REFUND POLICY

1. Scope

This Refund Policy applies to all orders placed through puritylabresearch.com. By placing an order, you agree to the terms of this policy. This policy forms part of and should be read together with our Terms of Service.

2. Eligibility for Refund or Replacement

You are eligible for a full refund or a replacement product if your order is affected by any of the following issues:

• Damaged in Transit: The product arrived physically damaged, broken, or compromised during shipping (e.g., cracked vials, leaking containers).
• Wrong Product Shipped: You received a product that is different from what you ordered.
• Missing Items: One or more items from your confirmed order did not arrive in the shipment.

Claims must be submitted within 14 calendar days of the delivery date. Claims submitted after 3 days will not be accepted.

3. How to Submit a Claim

To request a refund or replacement, email us at support@puritylabresearch.com with the following information:

• Your order number
• A description of the issue
• Photographs clearly showing the damage, incorrect product, or evidence of missing items (e.g., photo of the package contents and packing slip)

Our team will review your claim and respond within 2 business days of receipt. We may request additional information or photographs if needed to verify the claim.

4. Verification Process

Return of the product is required. Upon receiving your claim and supporting photographs, we will review the evidence and determine whether the claim meets the eligibility criteria in Section 2. You are responsible for return shipping costs upfront; however, if your claim is approved, you will be fully reimbursed for the return shipping cost.

If the claim is approved, you will be notified by email and offered the choice of a refund or replacement (see Section 5).

5. Refund or Replacement

If your claim is approved, you may choose one of the following:

• Full Refund: We will process a refund to your original payment method within 5-10 business days of approval. You will receive an email confirmation when the refund has been issued. Depending on your financial institution, it may take additional time for the refund to appear in your account.
• Replacement: We will ship a replacement product at no additional cost. Replacement orders are processed with the same priority as new orders and are subject to the estimated delivery times in our Shipping Policy.

6. Non-Refundable Situations

The following situations are not eligible for a refund or replacement:

• Products seized, held, detained, or destroyed by customs or border authorities in the destination country. International buyers assume all risk associated with customs clearance (see our Shipping Policy for details).
• Change of mind, buyer's remorse, or incorrect ordering by the buyer.
• Issues caused by improper storage, handling, or use of the product after delivery.
• Claims submitted more than 14 calendar days after the delivery date.
• Products purchased from unauthorized resellers or third-party sources.
• Delays in delivery caused by carrier issues, customs processing, or events beyond our control (see our Shipping Policy).

7. Fraudulent Claims

We take refund fraud seriously. If we determine that a claim is fraudulent, falsified, or made in bad faith, we reserve the right to:

• Deny the claim.
• Suspend or permanently terminate your account.
• Refuse all future orders from the associated account, email address, or shipping address.
• Report the matter to appropriate authorities and/or pursue legal action.

8. European Union Consumer Rights

If you are a consumer in the European Union, you may have a right of withdrawal under the Consumer Rights Directive (2011/83/EU), allowing you to cancel an online purchase within 14 days of receipt without providing a reason.

However, pursuant to Article 16(e) of the Directive, the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery. Given the nature of our products (research chemicals requiring controlled handling and storage conditions), products with intact seals may be eligible for the 14-day right of withdrawal. Products with broken seals are excluded.

To exercise your right of withdrawal (where applicable), contact us at support@puritylabresearch.com within 14 days of delivery. Return shipping costs for EU right-of-withdrawal claims are the responsibility of the buyer. Products must be returned in their original sealed condition.

9. Currency

All refunds are issued in the original currency of the transaction. We are not responsible for any differences in the refund amount caused by exchange rate fluctuations between the date of purchase and the date of refund.

10. Contact

For refund inquiries or to submit a claim:

Subscription Refund Policy

Subscription orders that have already been shipped are not eligible for refund based solely on cancellation of the subscription. To avoid being charged for the next cycle, cancel or pause your subscription before the next billing date from your account dashboard.

• Subscription orders that arrive damaged are eligible for replacement under the same terms as one-time orders.
• If you cancel your subscription, you will not be charged for future cycles, but no refund is issued for the current shipped order.
• Pausing your subscription stops all future charges until you choose to resume.