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 or refunds may be 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.
All Sales Are Final (After Shipment)
Once an order has shipped, all sales are considered final. Because we cannot verify storage, chain of custody, or product condition after dispatch, we do not accept returns for buyer’s remorse, incorrect selections made at checkout, or similar reasons once the package has left our control.
We are generally unable to accept returns after shipment, including but not limited to:
- Change of mind or buyer’s remorse;
- Ordering incorrect products or quantities;
- Failure to receive a package due to an incorrect address provided by the customer;
- Package held, delayed, or returned by a carrier or customs (where applicable); or
- Inability to accept delivery.
Damaged or Incorrect Items
If you receive a damaged or incorrect item, you must contact us within 48 hours of delivery (as shown by carrier tracking) 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.
Claims submitted after 48 hours may not be eligible for replacement. If your claim is approved, we may, at our sole discretion, ship a replacement at no additional product cost. We do not guarantee cash refunds for damaged or incorrect items; remedies may be limited to replacement or store credit.
Lost Packages
If tracking shows delivered but you did not receive the package, that is generally a matter between you and the carrier. We recommend contacting the carrier, your building management, and neighbors. Zeptix Labs LLC is not responsible for theft or mis-delivery after a carrier marks a shipment as delivered.
For packages that appear lost in transit (no delivery scan), contact us after 14 business days from the ship date. We will work with the carrier to investigate and may discuss replacement options on a case-by-case basis. Outcomes are not guaranteed.
Order Cancellation
Orders may be cancelled only if they have not yet shipped. Once an order has been dispatched, it cannot be cancelled and no refund is guaranteed.
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: [email protected]
Include your order number in all correspondence. We typically respond within 24–48 business hours.
Summary
- Returns: Not accepted after shipment.
- Refunds: Primarily for successfully cancelled orders before shipment; otherwise at our sole discretion where stated above.
- Damaged / wrong items: Contact within 48 hours with photos; replacement may be offered.
- Lost in transit: Contact after 14 business days; case-by-case review.
