Refunds & returns
Cancellations, damaged shipments and how free items are handled.
Last updated 21 September 2026
Cancel within 24 hours for any reason. Cancel a pre-order any time before it ships. If something arrives wrong, we fix it.
Cancelling an order
Use the cancel option on the order in My Orders, or email support@molecularesearch.com with your order number. No reason needed.
In-stock items are packed for dispatch within 24 hours, so after 24 hours an in-stock order is committed and can’t be cancelled. Once any order has shipped, we can’t refund it for a change of mind, a wrong compound or size, or because it is no longer needed.
Damaged, incorrect or missing items
Contact us within 7 days of delivery with your order number and photos of the packaging and contents. We replace or refund any verified issue at our cost. After 7 days we can no longer file a carrier claim, so claims can’t be accepted.
Lost in transit
If tracking stalls, tell us and we open a carrier trace. A parcel confirmed lost is replaced or refunded in full. The 7-day limit doesn’t apply to a parcel that never arrived.
Failed lots
A pre-order ships only after its lot passes testing. If a lot fails, every pre-order against it is refunded in full or moved to the next passing lot, your choice.
Non-returnable items
Opened or unsealed vials can’t be returned. These are temperature-sensitive research materials, so nothing that has left us goes back into stock. A sealed item can be returned only if we agree in writing first.
Free items and partial refunds
A free item — a gift vial, a free diluent or any promotional item — is part of the order it came with. If the paid items are refunded, the free item must be returned unopened or its retail value is deducted. If only part of an order is refunded, any threshold the order met (free shipping, gift tiers, bundle pricing) is recalculated and the difference deducted.
Before you dispute a charge
Please email us first. We resolve every genuine issue, and it is faster than a chargeback.
Molecula Labs LLC · Products are sold for in-vitro laboratory research only. Not for human or animal consumption, and not for diagnostic or therapeutic use.