Refund & Returns Policy

Order Cancellations

An order may be cancelled for a full refund at any time before the shipping label is generated. Contact [SUPPORT EMAIL] with your order number; once a label is generated the order is in transit and the return terms below apply.

Unopened Research Materials

• Unopened, factory-sealed vials may be returned within [X] days of delivery when the seal, labeling, and insulated packaging are intact.
• Returns must be pre-authorized; unauthorized returns are refused and are not refunded.
• Approved returns are refunded to the original payment method within [X] business days of inspection, less return shipping.

Non-Returnable Items

• Any vial that has been opened, punctured, reconstituted, or otherwise used — these materials cannot be verified or resold and are non-returnable for safety and integrity reasons.
• Laboratory consumables that have been opened, including glassware and pipette tips.
• Items returned without pre-authorization or outside the return window.

Damaged, Incorrect, or Defective Shipments

Inspect every shipment on arrival. If a vial arrives cracked, unsealed, discolored, or does not match the item ordered, contact [SUPPORT EMAIL] within [X] days of delivery with the lot number and photographs. We will replace the item or issue a full refund, including shipping, at no cost to you.

Cold-Chain Limitations

Cold packs are a transit safeguard, not a guaranteed continuous cold chain. Once delivery is completed, storage and handling — including prompt transfer to -20 °C storage — are the purchaser's responsibility, and degradation resulting from post-delivery storage is not refundable.

Refused and Cancelled Orders

We may refuse or cancel any order at our discretion, including orders that indicate personal, human, or veterinary use, orders that fail our qualified-buyer review, and orders destined for a jurisdiction where the material is restricted. Refused and cancelled orders are refunded in full.

How to Request a Return or Refund

Email [SUPPORT EMAIL] with your order number and the lot number printed on the vial. We will issue a return authorization and instructions if the request qualifies under this policy.

No Hidden Fees

Item price, shipping, and any applicable taxes are disclosed in full before you are charged. We do not charge undisclosed restocking or handling fees.