Refund & Return Policy
Because all products on this Site are reference materials supplied for in vitro laboratory use only, returns and refunds are handled under the limited circumstances below. By placing an order you acknowledge and accept this policy.
1. Damaged on arrival
If a shipment arrives visibly damaged or the product container is compromised, do not use the material. Email support@solvenelabs.com within seven (7) days of delivery with your order number, the lot number printed on the inner label, and clear photographs of the outer packaging, the inner packaging, and the damaged item. Approved damaged-on-arrival claims are resolved by replacement of the affected line item or, where replacement is not available, a refund of the line item to the original payment method.
2. Incorrect item shipped
If you receive a product that does not match the line item on your order confirmation, email support@solvenelabs.com within seven (7) days of delivery with your order number and the lot number printed on the inner label. We will arrange a corrected shipment at our expense.
3. Cancellations
Orders may be canceled for a full refund any time before the order is released to the carrier. Once a tracking number has been issued, the order can no longer be canceled and will be handled under sections 1 and 2 above.
4. Non-returnable
For health, safety, and product-integrity reasons, the following are not eligible for return or refund:
- Products that have been opened, reconstituted, or transferred from the original container.
- Products that have been improperly stored after delivery (e.g. exposed to ambient temperature when refrigeration or freezer storage was indicated on the label).
- Products without the original lot number identifiable on the inner label.
- Buyer’s remorse, change of research direction, or speculative purchases.
5. Refund timing and method
Approved refunds are issued to the original payment method within ten (10) business days of approval. Original shipping charges and taxes are non-refundable except in the case of an order error on our part. Bank or card-network posting times are outside our control.
6. Chargebacks
If you have a dispute about a charge, please contact us first at support@solvenelabs.com so we can resolve the issue directly. Filing a chargeback without first contacting us delays resolution and may result in account suspension.
7. Contact
Refund or return questions: support@solvenelabs.com.
Last updated: May 14, 2026