Refund & Returns Policy
Cancellations, damaged shipments, and how promotional items are handled.
Last updated 14 August 2026You have 24 hours from placing an order to cancel it for a full refund, no reason needed. That window is the only change-of-mind refund we offer. After it closes, an order is refunded only if something is wrong with it — and if something is wrong, we fix it.
The 24-hour cancellation window
Email support@molecularesearch.com with your order number within 24 hours of placing the order, or use the cancel option on the order in My Orders, and we will cancel it and refund you in full. You do not need to give a reason.
After 24 hours, an order cannot be canceled. In-stock items are picked, packed and labeled for dispatch within one business day, so by the time that window closes your order is already committed to a shipment. Pre-order and made-to-order items are allocated against an incoming or scheduled lot at the moment you order, and that allocation cannot be released. Either way the order is no longer refundable on request — this applies whether or not it has left our facility, so an order that has not yet shipped is still past the point of cancellation. We cannot refund an order because you changed your mind, ordered the wrong compound or size, or no longer need it. What follows below is unaffected: if something is wrong with what arrives, you are covered.
Damaged, incorrect or missing items
If your order arrives damaged, incomplete or incorrect, contact us within 7 days of delivery with your order number and photographs of the packaging and the contents. We will arrange a replacement or a full refund for any verified issue, at our cost. This applies regardless of the 24-hour window.
Claims raised more than 7 days after delivery cannot be accepted, because by then we can no longer establish where in the chain the problem occurred or file a claim with the carrier. If you are unable to inspect your order promptly on arrival, tell us at the time and we will note it against your order.
Orders lost in transit
If tracking shows your parcel has stalled or gone missing, contact us and we will open a carrier trace. Where a parcel is confirmed lost, we replace or refund it in full. The 7-day clock does not apply to a parcel that never arrived — reach out as soon as tracking looks wrong.
Non-returnable items
For safety and integrity reasons, opened or unsealed vials cannot be returned or refunded under any circumstances. Because these are temperature-sensitive research materials whose integrity depends on unbroken storage conditions, nothing that has left our facility can be returned to sellable inventory — so even sealed, unopened items may only be returned where we have agreed to it in writing beforehand.
Promotional and free items. Where an order included a free item — a free kit under a buy-one-get-one offer, a first-order gift vial, or a free diluent — that item forms part of the same order. If the paid item is refunded, the free item must be returned unopened or its retail value is deducted from the refund. Refunds are never issued against free items themselves.
Partial refunds
Where only part of an order is refunded, any promotional threshold met by the original order — free shipping, gift tiers, bundle pricing — is recalculated against the remaining items, and the difference is deducted from the refund.
Before you dispute
If something has gone wrong, please contact us before initiating a chargeback. We respond quickly and resolve every legitimate issue fairly, and a direct conversation is almost always faster than a dispute. Reach us at support@molecularesearch.com with your order number.
Molecula Labs LLC · All products are supplied for in-vitro laboratory research only. Not for human or animal consumption, and not for diagnostic or therapeutic use. Questions: support@molecularesearch.com