Returns & refunds — how it works

Because these are research materials, returns follow a documented process so that lot integrity and chain-of-custody are never in question.

When a return may apply

• The item arrived damaged or was incorrect.
• An unopened item is eligible under our stated return window.

Opened or temperature-sensitive materials often cannot be returned once they leave our custody, because their storage history can no longer be verified.

How to request a return

1. Open your account and find the order.
2. Start a return request and tell us what happened.
3. Our team reviews the request and, if approved, sends return instructions.
4. Once we receive and inspect the item, an approved refund is issued to your original payment method.

Refund timing

Refunds are issued after inspection. Your bank or card issuer may take a few business days to post the credit.