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The Polices

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

Requirements

  • Product must be unopened, unused, untampered, and in its original packaging.
  • Customer is responsible for return shipping (a trackable carrier is 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 returned product has been received and inspected.

Conditions

  • Returns showing any signs of opening, use, tampering, damage, or label removal are not eligible for a refund.
  • Approved refunds will be issued to the original payment method only.

Non-Returnable Items

The following items are not eligible for return:

  • Opened or used products.
  • Returns sent without prior approval/authorization.
  • Return requests made after the 5-business-day notification period.

Order Issues

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

Please Include

  • Photos of the outer shipping box and inner packaging.
  • A photo of the vial label (including the batch/lot number, if present).
  • A description of the issue and the affected quantities.

Resolution

After review, we may arrange:

  • A replacement of the same item, or
  • 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 resolve it.

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 also restrict future orders.

Tip

Keep all packaging until your issue or return has been fully resolved.

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