Policies
Returns & Refunds
Effective October 21, 2026
We want every order to arrive exactly as you placed it. If something goes wrong in transit or we make a mistake, we'll make it right.
Our products are temperature-sensitive materials sold strictly for laboratory research use. For the safety and integrity of every customer's order, we can't accept returns of opened, reconstituted or used vials, or of products that weren't stored as directed after delivery.
We'll replace or refund
- Items that arrive damaged, broken or leaking.
- The wrong product, size or quantity compared with your order confirmation.
- Items missing from your package.
- A suspected quality issue with an unopened vial, reported with your order and lot number.
Not eligible
- Opened, reconstituted or used vials.
- Vials exposed to heat or left unrefrigerated after delivery.
- Claims made more than 7 days after delivery.
- Products bought from anyone other than Element 6 Labs.
- Orders refused at delivery or undeliverable because of an incorrect address.
How to report a problem
- Email us within 7 days of delivery at sales@e6-labs.com, or use our contact page.
- Include your order number, the product and lot number from the vial label, and a short description of the issue.
- Attach clear photos of the product, its label and the packaging it arrived in.
- We'll reply, usually within one business day, with a replacement, a refund, or instructions if we need the item back.
Unopened items you no longer need
Unopened, undamaged products in their original condition may be returned within 7 days of delivery at our discretion. Contact us first, because returns sent without approval can't be accepted. Approved returns must be shipped back in insulated protective packaging, at your expense, and are refunded once we receive and inspect them. The $20 delivery fee isn't refundable for these returns.
Refunds
- Approved refunds go back to your original payment method, normally within 5–10 business days of approval, depending on your bank or payment provider.
- If the problem was our mistake (damaged, wrong or missing items), we also refund or waive the $20 delivery fee for the affected order.
- Replacements ship next business day once your claim is approved.
Cancelling or changing an order
Contact us as soon as possible. We can cancel or change an order before it ships and refund anything you've paid in full. Once an order has left our facility, it can't be cancelled; you can use the process above if it arrives damaged or incorrect.
Lost or delayed packages
If tracking shows no movement for 5 business days, or your package is marked delivered but you can't find it, email us with your order number. We'll open a claim with the carrier and, once it's resolved, send a replacement or refund.
Questions
Email sales@e6-labs.com or use our contact page. This policy is part of our Terms of Sale.
This policy is a starting template for Element 6 Labs. Have it reviewed alongside your Terms of Sale by a qualified attorney before relying on it.