Refund and Returns Policy
A Fair, Documented Resolution Process.
Clear eligibility rules and practical next steps for order changes, returns, damage, incorrect items, and approved refunds.
Order Changes & Cancellations
Contact us as soon as possible if an order needs to be changed or canceled. We can attempt to stop or edit an order only before it enters processing, packing, or shipment. Once processing begins, a change or cancellation cannot be guaranteed.
If we cancel an order because an item is unavailable or the order cannot lawfully be fulfilled, we will return the applicable amount to the original payment method.
Damaged, Incorrect or Missing Items
Inspect the package promptly after delivery. Contact us within 48 hours if the outer package is visibly damaged, an item is incorrect, contents are missing, or the product appears compromised.
Your request should include the order number, a description of the problem, and clear photographs of the shipping label, outer packaging, internal packaging, and affected item. Keep all materials while we review the case.
Return Eligibility
Because research materials may be sensitive to storage, handling, contamination, and tampering, every return requires written approval. An item may be considered for return when all of the following apply:
- The request is made within 14 days after delivery.
- The item is unopened, unused, undamaged, and in its original sealed packaging.
- The item has been stored according to all product, label, and shipment instructions.
- We can confirm the order and inspect the returned item.
Approval to send an item back does not itself guarantee a refund. Final eligibility is determined after inspection and subject to applicable law.
Items We Cannot Accept for Return
| Not eligible | Why |
|---|---|
| Opened, used, reconstituted, or tampered items | Product condition and integrity can no longer be verified. |
| Improperly stored or temperature-abused items | Handling outside stated conditions may affect the material. |
| Unapproved returns | Packages sent without instructions may be refused or cannot be matched to a case. |
| Items ordered or shipped contrary to applicable law | We cannot facilitate a return that would violate legal or carrier requirements. |
Nothing in this policy limits a non-waivable right available under applicable consumer law.
Refunds, Exchanges & Replacements
Approved refunds
After an approved return is received and inspected, we will notify you of the decision. Approved refunds are issued to the original payment method. The time for funds to appear depends on the payment provider and financial institution.
Shipping and fees
Original shipping charges, return shipping costs, customs charges, and non-refundable transaction fees are not refunded unless the issue resulted from our error or applicable law requires otherwise.
Replacements
When we confirm that an item was damaged, incorrect, or missing, we may offer an appropriate replacement or refund. Replacement availability can depend on the product, lot, stock, destination, and shipping restrictions.
How to Request Help
If a return is approved, follow the supplied packing and shipping instructions. Use a trackable return method when requested and retain proof of shipment.
Start a Return or Order Review
Email the support team with your order number, a short explanation, and any supporting photographs.
Research materials are supplied for lawful research, laboratory, or analytical use only.
