Due to the nature of laboratory research compounds and the chain-of-custody requirements that govern research supply, all sales are considered final once an order has shipped. This policy describes the limited circumstances in which refunds or replacements are available.
1. Order Cancellation Before Shipment
- You may request cancellation of an unshipped order by emailing support@velor.health with your order number.
- Cancellation is honored when the request reaches us before the order is handed to the carrier.
- Payments already received for canceled orders are refunded to the original payment method, less any irreversible processing fees.
2. Damaged in Transit
- Report damage within 7 days of delivery with photographs of the outer and inner packaging and any affected items.
- Verified transit damage qualifies for replacement of the affected items at no charge, or refund where replacement is unavailable.
3. Incorrect or Missing Items
- Report any discrepancy between your invoice and the items received within 7 days of delivery.
- We will ship the correct or missing item at no additional charge once the discrepancy is confirmed.
4. Manufacturing Defects
If a sealed product shows a clear defect attributable to manufacturing (for example, vial seal failure on arrival), contact us with photographs and the lot number printed on the label. Verified defects qualify for replacement or refund.
5. Non-Refundable Situations
The following are not eligible for refund or replacement:
- Products that have been opened, reconstituted, or otherwise tampered with after delivery.
- Loss or degradation resulting from improper storage after delivery.
- Shipments refused at delivery or returned as undeliverable due to inaccurate address information (return shipping and restocking fees apply).
- Change-of-mind requests after the carrier has accepted the package.
- Any claim arising from use of a product outside its stated laboratory research purpose.
6. Restocking Fee
Approved returns of unopened, undamaged items received back in saleable condition may be subject to a restocking fee of up to 20% of the product price, plus any return shipping costs. Returns are accepted only with prior authorization.
7. How to Submit a Request
Email support@velor.health with your order number, a description of the issue, and any supporting photographs. Most requests are reviewed within 2 business days.
8. Refund Method & Timing
Approved refunds are issued to the original payment method used at checkout. Posting times depend on the payment processor and typically take 5–10 business days after the refund is issued.
9. Research Use Only
Nothing in this policy modifies the requirement that all products are sold for laboratory research use only and are not intended for human or veterinary consumption.