Returns Policy

1. All Sales Final

Due to the nature of research chemicals and our obligation to ensure product integrity for downstream researchers, all sales are final. We do not accept returns, offer exchanges, or provide refunds on:

• Opened products;
• Products that have been removed from their original sealed packaging;
• Products with broken, missing, or compromised tamper-evident seals;
• Products received in any condition other than the as-shipped condition.

We cannot verify storage conditions or chain of custody once a product has left our facility, and accepted returns would compromise the safety and reliability of subsequent buyers' research.

2. Exceptions

Notwithstanding Section 1, refunds, replacements, or store credit may be available in the following limited circumstances.

2.1 Damaged Shipments

Products that arrive visibly damaged or with compromised packaging. To qualify, you must:

• Document the damage with clear photographs of the exterior packaging and the affected products;
• Contact us at support@affinityvials.com within forty-eight (48) hours of delivery;
• Provide your order number, photographs, and a description of the damage.

2.2 Incorrect Items

Products that do not match what was ordered, including incorrect SKUs, incorrect quantities, or missing items. To qualify, you must contact us at support@affinityvials.com within seven (7) days of delivery, retain the original packaging, and not open or otherwise tamper with the incorrect items.

2.3 Defective Products

Products that exhibit clear manufacturing defects, such as cracked vials or visible contamination without opening. Defect claims must be reported within seven (7) days of delivery with photographs and a description of the defect. Subjective concerns about product performance in your research are not, by themselves, defect claims.

3. How to Request a Return or Refund

To request a return, refund, or replacement under any of the exceptions above:

• Email support@affinityvials.com with the subject line "Return Request -- Order #[your order number]";
• Include your order number, the item(s) affected, the reason for the request, and any supporting photographs or documentation;
• Wait for a response before shipping anything back. Returns sent without authorization will not be processed.

We will respond within two (2) business days. If your claim is approved, we will provide return shipping instructions (where applicable) and confirm the resolution method.

4. Resolution Options

Approved claims will be resolved through one of the following, at our discretion:

• Replacement of the affected product;
• Refund to the original payment method; or
• Store credit applied to your account.

We will discuss available options with you and accommodate reasonable preferences where possible.

5. Refund Processing

Approved refunds are typically processed within five to seven (5-7) business days of approval. Refunds are issued to the original payment method used at the time of purchase. Depending on your financial institution, it may take an additional several business days for the refund to appear on your statement.

6. Non-Returnable Items

Regardless of any other provision, the following are not eligible for return, refund, or replacement:

• Products that have been opened, used, or whose seals have been broken;
• Products that have been stored or handled outside of recommended conditions;
• Products with subjective complaints about research performance or biological activity;
• Bundle or stack discounts already applied where only part of the bundle is returned;
• Products purchased more than thirty (30) days prior to the claim, except as separately required by law.

7. Order Cancellations Before Shipment

You may request cancellation of an order that has not yet shipped. Contact support@affinityvials.com as soon as possible. We will issue a full refund if the cancellation is processed before the order ships. Once shipped, the cancellation request becomes subject to this Policy.

8. Shipping Costs

Original shipping charges are non-refundable except where the issue is our responsibility (for example, damaged shipment, incorrect item, or defective product). Where we authorize a return shipment, we will provide a prepaid shipping label.

9. Disputes and Chargebacks

If you have a concern about a charge, please contact us before initiating a chargeback with your bank or card issuer. Most issues can be resolved promptly through direct communication. Unauthorized chargebacks for disputes that could have been addressed under this Policy may result in account suspension and recovery of associated costs.

10. Contact

Questions about returns or refunds may be directed to: