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[TODO: review with counsel before launch]
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Returns on research materials are limited, and the reason is chain of custody rather than customer service. This is a working draft prepared internally and has not been reviewed by an attorney.
Once a vial leaves our facility we no longer know how it was stored, how long it was out of its specified temperature range, or whether the seal stayed intact. A material we cannot vouch for is a material we cannot honestly sell to anyone else, and reselling it would make the analytical data on its certificate meaningless. So opened, used, or temperature-sensitive items are not returnable, and we do not restock them.
If the fault is ours or the carrier's, you get a replacement or a full refund. That covers:
Report a damaged or incorrect shipment within 5 business days of delivery. Report a discrepancy against the certificate of analysis within 14 days of delivery. After those windows we generally cannot establish what happened in transit, and carrier claims expire. If something genuinely came to light later, write to us anyway and explain — we would rather hear it than not.
We acknowledge within one business day and resolve most reports within three. Where a return is needed, we send a prepaid label — do not ship anything back before we ask you to, as unauthorised returns cannot be tracked to an order.
An unopened, non-temperature-sensitive item with an intact seal may be returned within 14 days of delivery if it has been stored as labelled. Return shipping is at your cost, and a restocking fee of 20 percent applies to cover re-inspection and re-testing. We may decline a return if the seal is broken or the storage condition cannot be established.
You can cancel an order at no cost any time before it ships. Email us with your order number. Once tracking is issued, the return terms above apply instead.
Refunds go back to the original payment method. Once we issue one, Stripe or PayPal typically takes 5 to 10 business days to post it — that part is on their timetable, not ours. Original shipping is refunded when the fault was ours.