Refund & Chargeback Policy
RETURNS & REFUNDS
Laboratory Research materials have special handling rules. Here's exactly what's covered and how claims work.
Last updated: October 23, 2026
1. Eligibility
Eligible for a claim — reported within 7 days of delivery, with photos:
- Items that arrive damaged (cracked vial, compromised seal, shipping damage)
- Incorrect items — you received something different from what you ordered
- Missing items — the package arrived short against the packing list
Not eligible:
- Opened or reconstituted vials — once a seal is broken, the material cannot be returned or resold
- Change of mind or ordering the wrong compound or size
- Items that were improperly stored after delivery
2. How to File a Claim
Contact us within 7 days of delivery and include:
- Your order number (GRX-…)
- The email used at checkout
- Photos of the item, its seal, and the packaging it arrived in
- A short description of the issue
Keep all packaging until the claim is resolved — the carrier may require it.
3. Resolution
For approved claims we offer, at your choice, a replacement shipment or a refund to the original payment method. Replacements ship at our expense. Refunds are issued within 5–10 business days of approval; your bank may take additional time to post them.
4. Cancellations
Orders can be cancelled for a full refund any time before dispatch. Because payment is collected by invoice after stock confirmation, most orders can simply be left unpaid — an unpaid invoice expires and the order is released automatically. Once an order has shipped, it can no longer be cancelled.
5. Chargebacks & Disputes
Please contact us before filing a chargeback — most issues resolve faster directly. Unwarranted chargebacks may result in account suspension. Filing a chargeback does not replace the claims process above.
