Policies
Returns, Refunds and Cancellations
Effective August 10, 2026
Before payment
A checkout submission may be cancelled before payment is confirmed. Contact us as soon as possible and include the checkout or order reference.
After payment and before fulfillment
Cancellation requests are reviewed individually. A request is not guaranteed once stock has been allocated, documentation prepared, or fulfillment work has started. Any nonrecoverable payment, administrative, or carrier costs may affect the available resolution where permitted.
Incoming items
Items marked “Pre-order · Incoming” may have order-specific timing and cancellation terms. Those terms will be communicated before the order is finalized.
After shipment
Orders generally cannot be cancelled after carrier acceptance. Unopened research materials are not automatically eligible for return because storage, handling, chain-of-custody, and product integrity cannot be verified after delivery.
Incorrect, damaged, or compromised shipments
Contact [email protected] promptly after delivery. Include the order reference, package label, description of the issue, and clear photographs when applicable. Keep all packaging and contents until the review is complete.
Lost or undelivered packages
Lost-package replacement, credit, refund, or other resolution requests are subject to the waiting periods and review requirements in our Shipping Policy. Reaching a waiting-period threshold makes a request eligible for review but does not guarantee a particular outcome.
Review and resolution
We review the order record, shipping record, photographs, package condition, and other relevant information. Depending on the verified circumstances, an available resolution may include replacement, account credit, refund, or another agreed correction. No specific outcome is guaranteed before review.
Unauthorized returns
Packages sent without authorization may be refused and may not qualify for credit or refund. Authorized return instructions must be followed exactly.
Payment fees
Refund handling is reviewed against the order record, payment-provider record, and nonrecoverable costs where permitted. Any method-specific fee treatment is applied only where allowed by the applicable payment network rules and law.
Payment disputes
Contact us first so we can investigate and document the issue. This does not limit any rights that cannot legally be waived.
Contact
Send requests to [email protected] with the order reference and a concise description of the requested resolution.