returned without a valid RMA, is returned to the customer at their expense and no credit is issued.
4. Non-returnable items
- Custom-cut, custom-sized, or special-order Product.
- Product returned for buyer's remorse, ordered in error, or excess inventory under any circumstance.
- Product where required documentation, including photos, temperature logs, and lot numbers, cannot be produced upon request.
5. Reservation of rights
Ventana reserves the right to deny any return that does not meet the conditions of this policy, to modify this policy prospectively with notice to active accounts, and to apply different terms under a fully negotiated distribution or sub-distribution agreement, which will control over this default policy in the event of a conflict.
Contact Ventana
Returns: Orders@Ventana.Bio
Sales: Sales@Ventana.Bio
Phone: 520.399.5671
Website: ventana.bio