Support
Returns & Refunds
How we handle damaged, incorrect, or lost orders.
Because our products are research chemicals supplied for laboratory use, we cannot accept returns of delivered products for safety and integrity reasons. This policy explains the limited circumstances in which we provide replacements. It should be read together with our Terms of Service.
Damaged or incorrect items
We offer a one-time replacement for products damaged in transit or shipped in error. Email support@bethesdalabs.net with your order number and clear photographs of the damaged item and packaging within 14 days of delivery. All claims are subject to review. One replacement per customer, per order.
Not eligible for return or replacement
- Reconstituted, opened, or used products;
- Change of mind, dissatisfaction, or ordering the wrong item;
- Products damaged by improper storage, handling, or reconstitution after delivery.
We are not responsible for improper storage, handling, or reconstitution of products once they have been delivered.
Refunds
We do not offer refunds for change of mind, dissatisfaction, or misuse. Where a refund is approved at our discretion in place of a replacement, it is issued to the original payment method; depending on your bank, funds typically appear within 5–10 business days.
Lost shipments
Every order includes complimentary shipment protection. If tracking shows a package as lost in transit, contact us and we’ll investigate and arrange a replacement.
How to start a claim
Use our contact form (topic: Returns & refunds) or email support directly. Include your order number and photos so we can help quickly.