Refund and Returns Policy

Summary

Because our products are sealed research materials, we cannot accept returns of opened or unsealed vials. Unopened items in their original sealed condition may be returned within 14 days of delivery for a refund or replacement, subject to the conditions below.

Eligible returns

• Unopened vials with the seal and label intact, in the original packaging.
• A return request sent to us within 14 days of the carrier’s delivery date.
• The order number and the reason for the return included in the request.

Not eligible

• Opened, unsealed, reconstituted or otherwise used items.
• Items returned more than 14 days after delivery.
• Items damaged after delivery through improper storage or handling.

Damaged, defective or incorrect items

If an item arrives damaged, defective or different from what was ordered, contact us within 5 days of delivery with your order number and photographs. We will replace the item or issue a refund. Return shipping for our error is at our expense.

How to start a return

1. Email [CONFIRM support email] with your order number and the reason for the return.
2. We will confirm eligibility and send return instructions and the return address.
3. Ship the item back using a tracked service. The customer is responsible for return shipping unless the return is due to our error.

Refunds

Once a return is received and inspected we will email you. Approved refunds are issued to the original payment method within 5 to 10 business days. Original shipping charges are not refunded unless the return is due to our error.

Cancellations

Orders can be cancelled at no charge until they are dispatched. Contact us as soon as possible with your order number. Once a tracking number has been issued the order cannot be cancelled and the return policy above applies.

Chargebacks

Please contact us before opening a dispute with your bank. Almost every issue can be resolved faster by email. We keep records of order acknowledgments, research use confirmations and delivery scans and provide them to the card network when a dispute is opened.

Research use

For Research Use Only. Not for human use.

Contact

[CONFIRM support email] · [CONFIRM business phone] · [CONFIRM business address]