Last updated: July 31, 2026

This Returns & Refunds Policy applies to purchases made directly from VitaChain Research LLC. It is separate from our Shipping & Handling Policy and explains when a cancellation, return, replacement, store credit, or refund is available.

Policy Summary

  • Request window: Submit a return or refund request within 30 calendar days of confirmed delivery. For a shipment that has not arrived, contact us within 30 calendar days after the estimated delivery date or the last carrier tracking update, whichever is later.
  • How to request: Email sales@vitachainresearch.com with the subject line “Return/Refund Request – Order #[your order number].”
  • Return authorization required: Do not mail or ship any product back until VitaChain Research provides written return instructions or authorization.
  • Refund timing: Approved refunds are initiated within 5 business days after approval or, when a physical return is required, after the returned item is received and inspected. Your bank or payment provider may require an additional 5–10 business days to post the credit.

Eligible Cancellations, Returns, and Refunds

A cancellation, return, replacement, store credit, or refund may be approved when:

  • An order-cancellation request is received before the order is transferred to the carrier.
  • VitaChain Research cannot fulfill the order.
  • An item arrives damaged, incorrect, or incomplete.
  • A shipment is confirmed lost in transit.
  • There is a verified processing, billing, product, or fulfillment error attributable to VitaChain Research.
  • An unused product purchased directly from VitaChain Research is returned in its original, unopened, sealed, and unaltered container and packaging, subject to the conditions below.

Conditions for an Unused-Product Return

To qualify for a discretionary return of an unused product, all of the following conditions must be met:

  • The request must be submitted within 30 calendar days of confirmed delivery.
  • The product must remain unopened, unused, unreconstituted, unmixed, undiluted, undissolved, unpunctured, sealed in its original container, and in its original packaging.
  • The product must have been stored and handled in accordance with the product information supplied with the order.
  • Proof of purchase from VitaChain Research is required.
  • Written return authorization must be obtained before shipment.
  • The authorized return must be shipped within 10 calendar days after authorization using the instructions provided by VitaChain Research.

Returned items are inspected before a refund is approved. VitaChain Research may decline a return that does not meet these stated conditions.

Products and Charges Not Eligible for Return or Refund

Except where required by applicable law, the following are not eligible:

  • Any product that has been opened, unsealed, punctured, reconstituted, mixed, diluted, dissolved, transferred from its original container, used, or otherwise altered after delivery.
  • Products damaged or compromised by improper storage, handling, contamination, or use after delivery.
  • Items returned without written authorization or outside the stated deadlines.
  • Final-sale or clearance items when the final-sale restriction was clearly disclosed before purchase.
  • Original shipping charges and return-shipping charges for discretionary unused-product returns.

These restrictions do not apply to a verified shipping, fulfillment, or product issue that originated before delivery, or to rights and remedies that cannot be waived under applicable law.

Damaged, Incorrect, Incomplete, or Suspected Defective Orders

Submit the request within 30 calendar days of confirmed delivery and before opening, reconstitution, mixing, or other alteration whenever the issue can be identified from the sealed product or packaging. Include:

  • Your order number and purchaser name.
  • The email address used for the order.
  • The affected item and quantity.
  • A clear description of the problem.
  • Photographs of the shipping package, label, seal, container, and affected item when applicable.

Do not discard or return the item until written instructions are provided. When VitaChain Research confirms an eligible issue, the customer may choose a replacement, store credit, or refund where applicable. VitaChain Research pays authorized return-shipping costs when the return is caused by our error or a confirmed covered issue.

Lost Packages and Address Issues

  • For delayed or potentially lost shipments, VitaChain Research will work with the carrier to investigate. If the carrier confirms loss, VitaChain Research will provide a replacement or refund.
  • If tracking shows delivery but the package cannot be located, contact us promptly. We will review the order and assist with the carrier’s resolution process.
  • The customer is responsible for providing a complete and accurate shipping address. An order is not refundable solely because an incorrect or incomplete address was submitted. If the carrier returns an unopened package to VitaChain Research, eligible merchandise may be refunded less actual outbound and return-shipping charges, or reshipped at the customer’s expense.

How to Request a Cancellation, Return, or Refund

  1. Email sales@vitachainresearch.com with the subject line “Return/Refund Request – Order #[your order number].”
  2. Include the order number, purchaser name, order email address, affected item, reason for the request, and supporting photographs or carrier information when applicable.
  3. Wait for written approval and return instructions. Sending a product without authorization does not guarantee acceptance or a refund.
  4. If a return is authorized, ship it within 10 calendar days using the provided instructions and retain the tracking information.

Refund Method and Processing Time

  • Credit or debit card: Refunds are issued only to the card used for the original transaction.
  • ACH or eDebit: Refunds are issued to the originating account.
  • Cryptocurrency: Because blockchain payments cannot be reversed, an eligible refund requires a new transfer or, at the customer’s choice, store credit. Any applicable network or valuation details will be disclosed before processing.

Approved refunds are initiated within 5 business days after approval or required return inspection. Financial institutions may take an additional 5–10 business days to post the credit. A replacement or store credit will not be substituted for an eligible monetary refund unless the customer agrees.

Order Cancellations

To request cancellation, email sales@vitachainresearch.com as soon as possible with the order number. A cancellation is not guaranteed after an order has been packed, assigned tracking, or transferred to the carrier. Once shipped, the order is handled under the return conditions in this policy.

Research-Only Handling and No-Human-Use Requirement

All products sold by VitaChain Research LLC are supplied strictly for in-vitro laboratory research use only. They are not for human or animal use, administration, injection, ingestion, application, diagnosis, treatment, prevention, or any household, food, drug, cosmetic, medical, or veterinary purpose.

  • Purchasers must be at least 21 years old and authorized to acquire and handle the materials for lawful laboratory research.
  • Products must be received, inspected, stored, secured, handled, documented, and disposed of by qualified personnel using appropriate laboratory controls and in accordance with product information and applicable federal, state, local, and institutional requirements.
  • Inspect the exterior packaging, label, seal, container, and unreconstituted material before opening, puncturing, reconstitution, mixing, or other alteration.
  • Do not use, transfer, resell, or supply any product for human or animal administration or consumption.

The research-only designation does not reduce or eliminate any return or refund right expressly provided by this policy or required by applicable law.

Questions or Dispute Resolution

Before initiating a payment dispute, please contact sales@vitachainresearch.com so we can review and resolve the issue promptly. Nothing in this policy requires a customer to waive any right provided by applicable law or an applicable card-network rule.