Refund Policy

What happens if you need to cancel, or if something goes wrong with your order.

Last updated: September 2026

Cancellations

You can cancel an order for a full refund any time before it ships. Email us with your order number. Once an order has shipped, it can no longer be cancelled.

All Sales Final Once Shipped

Our products are temperature-sensitive research materials, so we cannot accept returns or restock returned vials, opened or unopened. We do not offer refunds for change of mind or ordering mistakes once an order has left our facility.

Damaged, Incorrect, or Missing Items

If your order arrives damaged, contains the wrong product, or is missing an item, email us within 7 days of delivery with your order number and photos of the package and vials. Once we confirm the problem, we will send a replacement at no cost or refund the affected items, including shipping.

Lost Packages

If tracking stops updating for 7 days in a row, email us within 30 days of the ship date. We will open a claim with the carrier and send a replacement or a refund once the carrier confirms the loss.

Packages that tracking shows as delivered are the carrier’s responsibility from that point. Check with neighbors and your building’s mail room first; we are happy to help you file a claim with the carrier. Orders sent to an incorrect address entered at checkout can be reshipped at your cost once they return to us.

Orders We Cancel

We may refuse or cancel any order under our Research-Use Policy. If we cancel an order, we refund it in full.

How Refunds Are Paid

Approved refunds are sent within 5 business days, back through the payment method you used where possible, or through another method we agree on with you. Crypto payments are refunded at the US dollar amount charged at checkout. Sales tax is refunded along with the items it was charged on; shipping is refunded when the problem was our error.

Before Opening a Dispute

Please email us before filing a dispute with your payment app. We answer most requests within one business day, and a dispute can delay your refund.

Questions: supergenixlabs@proton.me