Refund & Return Policy

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The short version

All sales are final. We do not accept returns and we do not issue refunds for change of mind, ordering error, or any reason other than the narrow exceptions set out below. Please check the compound, size and quantity before you complete your order.

Final sale. Once an order ships, it cannot be returned, exchanged or refunded except where the shipment was damaged in transit or was not what you ordered.

Why we operate this way

These are laboratory reagents. Once a vial leaves our custody we have no way to establish how it was stored, whether it was exposed to heat or light, or whether the seal was compromised. Material we cannot account for cannot re-enter inventory, and we will not resell it to another customer. That constraint is what makes the policy final rather than discretionary.

The only exceptions

We will replace or refund an order, at our discretion, in these cases only:

  • Vials that arrive cracked, leaking, or with a compromised stopper or seal.
  • The wrong compound, wrong size or wrong quantity was shipped.
  • The material does not match the product as described on this site.

Claims must reach us within 48 hours of delivery, as recorded by the carrier's tracking, and must include your order number and clear photographs of the item and its outer packaging. Claims made after 48 hours cannot be processed, because we can no longer distinguish transit damage from handling after delivery.

Do not discard the packaging until a claim is resolved. We will not ask you to return a broken vial.

What is not covered

  • Change of mind, or no longer needing the material.
  • Ordering the wrong compound, size or quantity.
  • Vials that have been opened, punctured or reconstituted.
  • Product with a broken or tampered seal, other than damage reported within 48 hours.
  • Degradation resulting from storage conditions after delivery.
  • Results obtained in your own experiments, or suitability for any particular application.
  • Delays caused by the carrier once a package has been handed over.

Cancellations

An order can be cancelled for a full refund at any time before a shipping label is generated. Once a label exists the order has entered fulfilment and the final sale policy applies. Email us as early as possible if you need to cancel.

Chargebacks

If something is wrong with your order, email us first — we resolve almost everything within one business day. Filing a chargeback before contacting us slows resolution considerably and may result in the account being restricted from future orders.

Making a claim: email contact@klresearchsupply.com within 48 hours of delivery with your order number and photographs. Do not ship anything back before receiving written authorisation — unauthorised returns cannot be tracked to your order and will not be refunded.
RESEARCH USE ONLY. Not for human or veterinary consumption. Not a drug, food, cosmetic or supplement.