Legal
Return & Refund Policy
Why sealed reagents cannot be returned, and what we do resolve.
Draft — pending attorney review
This document is placeholder text written to establish structure and tone. It is not legal advice, has not been reviewed by counsel, and is not enforceable as drafted. Bracketed placeholders must be completed and the whole document reviewed by a licensed attorney before launch.
Last updated: Draft — not yet published
1. General policy
Because product integrity cannot be verified once a vial has left our custody, we cannot accept returns of delivered products for resale, and all sales are final except as set out below.
[ATTORNEY REVIEW REQUIRED: card networks and high-risk processors typically mandate specific refund-policy disclosures and may require a stated minimum return window. Reconcile this section with the selected gateway's merchant agreement and with consumer-protection law in each destination before launch.]
2. What we will resolve
We will replace or refund, at our option, where: the product received does not match the product ordered; the vial arrives with a broken seal, cracked glass, or evident contamination; the lot fails to meet the purity stated on its certificate of analysis on independent re-assay; or the shipment is confirmed lost in transit.
3. How to make a claim
Email [SUPPORT EMAIL] within [WINDOW] of delivery with your order number, the lot number printed on the label, and photographs of the vial, seal, and outer packaging. Retain the product and packaging until the claim is closed — discarding them before then may prevent us from resolving it.
For a purity dispute, provide the independent laboratory report, including method and chromatograms. We will re-assay our retained sample from the same lot and compare.
4. Exclusions
We cannot refund: products stored or handled outside the conditions printed on the label; products reconstituted, aliquoted, relabelled, or altered; orders refused, abandoned, or seized at customs; delays caused by the carrier, weather, or incorrect address details; or any product where the research-use certification was breached.
5. Refund mechanics
Approved refunds are issued to the original payment method. [PENDING PROCESSOR SELECTION: state the settlement timeline the gateway commits to, whether shipping charges are refundable, and the chargeback-dispute process required by the gateway.]
Questions about this policy? Contact our compliance team.