Refund Policy
Last updated: [DATE]
1. Overview
This policy explains when refunds, returns, or replacements are available. Because our products are sensitive research materials, some items are non-returnable for safety and integrity reasons.
2. Damaged or Defective Items
If your order arrives damaged, defective, or with an error on our part, contact us at [SUPPORT EMAIL — client to supply] within [X days — client to confirm] of delivery, with your order number and photos. We will arrange a replacement or refund.
3. Non-Returnable Items
For product safety and integrity, opened or used items cannot be returned. Because storage conditions cannot be verified once a product leaves our control, returns of opened vials are not accepted.
4. Order Errors / Wrong Item
If you received the wrong item, contact us within [X days] and we will correct it at no additional cost.
5. Lost Shipments
For shipments lost in transit, see our Shipping Policy and contact us so we can open a carrier investigation and resolve it.
6. Cancellations
Orders may be cancelled before they ship. Once an order has shipped, it cannot be cancelled but may fall under the terms above.
7. Refund Processing
Approved refunds are issued to the original payment method within [X business days — client to confirm] of approval. Original shipping costs may be non-refundable.
8. How to Request
To request a refund or replacement, email [SUPPORT EMAIL] with your order number and details.
9. Research-Use Reminder
All products are sold strictly for laboratory research use only. Eligibility for refunds does not imply any approval for human or veterinary use.