Refund & Return Policy
Due to the nature of research-grade materials, we maintain a strict refund and return policy to support product integrity and operational safety. Please read this policy carefully before placing an order.
Overview
This policy describes when returns, refunds or reshipments are available, how to submit a claim, and what to expect after your order ships. It works together with our Terms of Service and checkout disclosures.
Returns & Refunds
Unopened returns are refunded when they are requested within 30 days. If your order arrived sealed and you have not opened it, contact us within 30 days of delivery (as shown by carrier tracking) and we will refund the returned product to your original payment method.
To protect product integrity and operational safety, we cannot accept returns of opened or used products, or of products requested more than 30 days after delivery. Because we cannot verify storage or chain of custody once a package is opened, this includes:
- Opened, unsealed, or used products;
- Returns requested more than 30 days after delivery;
- Failure to receive a package due to an incorrect address provided by the customer; or
- Inability to accept delivery.
Damaged or Incorrect Items
If you receive a damaged or incorrect item, contact us and include:
- Your order number;
- Clear photographs of the damaged or incorrect item(s);
- Photographs of the outer packaging; and
- A short description of the issue.
Any damaged parcel is reshipped for free. We send the replacement at no cost to you, including shipping.
Lost Packages
If your package appears lost in transit (no delivery scan), contact us after 14 business days from the ship date. Any lost parcel is reshipped for free. We will work with the carrier on our side, and you pay nothing for the replacement or its shipping.
Order Cancellation
Orders may be cancelled only if they have not yet shipped. Once an order has been dispatched, it cannot be cancelled, but unopened products can still be returned under the policy above.
To request cancellation, contact us immediately after placing your order. If we confirm cancellation before shipment, we will issue a refund according to the payment method used, typically within a reasonable processing window (often 5–10 business days, depending on payment rails).
Product Quality & COAs
Where COAs or batch documentation are offered, they describe the materials as stated for the applicable batch. Independent verification may be appropriate for critical research applications. We cannot guarantee product integrity after delivery due to factors outside our control, including storage, temperature exposure, and handling after receipt.
How to Contact Us
For order issues, claims, or questions about this policy:
Email: support@zeptixlabs.com
Include your order number in all correspondence. We typically respond within 24–48 business hours.
Summary
- Returns: Unopened returns within 30 days are refunded.
- Cancellations: Orders that have not yet shipped can be cancelled and refunded.
- Damaged parcels: Reshipped for free.
- Lost parcels: Reshipped for free.