DRAFT — SUBJECT TO COUNSEL REVIEW
Returns and Refund Policy
Draft dated September 19, 2026
This document is a working draft, structured around a research-only supply positioning, and remains subject to review by qualified regulatory counsel. Wording may be revised before it takes final effect.
1. The short version
Because our products are temperature- and handling-sensitive research materials, we cannot accept returns for change of mind. If your order arrives damaged, defective, or incorrect, report it within 14 days and we will make it right with a replacement or refund.
2. Damaged, defective, or incorrect shipments
Report the issue within 14 days of delivery through the contact form (“Returns & order issues”), including:
- Your order number and the email used at purchase
- Photos of the outer packaging and the vial labels
- A short description of the issue (e.g. wrong item, damaged vial, missing item)
Once reviewed, we will ship a replacement or issue a refund to your original payment method. Do not return materials unless we ask you to — where a return is required, we will issue a return authorization with instructions.
3. What we can't accept
- Returns for change of mind or ordering errors after dispatch — materials cannot re-enter supply once they leave the controlled chain
- Materials that have been opened, altered, or stored outside the listed conditions
- Issues reported more than 14 days after delivery
4. Cancellations
Orders can be cancelled for a full refund at any time before dispatch — contact us as soon as possible with your order number. Orders cancelled by us (for stock, verification, or compliance reasons) are always refunded in full.
5. Research-use materials
For laboratory research use only. Not for human or veterinary use. Not intended for consumption, diagnosis, treatment, cure, mitigation, or prevention of disease.
All materials are supplied, shipped, and — where a return is authorized — received back strictly as laboratory research materials. Returned materials never re-enter supply. We cannot respond to return or refund requests that describe use in humans or animals, and such reports may result in account review under the Acceptable Use and Purchasing Policy. Receipt and handling expectations for shipments are set out in the Shipping & Handling Policy.
6. Refund timing
Approved refunds are issued to the original payment method. Timing depends on your payment provider; allow up to 10 business days after approval.