Refunds and replacements

• Damaged in transit. Broken vial, cracked stopper, compromised seal.
• Arrived warm. Cold-chain packaging failed or the parcel was delayed beyond its window and the contents were not cold on arrival.
• Certificate mismatch. The lot number on your vial does not match the certificate supplied with it.
• Wrong item or wrong dosage against what you ordered.
• Never arrived. Carrier confirms the parcel is lost.

Email hello@vuorlabs.com within [number, e.g. 14] days of delivery with your order number and a photo. You choose replacement or refund — we don’t decide that for you. Nothing needs to be returned for a damage or mismatch claim.

Unopened vials cannot be returned for a change of mind. This is not a restocking preference — once material has left our temperature-controlled custody we have no record of how it was stored, and reselling it would make the certificate meaningless for the next buyer. The chain of custody is the product.

The same applies to bacteriostatic water and any other supply item once the outer seal is broken.

Orders can be cancelled in full for any reason until they are dispatched. Email us with your order number; if it hasn’t gone to the carrier, you get everything back.

Refunds go back to the original payment method within [number] business days of us approving the claim. Card refunds can take a further 5–10 days to appear depending on your bank; that part is outside our control.

Where an order qualified for free shipping and a partial refund would take it below the $150 threshold, we do not claw back the shipping.

If you send a vial for independent analysis and the result differs materially from the certificate we supplied, send us the report. If it stands up, we refund the order in full and reimburse the cost of the test up to [amount].

We publish a certificate for every batch because we expect it to be checked. An offer nobody takes up costs nothing; an offer we couldn’t honour would cost everything.

Nothing in this policy alters the basis of sale. All material is supplied for laboratory research use only, and is not for human or veterinary use.