Policy
Refunds & returns
If something arrives damaged or the wrong item turns up, send photos and a replacement goes out — that is the whole process. Beyond that, research compounds cannot be returned once they have left, and this page sets out exactly why and what happens instead.
Damaged on arrival
Replacement sent
Report window
72 hours
Effective date
Last updated
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Broken? We replace it
Photos of the damage within 72 hours of delivery and a replacement ships out. No argument, no restocking fee.
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Wrong item? Same deal
Leave it sealed, send a photo, and the correct item goes out. Do not open or use anything you did not order.
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Sealed for a reason
Compounds that have left our control cannot come back into stock, which is why returns and exchanges are not offered.
Section 01
Damaged or incorrect orders
If a vial arrives broken, leaking or otherwise damaged, or if you receive something other than what you ordered, a replacement will be sent. Here is the process:
- 1Email within 72 hours of deliveryWrite to support@rnxresearch.com within 72 hours of the delivery scan. Reports outside that window are not eligible.
- 2Attach photosClear photos of the damaged vial, the inner packaging, the shipping label and any damage to the outer box. Photo evidence is what makes a replacement straightforward.
- 3Include your order number and the lot numberThe order number is on your confirmation email, the lot number is on the vial label.
- 4If the wrong item arrived, keep it sealedDo not open or use an item you did not order. Send a photo of it sealed alongside the label and the correct item will go out.
What happens next
Once the photos are received, a replacement ships at no cost to you. There is no restocking fee and nothing to send back — damaged vials should be disposed of according to your own laboratory’s procedures rather than returned.
Section 02
Why returns are not accepted
Research compounds depend on an unbroken chain of custody and controlled storage. Once a package has left our facility, we have no way to verify how it was stored or handled, which means it can never go back into stock for another researcher. For that reason returns and exchanges are not offered on shipped orders.
- This is what guarantees every researcher receives material that has never been tampered with or exposed to an uncontrolled environment.
- Refunds are not issued based on the results or outcomes of laboratory experiments. By purchasing, the researcher affirms they have the equipment and expertise to handle these materials.
- Full product details, specifications and the certificate of analysis for every batch are published before purchase so the decision can be made with everything in front of you.
Damaged and incorrect orders are the exception, and they are covered in Section 01 above.
Section 03
Lost or stolen packages
RNXResearch is not responsible for packages marked as delivered by the carrier that are subsequently reported as lost or stolen.
- Shipping to a secure location or a laboratory facility where somebody can accept the delivery is strongly recommended.
- If a package is marked delivered but not received, file a claim with the carrier first. We will provide your tracking information and shipment details to support that claim.
- Refunds and replacements are not issued for packages confirmed as delivered by the carrier.
Section 04
Disputes and chargebacks
Important — please read before purchasing
RNXResearch maintains detailed records of all transactions including order confirmations, payment receipts, shipping tracking, delivery confirmations, certificate documentation and all customer communications. In the event of a payment dispute or chargeback filed with your bank or payment provider, we will submit this full documentation to the payment processor or acquiring bank for review.
By completing a purchase on rnxresearch.com you agree that:
- You will contact us directly at support@rnxresearch.com before initiating any dispute or chargeback with your bank or payment provider.
- Chargebacks filed for orders that were delivered as described and in accordance with this policy will be disputed with full documentation.
- Customers who initiate chargebacks for delivered and confirmed orders will be permanently banned from future purchases and reported to applicable fraud prevention networks.
- Filing a fraudulent chargeback may constitute fraud under applicable state and federal law.
We are committed to resolving any legitimate concern quickly and fairly. If there is an issue with your order, contact us first — you will get a real answer, usually the same day, and we will work to make it right.
Section 05
International orders
Orders are shipped within the United States only. International shipping is not currently offered, and RNXResearch is working on being able to ship internationally — the shipping policy will be updated when it becomes available.
It remains the buyer’s responsibility to verify that these materials may lawfully be received at the address given at checkout.
Quickanswers
My vial arrived broken — what do I do?
Email support@rnxresearch.com within 72 hours of delivery with photos of the damaged vial, the inner packaging, the shipping label and the outer box, plus your order number and the lot number from the vial. A replacement is sent at no cost and there is nothing to send back.
Do I have to return the damaged item?
No. Damaged vials should be disposed of according to your own laboratory’s procedures. Photo evidence is all that is needed.
I was sent the wrong product.
Keep it sealed and do not open or use it. Send a photo of the sealed item and the label with your order number, and the correct item will be sent out.
Can I return something I simply do not want?
No. Once a package has left the facility there is no way to verify how it was stored, so it can never be sold to another researcher. Returns and exchanges are not offered on shipped orders — damaged and incorrect orders are the exception.
Tracking says delivered but I never got it.
File a claim with the carrier first, and we will supply the tracking and shipment details to support it. Refunds and replacements are not issued for packages the carrier has confirmed as delivered.
Something is wrong with my order — should I contact my bank?
Contact us first. Most issues are resolved the same day. Chargebacks on orders delivered as described are disputed with full documentation and result in a permanent ban from future purchases.
Questions about this policy
support@rnxresearch.comAll products sold by RNXResearch are strictly for laboratory and research purposes only. They are not intended for human or animal consumption and are not for use in diagnostic, therapeutic, clinical, cosmetic or any other medical application. These materials are not drugs, foods, cosmetics or medical devices, and no statement on this site has been evaluated by the Food and Drug Administration. By completing a purchase you agree to the terms of this refund and return policy.