Returns Policy
What happens if something is wrong with your order.
Last updated: November 2, 2026
1. Our approach
Because our products are sensitive laboratory materials, we cannot accept returns of opened, used or unsealed products, or of products that have been stored incorrectly after delivery.
2. Damaged or incorrect items
If your order arrives damaged, defective or not as ordered, email support@valentinelabs.example within 7 days of delivery with your order number and clear photos of the item, label and packaging. We will replace the item or refund it once we have reviewed your request.
3. Unopened products
Unopened products in their original packaging may be returned within 14 days of delivery for a refund of the product price, less shipping and any restocking cost, if we approve the return in advance. Contact us before sending anything back.
4. Return process
After approval we will give you a return authorization and instructions. Returns sent without authorization cannot be accepted. Return shipping costs are the customer's responsibility unless the return is due to our error.
5. Refunds
Approved refunds are issued to the original payment method within 5 to 10 business days of us receiving and inspecting the return, or of approving a damage claim.
6. Cancellations
Orders can be cancelled before they ship. Once an order has been dispatched, the return rules above apply.
7. Certificates of Analysis
If you believe a batch does not meet the specifications on its COA, contact us with the lot number. We will investigate and, where appropriate, replace or refund the product.
8. Contact
Questions about a return? Email support@valentinelabs.example.