Returns & Replacements
Lost, stolen, or damaged in transit is handled by Route when you add shipping protection at checkout. Wrong-item errors and COA mismatches are always on us. Because these are research compounds, opened material can't be returned.
All returns, refunds, and replacements are at the discretion of our support team.
By completing a purchase, you acknowledge that all sales are final unless our support team determines otherwise and your request meets one of the specific criteria listed below.
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 only before a shipping label has been assigned to the package. As soon as a label is created, the order is no longer eligible for pre-shipment cancellation and the damage / mismatch / wrong-item policies apply.
Window: Before a shipping label is assigned
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.
