Returns & Refunds

Transit Damage Protection

All damage claims require supporting photographic documentation and are reviewed individually prior to approval.

How the Replacement Process Works

1. Document the Damage

Take clear photos of the affected product, packaging materials, and shipping box immediately upon delivery. Photo documentation is required for all replacement requests.

2. Submit a Claim

Contact support with your order information and supporting images of the damage. Include your order number and a detailed description of the issue.

Support requests are typically reviewed within 24 business hours.

3. Replacement Review & Fulfillment

Once the claim has been reviewed and approved, a one-time replacement shipment will be processed at no additional cost.

All replacement approvals remain subject to verification and policy review.

Eligible Replacement Situations

The following situations may qualify for replacement consideration:

• Products damaged during transit with adequate photo documentation.
• Incorrect items received in an order.
• Verified product quality concerns supported by laboratory documentation or review.

Situations Not Eligible for Replacement

Replacement requests may be denied for the following:

• Reconstituted or previously opened products.
• Claims submitted without supporting photographic evidence.
• Products improperly stored or handled after delivery.
• Orders without valid proof of purchase.
• Claims involving misuse, contamination, or improper laboratory practices.

Replacement Timeline

Day 1 — Claim Submission

Damage claim and supporting photos submitted for review.

1–2 Business Days — Verification Process

Claim reviewed and evaluated by support staff.

Within 24 Hours of Approval — Replacement Shipment

Approved replacement order prepared and shipped.

Important Policy Information

All products are distributed strictly for laboratory and research applications only.

Replacement requests are provided as a courtesy for verified transit-related issues and do not constitute a product warranty or guarantee.

We do not provide refunds or replacements for:

• Buyer remorse or change of preference.
• Improper handling or storage after delivery.
• Reconstituted materials.
• Unsupported or unverifiable claims.

Repeated, excessive, or suspicious claims may result in account review or denial of future replacement requests. By placing an order, customers acknowledge and accept these policy terms.