POLICIES & CUSTOMER INFORMATION
Policies and order terms
How we handle enquiries, personal information and order support.
Privacy notice
Information we use
We use the contact and company details, product selections, destination, messages and files you provide to answer enquiries and manage orders. For active orders this can include delivery details, shipment references and supporting records. Website and portal requests also generate technical information such as IP address, browser information, access times and security logs. Please do not send patient records, medical histories or other unnecessary sensitive information.
Why we use it
We use this information to discuss requirements, prepare quotations, fulfil agreed services, arrange delivery, provide order support, keep business records and protect our systems. Where applicable data-protection law requires a legal basis, the relevant basis may be steps requested before a contract or performance of a contract, legal obligations, or legitimate interests in business communications and security. Where consent is required for a separate use, such as certain marketing activities, it must be obtained separately and can be withdrawn without affecting earlier lawful processing.
Choices and browser storage
You can start a conversation without completing every enquiry field. We may need further contact or delivery details before confirming an order. The enquiry list is saved in local browser storage; enquiry contact details and selections are retained in session storage for the draft. You can remove items or clear browser site data. The client portal uses a security cookie to help limit abusive access attempts. Campaign parameters in a landing-page URL may be passed to our WhatsApp routing service for enquiry attribution; they are not included in the message text. Opening WhatsApp or email prepares a message for you to review; it does not send the message automatically.
Sharing and international handling
Relevant information may be shared with the personnel and service providers needed for the order, including communication and hosting providers, logistics and customs providers, and laboratories or label and packing partners where their service is requested. Advisers or authorities may receive information where legally necessary. These recipients may operate in Hong Kong or other countries, including the destination country. Applicable transfer requirements and safeguards must be followed; your choice to contact us is not a blanket waiver of those requirements. WhatsApp, email services and external sites also apply their own privacy notices. Contact us to ask about the recipients and transfer arrangements relevant to your order.
Retention, security and your rights
Information is retained for as long as needed for the enquiry or order, applicable accounting and legal duties, security investigations and the establishment or defence of claims. The relevant record type and obligations determine the period; not all records have the same retention period. Order access is restricted by a separate key, and file links expire. Do not share an order access key publicly. Depending on the law that applies, you may request access, correction, deletion, restriction, portability or object to certain processing, withdraw consent, and complain to the appropriate regulator. Rights can be subject to legal exceptions. Send privacy requests to sales@batchtide.com; we may ask for proportionate identity verification before disclosing or changing records.
Enquiries & supply terms
From enquiry to order
This website is an enquiry catalogue, not an online checkout. Adding a product or sending an enquiry does not by itself confirm an order, reserve stock or create an obligation to purchase. Product availability, quantity, price, currency, payment arrangements, records, services and delivery terms are set out in the written quotation and subsequent order confirmation. Please review them before authorising work or payment.
Product and batch information
Catalogue descriptions, identifiers and presentation images help you select a product. A presentation image is not a photograph of your assigned batch or proof of dispatch. Confirm the specification and relevant batch records with our team. Supplier COAs, independent laboratory reports and public research references have different purposes; a historical report or database entry is not a current-batch release certificate. The agreed order documents identify the records to be supplied.
Labels and additional services
Testing, custom labels, samples, special packing and split shipments are included only when agreed. Artwork, product claims and destination-specific labelling requirements must be reviewed before production approval. Please provide artwork you have permission to use. Any change to an approved specification, artwork or delivery plan should be confirmed in writing, including its effect on cost and timing.
Shipping & tracking
Confirm the route and responsibilities
Dispatch estimates, delivery arrangements, freight charges, import responsibilities and any allocation of duties or taxes should be confirmed in the quotation or order. Availability of a catalogue item does not mean it can be supplied or imported in every country. Product restrictions and any required permits must be checked for the specific destination before the order proceeds.
How to read tracking
The client portal presents available carrier scans and recorded parcel contents. Tracking updates can be delayed and are not a guaranteed delivery time. A shipment record, a carrier pickup and a delivery scan are different events. If tracking stops updating, a delay occurs or details appear incorrect, contact us with the order and shipment reference. We will review the available records and communicate the next steps; any applicable rights concerning delay or non-delivery remain in place.
Cancellations, returns & refunds
Report an order issue
For damage, shortages, an incorrect item, a document discrepancy or another order issue, contact sales@batchtide.com with the order number, affected SKU or batch, and a brief description. Photographs of the parcel, label and affected items, or relevant video and documents, can help establish what happened. Keep the packaging and goods available for review where it is safe to do so. Do not include access keys or unrelated personal information in shared evidence.
Changes and cancellation requests
Contact us as soon as you need to change or cancel an order. The available options depend on the confirmed terms, whether goods have been dispatched and whether agreed custom work has already been carried out. Any proposed charges or deductions must have a valid contractual and legal basis and be explained; this page does not impose an automatic cancellation fee. Mandatory cancellation or withdrawal rights take priority where they apply.
Review and resolution
We will review the issue against the agreed order and supporting evidence. Depending on the circumstances and applicable rights, the resolution may include missing documents, replacement, return arrangements, a credit or a refund. Please contact us for return instructions before sending goods back, without prejudice to any right to make a statutory return. We will confirm the remedy, any return costs and refund arrangements in writing. This is not a blanket “no returns” or “no refunds” policy, and it does not replace non-excludable remedies.
Research-use conditions
Intended use and eligibility
The catalogue is intended for lawful laboratory research procurement. Products are not offered here for human or veterinary administration, treatment or self-use. We do not provide dosing or medical advice. Buyers must have the facilities, competence and any authorisations needed for the product and intended research. A “Research Use Only” label is not regulatory approval and does not remove product-specific, import, safety or other legal obligations.
Regional rights & policy updates
Local protections still apply
These pages describe our enquiry-based supply process. They do not exclude rights that cannot lawfully be excluded, including applicable privacy, consumer, cancellation and product-conformity rights. Whether a buyer is legally a consumer depends on the applicable law and transaction, not simply on an enquiry being labelled B2B. Protections in the United States, Brazil, Canada, Australia, Europe and individual Middle Eastern countries differ. Hong Kong registration does not displace mandatory destination-country requirements. Any agreed order-specific terms remain subject to applicable law.
Questions and updates
Contact sales@batchtide.com about these policies or the terms of a particular quotation. This page carries its last-updated date. A later website update does not by itself retrospectively change an already agreed order. If a privacy update changes how your information is used, any further notice or consent required by applicable law must be provided.