Research supply · Policies
Refunds
Draft for counsel review. The sections below require approval before publication as final policies.
Shipped research chemicals
TODO(counsel)
Once a product has shipped we cannot accept it back, because we cannot verify how it has been stored or handled and we will not resupply material whose chain of custody is broken. We will always make good a mistake that is ours: damage in transit, a short shipment, or the wrong item. Contact the supply desk before sending any package back.
Before it ships
TODO(counsel)
You can cancel an unpaid order at any time from the portal. If you have paid and the order has not yet been released for fulfilment, contact us and we will cancel it and refund in full.
Reporting damage or short-shipment
TODO(counsel)
Report it from the order in your portal or contact the supply desk. Provide the order number, shipment reference, affected compounds and lots, and quantities received or missing. Retain the packaging and photographs of the package, labels, and any damage. Where we accept a claim we will, at our discretion, replace the affected items or issue a credit note; replacements ship at our cost. TODO(counsel): confirm the reporting window and whether replacement or refund is the default remedy.
What we cannot refund
TODO(counsel)
Product that has shipped and arrived as ordered; product ordered in error, including the wrong compound or strength; product that has been opened, reconstituted, decanted, relabelled, or stored outside its stated conditions; and custom-branded certificate fees once the certificate has been produced.
Credit notes and how a refund reaches you
TODO(counsel)
An approved adjustment is documented with a credit note linked to the original order or invoice, identifying the affected items and approved amount so the account record shows the correction. Approved refunds are returned by the same method you paid; allow several business days for a bank transfer to appear. Where a refund follows a return of unshipped product, any referral commission associated with those units is reversed at the rate originally applied. A submitted report alone does not create an approved credit.
Backorders and short shipments
TODO(counsel)
If part of an order cannot ship we will ship what is available and tell you the expected date for the rest. You are charged for what ships. You can cancel an outstanding backorder at any time before it ships.