Refund policy

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at marketplace.ginkgobiosecurity.com/pages/contact.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at biosecuritymarketplace@ginkgo.bio

Damages and issues

Please inspect your order upon reception and contact us immediately via email if the item is defective, damaged or if you receive the wrong item.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods and custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item(s) you have, and once the return is accepted, make a separate purchase for the new item(s).

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded on your original payment method within ten (10) business days of approval. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please note that the cost of return shipping will be deducted from your refunded amount. If more than fifteen (15) business days have passed since we’ve approved your return, please contact us at marketplace.ginkgobiosecurity.com/pages/contact.