Refund and Return Policy

Returns, Refunds & Order Issues Policy

Authorization Required

Due to the sensitive nature of research-use-only (RUO) materials, all sales are considered final except as expressly outlined below. By placing an order, the customer acknowledges and agrees to this policy.

 

Research Use Only Acknowledgment

All products are sold for laboratory research use only and are not intended for human or animal consumption. Because product integrity cannot be verified once items leave our control, returns are strictly limited.

Return Eligibility

Unopened and unused product may be returned only if we are notified within 5 business days of delivery and the return is approved in advance.

  • Product must be unopened, unused, untampered, and in original packaging
  • Customer is responsible for return shipping (trackable carrier required)
  • Original shipping charges are not refundable, if applied
  • All approved returns are subject to a $35 return fee

Inspection & Refund Processing

  • Refunds are processed only after the return is received and inspected
  • Returns showing any signs of opening, use, tampering, damage, or labeling removal are not eligible
  • Approved refunds are issued to the original payment method only

Non-Returnable

  • Opened or used products
  • Returns sent without prior approval/authorization
  • Requests made after the 5-business-day notification window

Order Issues

If your order arrives incorrect or incomplete, please contact us within 48 hours of delivery. Include:

  • Photos of the outer box and inner packaging
  • Photo of vial label (batch/lot if present)
  • Description of the issue and affected quantities

After review, we may arrange a replacement of the same item or a store credit. Refunds to the original payment method are not offered for order-issue claims.

Resolution First (Chargebacks)

If you experience an issue, please contact us first so we can help. Unauthorized chargebacks for properly delivered orders governed by this policy may result in us providing order records, delivery confirmation, and this policy to the payment processor, and may restrict future orders.

Tip: Keep all packaging until your issue or return is fully resolved.