Refund / Return Policy

General policy

Because our products are research-use-only laboratory materials that may be affected by handling, storage, temperature, contamination, tampering, chain-of-custody concerns, and regulatory restrictions, all sales are final unless this Refund Policy states otherwise or applicable law requires otherwise.

We do not accept returns or issue refunds because a customer ordered the wrong product, changed their mind, failed to read descriptions or policies, provided an incorrect address, failed to retrieve the package promptly, used improper storage or handling, purchased for a prohibited use, expected consumer outcomes, requested prohibited guidance, or experienced customs/import issues.

Order cancellations

You may request cancellation before an order is processed or shipped by contacting support. Cancellation is not guaranteed. Once an order is processed, packed, labeled, shipped, or transferred to a carrier, it may no longer be cancellable. We may cancel an order at any time due to inventory, pricing errors, payment issues, fraud concerns, compliance concerns, shipping restrictions, suspected prohibited use, or other risk.

Damaged, incorrect, or missing items

Contact us within 48-72 hours of delivery if your order arrives damaged, materially incorrect, or missing items. Include the order number, tracking number, photos of the outer package, packing materials, received items, damage, labels, lot numbers, discrepancies, and a clear description of the issue. We may offer replacement, store credit, refund, or another resolution at our discretion.

Product quality concerns

If you believe a product does not match its stated laboratory specifications, contact us within 7 days of delivery and include the order number, lot number, product name, storage conditions, photos, and a detailed description. We may request that the product be retained, returned, quarantined, tested, or otherwise preserved for review. Do not discard the product unless instructed.

Return authorization required

Do not return any product without written authorization from us. Unauthorized returns may be refused, discarded, or ineligible for refund. If a return is authorized, we will provide instructions, and you are responsible for following all packaging, labeling, shipping, safety, and legal requirements.

Non-returnable items

Opened products, used products, products with broken seals, temperature-sensitive products, products without original packaging, products that left customer custody or control, products suspected of improper storage, contamination, tampering, diversion, misuse, prohibited use, products returned after the approved window, and international orders affected by customs or regulatory issues are non-returnable unless we determine otherwise.

Refund method, replacements, and disputes

Approved refunds are issued to the original payment method unless we choose another lawful method. Shipping fees, handling fees, payment-processing fees, compliance-review costs, customs fees, taxes, route-protection fees, and other non-product fees may be non-refundable unless required by law. Replacement shipments are subject to inventory availability, shipping restrictions, and compliance review. Contact us before initiating a chargeback.

Prohibited-use refund denial

We may deny refunds, returns, replacements, or store credit if we believe the order was connected to prohibited use, including human use, animal use, personal use, dosing inquiries, medical or therapeutic use, resale to consumers, policy evasion, fraud, or unlawful activity.