Refund Policy

Overview

Because our products are temperature-sensitive research reagents, we cannot accept returns of opened or shipped product for restocking. We do, however, stand behind every lot we release.

Lot failures

If a lot fails post-release testing, it is quarantined and never enters inventory. If a failure is discovered after shipping, we notify every account that received the lot and replace or refund the affected product without requiring a return.

Damaged, lost, or incorrect shipments

Orders with Shipping Protection ($9.99 add-on): if your package is lost in transit, stolen after delivery, or arrives damaged, contact us at RelayResearchLabs@gmail.com within 48 hours of the delivery scan (or within 10 business days of dispatch if it never arrives) and we will reship the order or refund it in full, your choice, with no claim paperwork.

Orders without Shipping Protection: if the carrier confirms the package was lost in transit and never delivered, we will issue a refund or store credit for the order once the carrier trace is closed. Packages marked delivered by the carrier, damage in transit, and theft after delivery are not covered without Shipping Protection.

Incorrect items: if we ship the wrong product, contact us within 48 hours and we will send the correct item at no charge. This applies to every order.

Cancellations

Orders can be cancelled for a full refund at any time before dispatch. Because we dispatch within 24 hours, contact us as soon as possible. Orders that have already shipped cannot be cancelled.

Refund method and timing

Refunds are issued to the original payment method within 5–10 business days of approval. Your bank or card issuer may take additional time to post the credit.

Chargebacks

Please contact us before disputing a charge with your card issuer — we resolve nearly every issue directly and faster than a chargeback.

Contact

RelayResearchLabs@gmail.com · (571)-510-2479 · Carson Fields, 4125 Monument Corner Dr, Fairfax, Va, 22030