Research Use Only · Not For Human Or Animal Consumption · 21+ Only
refinedbiolabs
Claims & Replacements

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.

Added shipping protection at checkout?

Lost, stolen, or damaged-in-transit parcels on protected orders are resolved by Route. File directly with them for the fastest outcome — you'll need your order number.

No protection on your order? Email support below — outcomes remain at our discretion.

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.

Replacement on review

Damaged in transit

If a vial arrives broken, leaking, or with a compromised seal, email a photo of the package and the affected vials. With shipping protection, claim through Route. Without it, file a damage claim with the carrier first, then send us the claim reference and photos and our team will review a replacement.

Window: 7 days from delivery

Full refund or replace

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: 7 days from delivery

Replacement + return label

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

Full refund

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 or 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.

  1. 01

    Email support

    support@refinedbiolabs.com with your order number, lot, and photos.

  2. 02

    Receive RMA

    We respond within 1 business day with an RMA number and next steps.

  3. 03

    Ship or discard

    Most damage cases skip the return. Wrong-item cases get a pre-paid label.

  4. 04

    Refund or replace

    Refund posts within 5–7 business days. Replacements ship same day when in stock.