Return & Refund Policy

Thank you for choosing Biovial Labs. Because we serve the scientific and academic research community, we enforce strict laboratory safety and quality control protocols. Please review our specialized refund and return policies below prior to initiating a transaction.

1. No Physical Returns (Chain-of-Custody Safety)

Due to strict laboratory safety standards, biochemical regulations, and the preservation of sterile chain-of-custody protocols, Biovial Labs cannot accept physical returns of any chemical reagents, solvents, or compounds once they have left our fulfillment facility. We are legally and operationally prohibited from restocking or reselling any material that has been dispatched, regardless of whether the vacuum seal or external packaging appears unopened. This policy ensures that every researcher receives materials that are guaranteed completely untampered, pristine, and structurally sound.

 2. 100% Data Integrity & Purity Guarantee

While we do not accept physical returns, we back our entire catalog with an absolute Data Integrity Guarantee.

We guarantee that all distributed lyophilized masses and chemical sequences exceed a quantitative purity standard of 98.0%, verified by third-party High-Performance Liquid Chromatography (HPLC) and Mass Spectrometry (MS) analysis.

How to file a purity claim:

• If your laboratory conducts an independent analytical test of a specific lot sequence and the results indicate the purity falls below our certified 98.0% threshold, please contact our support team within 30 days of delivery.

• To qualify for a full refund or a complimentary batch replacement, you must provide the official, verifiable independent analytical laboratory data (HPLC/MS reports) detailing the discrepancy.

• Upon review and verification of the data by our laboratory team, a full refund for that specific lot will be issued immediately to your original method of payment.

 3. Damaged, Defective, or Incorrect Shipments

We take immense care in utilizing heavy-duty, discreet, padded packaging to protect the physical integrity of our glass vials during transit. However, if an item is compromised during shipping, we will make it right immediately.

• Damaged Vials: If a package arrives with physically cracked, shattered, or structurally compromised glass vials, or missing items, please inspect it immediately upon receipt.

• Reporting: Contact our support team within 72 hours of the carrier's marked delivery time. You must include your order number and clear photographic evidence of the damaged, unopened packaging and vials.

• Resolution: Upon verification, Biovial Labs will immediately dispatch a replacement shipment at no additional cost to you, or issue a prorated refund for the damaged items.

 4. Order Cancellations & Modifications

Because we prioritize rapid logistics and fulfillment, orders typically enter our processing pipeline immediately and ship within 1 to 2 business days.

• If you need to modify or cancel an order, please submit a support request within 1 hour of order placement.

• Once a carrier tracking number has been generated and assigned to your order, the shipment cannot be intercepted, canceled, or modified under any circumstances.

 5. Refund Processing Timelines

Once a refund is approved by our support team (either for a validated purity claim or a verified transit damage report), the credit is automatically applied to your original credit card or method of payment.

Please allow 5 to 10 business days for your financial institution or credit card issuer to officially clear and post the transaction to your account balance.