Returns & Refunds Policy
Because our catalog consists of sensitive research materials, our returns process is built around chain-of-custody integrity and documented product quality. This policy explains when a return is possible, how damaged or incorrect shipments are resolved, and how to open a claim.
Opened or reconstituted vials cannot be returned
All items are supplied strictly for laboratory research use. Once a vial has been opened, its seal broken, punctured, or its contents reconstituted, we are unable to accept it back or verify its handling and storage history. For this reason, opened or reconstituted products are final and cannot be returned, exchanged, or refunded.
We encourage you to inspect every shipment on arrival and confirm the contents against your order before opening any sealed container.
Damaged, incorrect, or lost shipments
If your order arrives damaged, contains the wrong items, or does not arrive at all, we will work with you to make it right. These issues are resolved through our support team rather than a self-service return, so we can verify batch records and coordinate with the carrier.
Damaged in transit
Cracked containers, compromised seals, or leakage caused during shipping.
Incorrect items
A product, size, or quantity that does not match what appears on your order confirmation.
Lost in transit
Packages marked delivered but not received, or tracking that stalls without progress.
The 7-day window matters. Report any of the issues above to [email protected] within 7 days of the recorded delivery date, and include photos of the packaging and affected items. Claims submitted after this window may not be eligible for resolution.
Refund vs. replacement
For any authorized claim, we offer two paths. Wherever possible we let you choose the outcome that best fits your project timeline.
Replacement
We ship a like-for-like replacement of the affected item at no additional cost, subject to current stock and batch availability. This is usually the fastest way to keep your work on schedule.
Refund
We refund the affected portion of your order to the original payment method. Once approved, refunds are typically issued within 5–10 business days, depending on your payment provider.
Non-returnable items
To protect the integrity of research materials, the following are not eligible for return, exchange, or refund:
- Opened, punctured, or reconstituted vials
- Products with a broken or tampered tamper-evident seal
- Items stored outside their documented handling conditions after delivery
- Materials returned without prior authorization from our support team
- Orders reported more than 7 days after the delivery date
How to start a claim
Follow these four steps to open and resolve a claim. Keeping all original packaging until your claim is closed helps us verify and expedite it.
- 01
Contact support within 7 days
Email [email protected] within 7 days of the delivery date recorded by the carrier. Include your order number and a short description of the issue.
- 02
Attach documentation
Provide clear photos of the outer packaging, shipping label, and the affected items — including any visible damage, leakage, or discrepancy against your order.
- 03
Review & authorization
Our team reviews the details, confirms the batch and fulfillment records, and issues a resolution reference. Do not return any item before receiving authorization.
- 04
Refund or replacement
Once verified, we process either a replacement shipment or a refund to the original payment method, based on stock availability and your preference.
Need to open a claim?
Our support team handles every return, refund, and replacement request directly. Reach out with your order number and photos, and we will guide you through the rest.
All products are sold for laboratory and research use only — not for human consumption. Purchasers must be 18 or older. This policy governs logistics and order fulfillment only and does not constitute any guarantee beyond the condition and accuracy of the materials as shipped. Évoluer Wellness reserves the right to request additional documentation to verify a claim.