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

If your order arrives damaged, is lost in transit, or contains the wrong item, contact us at RelayResearchLabs@gmail.com within 48 hours of the delivery scan (or within 10 business days of dispatch for a package that never arrived). We will reship the order or issue a full refund, at your choice.

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