Clear policies designed for customer support. How we handle refunds and return logistics.
Due to the nature of laboratory lyophilized products and precise cold-storage requirements, we only accept returns on unsealed, original vacuum-packaged items. Contact us directly to verify if your order qualifies for return authorization.
Return requests must be initiated within 14 calendar days from the tracked delivery date. Unfortunately, we cannot offer refunds or product exchanges beyond this established timeframe.
The item must be returned in the exact condition you received it, with the protective cap secure and intact. Broken seals or signs of reconstitution immediately nullify eligibility.
If your package arrived visibly damaged during transit or contains incorrect items, please contact customer support immediately. Include photos of packaging for swift resolution.
Once your returned parcel is received and inspected by our warehouse technicians, we will issue a credit via your original payment method. Please allow up to 48 hours for verification.
Unless the return is required due to our operational error or damaged transit packaging, return shipping costs are the responsibility of the customer. Tracked transit methods are highly recommended.