Refund & Return Policy

Because Vial Drop Labs supplies research materials, all sales are final except for verified damaged or incorrect items, successfully canceled orders, and refunds otherwise required by law.

We do not accept returns or issue refunds because a customer changes their mind, no longer wants or needs a product, orders the wrong product, or decides not to use a correctly supplied product.

Customers may request cancellation before fulfillment by contacting support@vialdrop.com.

Vial Drop Labs will make reasonable efforts to honor timely requests. Submission of a cancellation request does not mean an order has been canceled.

Cancellation is effective only when confirmed by Vial Drop Labs.

Once fulfillment has begun or merchandise has been transferred to a carrier, cancellation may no longer be possible.

This does not restrict cancellation or refund rights required by applicable law, including applicable rights arising from shipment delays.

If an item arrives damaged, contact us promptly and retain the merchandise and all original packaging.

We may request reasonable documentation including photographs of:

• the product;
• vial/container and label;
• shipping packaging;
• shipping label; and
• reported damage.

Do not discard the merchandise or packaging until the claim is resolved or we tell you it is no longer needed.

After verification, Vial Drop Labs may provide an appropriate replacement or refund.

If Vial Drop Labs supplied merchandise different from the merchandise shown on your order, contact us promptly.

We may request photographs or other reasonable documentation.

After verification, we will provide an appropriate replacement or refund.

Approved refunds generally will be returned through the original payment method where reasonably possible.

Refund processing times after issuance may vary by payment provider or financial institution.

Where applicable law establishes particular refund requirements or timing, those requirements control.

A shipment recorded by the carrier as delivered to the customer-supplied address is considered delivered for purposes of this policy.

Vial Drop Labs does not provide refunds or replacements solely because a shipment is reported missing after carrier-confirmed delivery, except where required by law or where Vial Drop Labs determines an exception is appropriate.

If you believe there is a problem with an order, contact support@vialdrop.com so we can investigate.

Nothing in this policy limits lawful rights available through a payment provider or applicable law.

support@vialdrop.com