Returns & Refunds

All Orders for research-use-only materials are final once the Product has shipped, except as required by law or as expressly provided in this policy. We do not accept returns or offer refunds for buyer’s remorse, ordering the wrong item, a change in research plans, or any Product that has been opened, used, or stored outside our control.

This policy is part of, and should be read with, our Terms of Service and Shipping & Returns.

We will review and, where verified, remedy claims that fall into one of the following categories. Each requires that you contact us within the stated window and provide supporting documentation.

• Fulfillment error: you received an incorrect Product or quantity compared with your confirmed Order. Report within seven (7) days of delivery with your order number and photos of the items and packaging received.
• Carrier loss: tracking shows the package was not delivered, or it was lost in transit. Report within fourteen (14) days of the expected delivery date so we can open a carrier investigation.
• Damaged or defective on arrival: the Product or its container arrived broken, leaking, or otherwise compromised. Report within seven (7) days of delivery with photos of the damage and the shipping carton, retaining the materials until the claim is resolved.
• Purity-specification failure: the delivered lot does not meet the analytical specification described in Section 3. Report within thirty (30) days of delivery with the lot number and the basis for the discrepancy.

Do not return any Product without first contacting us and receiving instructions. Unauthorized returns may be refused, and a return shipped without authorization is at your own risk.

Where a Certificate of Analysis (COA) is provided, it reflects third-party analytical testing of a specific lot. We stand behind the analytical specification stated on the listing or COA for that lot.

A purity-specification claim is eligible where, for the delivered lot, independent re-testing shows the measured purity is below 95 percent or the labeled active content is more than 10 percent below the stated value. Differences attributable to salt form, counterion, hydration, or residual solvent accounted for in the stated specification are not a specification failure. We may request that re-testing be performed by a qualified independent laboratory and may verify results before approving a claim.

A COA describes analytical characteristics only. It is not a representation of suitability for any particular purpose and does not constitute any claim regarding use.

Where we approve an accommodation that is not the result of a fulfillment error, carrier loss, damage, defect, or specification failure on our part, a restocking fee of up to 20 percent of the Product price may apply to cover handling and re-qualification. We will tell you whether a restocking fee applies before you proceed.

For a verified claim, we may, at our discretion and based on the circumstances, provide one of the following remedies for the affected items:

• a replacement shipment of the same Product;
• a refund to your original payment method; or
• store credit toward a future Order.

Approved refunds are issued after we confirm the claim, and typically within five (5) to ten (10) business days of approval. The time for the funds to appear depends on your payment provider and is outside our control. Refunds to a digital-asset payment method are issued in the same asset where practicable, and the value may differ from the original amount due to network and market conditions.

Contact us first. If you believe there is a problem with an Order or a charge, please contact our support team before initiating a chargeback or payment dispute with your bank or card issuer. Nearly every issue can be resolved faster directly, and many disputes arise from delivery timing or recognizing the billing descriptor.

Disputes on a fulfilled Order. We are confident we can resolve almost any issue directly, and usually faster than a formal dispute, so we ask that you reach out before opening a chargeback or payment dispute on an Order we have already fulfilled. If a dispute is opened, we will respond with the order, delivery, and attestation records that document it.

We cooperate with payment processors and card networks in the dispute process and will submit Order documentation, tracking, and the applicable policies. Nothing in this section limits your rights under applicable law or the rules of your payment network.

To start a claim or ask a question about this policy, contact Medlly LLC at [email protected] with your order number and any supporting documentation. Email support, Monday through Friday.