Pure Lab / research materials
Returns, refunds and cancellations
Contact us about an issue before returning research material.
Request a review
Use our contact form and include your order number, product name or catalog ID, lot identifier and a description of the issue. Do not return material without our written authorization and safe transport instructions. Avoid sending patient data or confidential research records.
Cancellation
Request cancellation as soon as possible. We will confirm whether allocation or dispatch can be stopped. A cancellation request alone does not confirm cancellation. Any approved refund will be issued to the original payment method where available.
Product issues
We investigate incorrect, damaged, missing or demonstrably nonconforming material against the product specification and lot documentation. An approved remedy may be a replacement, credit or refund, depending on the findings and applicable law. This policy does not exclude mandatory customer rights.
Handling restrictions
Opened, contaminated, improperly stored or unauthorized returns may be unsafe and unsuitable for restocking. We may request evidence about storage and handling. Any restriction applies only to the extent permitted by applicable law.
Refund timing
We will confirm when an approved refund has been submitted. The payment provider and receiving bank determine when the funds become available.