Refunds and returns
Effective July 29, 2026
Research materials require controlled handling and cannot ordinarily be returned to inventory after shipment. We review order problems individually and work to resolve verified fulfillment issues promptly.
Before an order ships
To request a cancellation or address correction, contact onyxlabinc@gmail.com as soon as possible and include the order number. We can only change or cancel an order before it enters fulfillment.
Damaged, missing, or incorrect items
Contact onyxlabinc@gmail.com within 48 hours of delivery. Include the order number, a description of the issue, photographs of the shipping package and affected item, and the carrier label when relevant.
After review, we may replace the affected item, issue store credit, or return the applicable amount to the original payment method. The available resolution depends on inventory, the evidence provided, and the circumstances of delivery.
Return eligibility
- We do not accept routine returns of research materials after shipment.
- Do not send any item back without written return authorization and instructions from support.
- Authorized returns must remain unopened, unused, and in their original packaging.
- Products damaged through improper storage, handling, reconstitution, or use are not eligible.
- Shipping charges are not refundable unless the return results from our fulfillment error.
Refund timing
Approved refunds are submitted to the original payment method. Provider and financial-institution processing times are outside our control. Cryptocurrency refunds, when approved, require identity and destination verification and may be adjusted for network fees.
Research-use restriction
All catalogue materials are sold strictly for lawful laboratory, analytical, or research use. They are not for human or veterinary use.