1. Check your order on arrival
Inspect your shipment as soon as it arrives. Verify the lot numbers and item count against your order confirmation before reconstituting or otherwise using any vial.
2. Damaged, incorrect, or missing items
If your order arrives damaged, incorrect, or incomplete, contact us within 7 days of delivery with your order number and photos of the affected item(s) and packaging. We'll arrange a replacement or refund once verified.
3. Non-returnable items
Because our products are lyophilized research compounds, we cannot accept returns once a vial's tamper-evident seal has been broken. Unopened, unreconstituted vials in original packaging may be eligible for return within 14 days of delivery.
4. Failed independent testing
If a lot you purchased fails to match its published certificate of analysis when independently retested, we will replace it or issue a full refund for that item — no time limit within the product's stated shelf life.
5. Refused or undeliverable packages
Packages refused at delivery or returned as undeliverable due to an incorrect address provided at checkout are refunded minus original shipping costs once the return is received.
6. Order cancellations
Orders can be cancelled for a full refund any time before they ship. Once an order has dispatched, it falls under the standard return terms above.
7. How refunds are issued
Approved refunds are returned to your original payment method. This is a demo storefront — connect a payment processor to process real refunds and payments.
8. Contact
To start a return or report an issue, email support@elementlabs.example with your order number.