Refund and Replacement Policy
For Research & Analytical Use Only. Not for Human or Animal Consumption. Sale restricted to qualified laboratories and research institutions.
Refund and Replacement Policy
Effective date: July 22, 2026
Because research materials require controlled custody and cannot be returned to saleable inventory, all sales are final. We do not offer open-ended refunds, returns for preference, or returns of opened materials.
Replacement-only remedy
We will replace an item, at our discretion and subject to verification, when the wrong item was shipped, the shipment arrived with documented transit damage, or the supplied item materially differs from the batch specification provided at purchase. Replacement is the exclusive remedy.
How to report an issue
Contact us within 48 hours of recorded delivery. Include the order number, item and lot information, a clear description, and photographs of the shipping package, label, seal, and affected material. Preserve all packaging and keep the material stored according to its handling instructions while the review is pending.
Exclusions
Replacement is not available for opened or improperly stored material, normal appearance variation, protocol incompatibility, buyer handling error, carrier delays without material damage, incorrect address information, unauthorized reshipment, or use outside the Research Use Agreement.
Review and shipment
We may request additional documentation or return of the unopened item where lawful. An approved replacement will be shipped to the original qualified buyer and address. If replacement is impossible, Aceso Labs may provide store credit or another limited remedy required by applicable law.