Returns & Replacements
Every order is protected against damage in transit, wrong-item errors, and COA mismatches. Because these are research compounds, opened material can't be returned — but anything that's our fault, we make right.
Damaged in transit
If a vial arrives broken, leaking, or with a compromised seal, email a photo of the package and the affected vials. We'll ship a replacement on our courier account at no charge.
Window: 7 days from delivery
COA mismatch
If independent verification shows a batch fails to match its published certificate of analysis, we will refund or replace the order in full and pull the lot from inventory immediately.
Window: 30 days from delivery
Wrong item shipped
If you receive the wrong SKU, strength, or quantity, contact us and we'll send the correct item with a pre-paid return label for the original.
Window: 14 days from delivery
Pre-shipment cancellation
Orders can be cancelled for a full refund any time before they leave our facility. Once tracking is live, the damage / mismatch / wrong-item policies apply.
Window: Anytime before tracking activates
What we cannot return
Opened, reconstituted, or partially used vials. Storage-condition failures after delivery (out-of-range temperature, exposure to light). Bulk or custom-synthesized orders that have already begun production.
RMA process
How to file a claim.
- 01
Email support
support@refinedbiolabs.com with your order number, lot, and photos.
- 02
Receive RMA
We respond within 1 business day with an RMA number and next steps.
- 03
Ship or discard
Most damage cases skip the return. Wrong-item cases get a pre-paid label.
- 04
Refund or replace
Refund posts within 5 business days. Replacements ship same day when in stock.
