Draft · pending review by KOVARIS Research and legal counsel before publication
- No change-of-mind returns
- We fix our mistakes
- Report within the window
- Refund to original payment
Research materials can’t be restocked once they leave our control, so we can’t accept returns for change of mind. When something is our fault or a carrier’s, we make it right.
1. What we cover
- Items that arrive damaged.
- Items that are different from what you ordered: wrong product, presentation or quantity.
- Orders lost in transit, once the carrier confirms the loss.
2. How to report a problem
Contact us within [number of days to be confirmed] of delivery with:
- your order number;
- photos of the package, the items and the labels, including lot numbers;
- a short description of the problem.
We’ll reply by email, usually with a replacement or a refund to the original payment method.
3. What we can’t accept
- Returns of opened, used or tampered products.
- Returns of products stored or handled outside the conditions in the lot documentation.
- Returns sent without contacting us first. Unauthorized returns will not be refunded.
4. Cancellations
You can cancel an order at no cost until it ships. Contact us as soon as possible with your order number. Orders that have shipped can’t be cancelled.
5. Refunds
Approved refunds go to the original payment method. The time it takes to appear depends on your bank or card issuer. Shipping charges are refunded when the problem was our error.
6. Orders cancelled by us
If we cancel an order under the Terms of Sale or the Research Use Policy, we refund the full amount paid.
7. Chargebacks
Please contact us before opening a dispute with your bank. Most problems are solved faster directly. See section 11 of the Terms of Sale.