Returns & refunds

We back every order with a per-lot certificate of analysis and tamper-evident packaging. If something is wrong on arrival, we make it right - here's exactly how.

What's covered

• • Packages arriving with a broken or visibly tampered seal.
• • Wrong product shipped (different compound, dosage, or quantity than the order).
• • Visible damage from transit (broken vial, cold chain failure verified by ice-pack state).
• • Failure of the payment to be captured cleanly (rare; the gateway reverses automatically).

What's not covered

• • Vials that have been opened, reconstituted, or used - research-use product safety requires we accept only sealed returns.
• • Buyer's remorse / unwanted product after delivery is signed for.
• • Damage caused after the courier hand-off.

How to request a refund

1. 1. Contact us within 48 hours. Email support with your order number (CBM-…), a brief description, and a clear photo of the issue (seal, vial, packaging).
2. 2. We open an investigation and either ship a replacement immediately or schedule a courier pickup, depending on the case.
3. 3. Refund is initiated back to the original payment method once we have the product back (or photo evidence of disposal, where applicable).

Refund timelines

This policy is provided in good faith. For research-use products, all returns are inspected for tamper evidence before a refund is finalized. See also our terms of service and shipping policy.