Refund & Returns

Effective 15 August 2026

All sales are final. Because these are laboratory materials whose storage conditions cannot be verified once they leave our custody, we do not accept returns for change of mind or ordering error. Conformity and damage claims are handled below.

1. Why there are no general returns

A returned vial cannot be re-entered into inventory. We have no way to confirm how it was stored, whether the seal was broken, or whether it was exposed to temperature excursion. Reselling it would put the next customer's work at risk, so we don't.

2. Cancelling before dispatch

An order can be cancelled for a full refund at any point before it is dispatched. Email us with the order reference. We may also cancel any order before dispatch at our discretion and refund it in full.

3. Damage in transit

Report within 72 hours of delivery with photographs of the outer packaging, the temperature indicator, and the affected vials. Verified damage claims are resolved by replacement or refund at our election.

4. Conformity claims

We warrant only that material conformed to the specification on its lot certificate of analysis at the time of shipment. That is the sole warranty given.

A conformity claim must be submitted in writing within 30 days of delivery and must include:

  1. the order number and the lot number;
  2. a description of the non-conformity; and
  3. your own supporting analytical data.

We may require return of the unused portion and may re-assay our retained sample of the lot.

Remedy

Where a claim is upheld, your sole and exclusive remedy is, at our election, replacement of the lot or refund of the price paid for that lot. Our liability will not exceed the amount paid for the lot in question.

When a claim will not be upheld

No claim will be upheld where the material has been stored outside the conditions stated on its certificate, reconstituted, diluted, repackaged, relabeled, or otherwise altered.

5. Return authorisation

Do not ship anything back without a written Return Authorisation from us. Unauthorised returns are refused or destroyed without credit.

6. Refund method and timing

Approved refunds are issued to the original payment method, normally within five to ten business days of approval. Shipping charges are not refunded except where the fault is ours.

7. Seized shipments

We do not replace or refund shipments seized, detained, or refused entry by customs or any regulatory authority.

Contact

support@fortislabs.info · quote your order and lot number.