Returns and Replacements
All sales are final. If something arrives damaged or incorrect, here is exactly how a replacement claim works.
Final sale
Because product identity, integrity and storage history cannot be assured after a shipment leaves our control, all sales of shipped products are final. We do not offer refunds, store credit, exchanges or discretionary returns for shipped products. The only refunds are for cancellations we confirm before shipment, pricing-error cancellations, and where the law requires one. We may replace a qualifying product in the limited cases below. This does not limit any right that the law does not allow us to waive.
Do not send anything back unless we first give you written authorization and instructions.
How a replacement claim works
- 1
Document it
Photograph the product, labels, seals and packaging as soon as the shipment arrives.
- 2
Email us
Send your order number and photos within 3 business days of delivery.
- 3
We review
If we verify the claim, we replace the product. Do not send anything back until we authorize it.
When we review a replacement
We may review a replacement request if:
- Your shipment arrived with visible damage, signs of tampering, compromised packaging, or an out-of-range temperature indicator caused in transit.
- An item is missing, or the product, quantity, strength or lot is different from what you ordered.
- A product materially fails to match our written specification or its published certificate of analysis.
- A problem could not reasonably have been found when you first inspected the shipment (a latent issue).
- We direct a return, quarantine or destruction through a safety or recall notice.
What is not eligible
We cannot replace a product that was opened, used, sampled, tested, altered, relabeled, repackaged, combined, transferred or resold; damage or degradation after delivery caused by delayed pickup, refused delivery, unsuitable storage or handling; a product bought from anyone other than us; minor cosmetic damage to outer shipping materials; or a claim made late, without the evidence we reasonably ask for, or after the product or packaging was thrown away.
Deadlines
Inspect every shipment as soon as it arrives. Keep the product, packaging, labels and any temperature indicator until we respond.
- Report damage, shortages, wrong products and anything else you could see on inspection within 3 business days of delivery.
- Report a latent issue within 3 business days of finding it, and no later than 30 calendar days after delivery.
Cancellations
You can ask to cancel an order before it ships. A cancellation takes effect only when we confirm it in writing, and we may be unable to cancel once processing or packing has started. If we cancel an order you already paid for, we refund the amount paid for the cancelled item using the payment method you paid with.
How to submit a claim
Email support@stackhausresearch.com. A claim counts as received when we open a support ticket or confirm it in writing. Include your order number, delivery date, the product name, quantity and lot number, a description of the problem, and photos or video of the product, labels, seals, packaging and any temperature indicator.
Quarantine and returns
Set aside any product you suspect is damaged, contaminated, tampered with, mislabeled or temperature-compromised. Do not use, transfer, resell or discard it until we tell you what to do. Submitting a claim does not authorize a return. If we authorize one, we will send written instructions with the destination, packaging, carrier and timing, and the return must be sent within the time stated there. We may instead ask for photos, independent testing or documented destruction. Unauthorized returns may be refused or destroyed.
Replacement is the remedy
If we verify a qualifying claim, we may replace the affected product with the same or a comparable product, at our discretion. Replacement is your only remedy for shipping damage, shortages, wrong products and nonconformity, to the extent the law allows. We do not give a refund or credit instead of a replacement, and we do not reimburse original shipping, expedited-service fees, insurance, duties or taxes unless the law requires it.
Lost, delayed or misdelivered packages
Tell us promptly and keep your tracking information. We can help with a carrier claim, but see our Shipping page for carrier handling.
Chargebacks
Please contact us and give us a reasonable chance to investigate before you dispute a charge. You cannot recover twice for the same loss through a replacement, carrier or insurance payment, or payment dispute.
Abuse of this policy
We may deny a claim and restrict or close an account if we determine that this policy has been misused, for example through repeated or inconsistent claims, false documentation, or conduct that suggests an unauthorized or unlawful purchase or use.
Changes
We may update this policy by posting a new version. The version in effect when we accept your order generally applies to it.
Research compounds, documented lot by lot.
Browse the catalog, then check the certificate of analysis for the lot in your hands.