Because our products are cold-chain sensitive, single-use research materials, our return policy centers on one standard: unopened, unused, and within its stability window.
ELIGIBLE FOR RETURN
These Qualify
Unopened pens within 30 days of delivery
Items damaged in transit (reported within 48 hours with photos)
Wrong item or strength shipped in error
NOT ELIGIBLE
These Don't
Opened or used pens
Products stored outside the required 2-8°C range after delivery
The Process
How Refunds Work
01
Contact Support
Reach out with your order number and we'll walk you through next steps.
02
We Inspect the Return
Once received, the item is reviewed to confirm it meets return conditions.
03
Refund Issued
Approved refunds post to your original payment method within 5-7 business days. Crypto refunds return to the originating wallet.