Refund policy
Returns, Exchanges & Order Cancellations
Due to the highly sensitive nature of our products (research-use chemicals and laboratory reagents), all sales are final.
For safety, product integrity, stability, and chain-of-custody reasons, we do not accept returns, exchanges, or order cancellations once an order has entered fulfillment or has been dispatched.
Unauthorized returns, refused deliveries, or packages returned without prior authorization will not be accepted and are not eligible for a refund, replacement, or Store Credit, unless otherwise required by applicable law.
Damaged or Incorrect Items
We carefully inspect and securely package every order before shipment. However, if your order arrives damaged or you receive an incorrect item, we're committed to reviewing your claim and providing an appropriate resolution.
To qualify for review, you must notify us within 48 hours of delivery, based on the carrier's official delivery timestamp.
Please include the following:
- Your order number (e.g. #1007)
- Clear, high-resolution photos showing:
- The damaged item(s)
- The inner packaging
- The outer shipping box (if applicable)
- The shipping label
- A brief description of the issue.
We may request additional information where reasonably necessary to verify your claim.
Claims submitted after the required reporting period or without sufficient supporting documentation may not qualify for review or compensation.
Standard Resolution for Approved Damage Claims
Once a damage claim has been reviewed and approved, Reconstitution Lab may provide one or more of the following resolutions depending on the circumstances:
- ✔ Store Credit applied to the customer's account, in an amount determined by Reconstitution Lab.
- ✔ Replacement of the affected item(s). Replacement items may be shipped separately or included with the customer's next eligible order, depending on the selected resolution and order circumstances.
When placing your next order, we recommend including your original order number in the Order Notes to help us quickly identify your replacement request.
The specific resolution provided may vary based on the nature of the issue, order history, claim circumstances, and other relevant factors.
Approved compensation applies only to the affected item(s) and does not extend to the entire order unless otherwise determined by Reconstitution Lab.
Refunds are not our standard resolution for shipping-related damage claims.
Where required by applicable law, or where another reasonable resolution cannot be provided, Reconstitution Lab reserves the right, at its sole discretion, to determine the most appropriate resolution, including Store Credit, replacement, refund, or another reasonable remedy.
Replacement Processing
Replacement processing will follow the selected replacement option confirmed by the customer.
For separate replacement shipments, a shipping contribution may apply unless otherwise determined by Reconstitution Lab.
Customers who select replacement with their next order should place their next eligible order within 14 days of claim approval. Claims not redeemed within this period may, at Reconstitution Lab's sole discretion, be converted to Store Credit of equivalent value.
How to Submit a Damage Claim
Please email:
Subject line:
Damage Claim – [Your Order Number]
Our support team will review your claim and respond within 2 business days.
Refunds
Refunds are issued only where required by applicable law or when Reconstitution Lab determines that a refund is the most appropriate resolution under the circumstances. Refunds will not be issued for issues resulting from improper storage, handling, misuse, or circumstances occurring after successful delivery.
Where approved, refunds will be issued to the original payment method used for the purchase.
Original shipping charges, customs duties, taxes, and any third-party fees are non-refundable unless otherwise required by applicable law.
EU 14-Day Right of Withdrawal (Where Applicable)
If you are a consumer residing in the European Union, you may have certain statutory cancellation rights.
Due to the nature of our products, these rights apply only under the following conditions:
- Orders that have not yet entered fulfillment or shipping may be cancelled for a full refund.
- Delivered products may be eligible for withdrawal only if they remain completely unopened, unused, factory sealed, and in their original condition, where permitted by applicable law.
- Customers are responsible for return shipping costs unless otherwise required by applicable law.
- Refunds will be processed only after the returned products have been received, inspected, and verified.
Products that have been opened, used, damaged after delivery, or otherwise compromised are not eligible for return due to product integrity, safety, and contamination considerations.
Fraudulent or Unsupported Claims
Reconstitution Lab reserves the right to deny any claim that:
- Cannot be reasonably verified using the information provided;
- Lacks sufficient supporting documentation;
- Appears fraudulent, abusive, or intentionally misleading;
- Relates to damage or misuse occurring after delivery.
Customers who repeatedly submit unsupported or fraudulent claims may be refused future service or purchases at Reconstitution Lab.
Limitation of Liability
To the fullest extent permitted by applicable law, Reconstitution Lab's liability for any approved claim shall be limited to the purchase price of the affected item(s) only.
Reconstitution Lab shall not be liable for any indirect, incidental, consequential, special, punitive, or exemplary damages arising from the purchase, shipment, storage, handling, or use of our products.
Contact Us
If you have any questions regarding this policy, please contact us (For the fastest response, please include your order number in all correspondence) :
Email: ReconstitutionLab@outlook.com
Business Hours: Monday – Friday