Eligibility
Because reference materials are sensitive and lot-controlled, returns are accepted only for unopened, undamaged, and verifiably uncompromised vials that arrived damaged in transit, were shipped incorrectly, or were the subject of a cancelled non-compliant order. Materials that have been opened, repackaged, or removed from the sealed vial are not eligible for return.
How to Request
Contact support within seven (7) days of delivery, providing your order reference, lot number, and a description of the issue. Photographs of damaged packaging or contents help expedite resolution.
Resolution Options
Approved cases are resolved by replacement of the affected vial, store credit, or refund to the original payment method — at the buyer's preference where practical.
Cancelled Non-Compliant Orders
Where Retron Labs cancels an order for non-compliance with the Compliance Policy or Terms of Sale, the buyer is refunded in full to the original payment method.
Timing
Approved refunds are issued promptly. Payment processor settlement times vary by issuer; please allow several business days for funds to appear on your statement.