Last updated: July 29, 2026
All Sales Are Final
Because our products are research materials whose integrity depends on controlled handling and storage, all sales are final once an order has shipped. We cannot accept returns of opened, used, or previously shipped research materials.
Do not mail a product back without written authorization. Unauthorized returns may be refused or disposed of and are not eligible for credit.
Order Changes and Cancellations
If your order has not yet been processed and shipped, it may be modified or cancelled. Contact support@biohaxlabz.com as soon as possible with your order number. Once an order has shipped it can no longer be cancelled.
A cancellation request is not effective until confirmed by BioHax Labz. Orders flagged for fraud, payment failure, pricing error, ineligibility, prohibited use, or unavailable inventory may be cancelled by us and refunded where payment was captured.
Limited Exceptions
We will review requests for replacement or refund in the following circumstances:
- Damaged in transit — the product arrived visibly damaged or compromised;
- Incorrect item — you received a product other than what you ordered;
- Specification concern — credible evidence indicates that an unopened item may not conform to its published lot specification;
- Non-delivery — tracking confirms the package was not delivered.
How to Submit a Request
Email support@biohaxlabz.com within 7 days of delivery (or expected delivery) and include:
- Your order number;
- The product name and lot number, if available;
- A description of the issue;
- Photographs of the shipping carton, label, packing materials, and product, where applicable; and
- For a specification concern, the complete report from a qualified independent laboratory and information reasonably needed to evaluate sample identity, chain of custody, storage, preparation, and test method.
Requests submitted after 7 days may not be eligible for review.
Review of Specification Concerns
Analytical results can vary based on sample preparation, methodology, instrument calibration, handling, and storage. We may compare the submitted report with retained records, the applicable Certificate of Analysis, and other available evidence. Submission of a report does not automatically establish nonconformance or guarantee reimbursement. We may request reasonable cooperation or additional documentation before reaching a decision.
Resolution
After reviewing an eligible claim, BioHax Labz may provide a replacement, store credit, partial refund, or refund to the original payment method, as appropriate to the circumstances and permitted by law. Refunds are typically initiated within 5–10 business days after approval; posting time is controlled by the payment provider.
Unless required by law or expressly approved in writing, shipping charges, expedited-service fees, laboratory testing costs, and incidental expenses are not reimbursable.
Non-Refundable Items
The following are not eligible for refund:
- Opened, used, or partially used products;
- Products damaged by improper storage or handling after delivery;
- Original shipping charges on refused or undeliverable shipments;
- Orders reported outside the 7-day review window;
- Buyer preference, changed research plans, or accidental orders that have already entered fulfillment; and
- Carrier delays where tracking does not establish loss.
Restocking Fee
Refused shipments and returns that are accepted outside the exceptions above may be subject to a restocking fee.
Payment Disputes
Please contact us first so we can investigate an order concern. Filing a chargeback does not expand the remedies available under this policy and may delay our ability to issue a voluntary resolution while the payment provider reviews the dispute.
Questions
For help with an order, contact support@biohaxlabz.com. See also our Shipping Policy and Terms & Conditions.