Refund & Returns Policy
This policy explains the limited circumstances under which VESICAE may approve a replacement, account credit, or refund relating to research-use-only materials and released lots.
VESICAE supplies laboratory materials exclusively for qualified research and analytical purposes. Because lot identity, documentation, handling, storage, and chain-of-custody integrity are important to these materials, all sales are generally considered final. Limited replacements, account credits, or refunds may be approved only under the circumstances described below.
1. All Sales Are Generally Final
Because VESICAE supplies research-use-only materials and lot-controlled laboratory products, we generally cannot accept returned materials after they have entered fulfillment, shipped, or been delivered.
Once materials leave our controlled fulfillment environment, VESICAE cannot independently verify all storage, handling, environmental, packaging, or chain-of-custody conditions.
Returns are therefore generally not accepted for:
- Opened, used, altered, or otherwise handled materials.
- Materials that have left controlled or verifiable storage conditions.
- Materials incorrectly selected or ordered by the customer.
- Changes of mind after an order has entered fulfillment or shipment.
- Requests based on personal expectations, perceived effects, physiological outcomes, wellness outcomes, or other uses outside the stated research purpose.
- Materials improperly stored, handled, modified, damaged, or compromised after delivery.
These restrictions help preserve lot integrity, documentation accuracy, inventory controls, and appropriate laboratory-material handling standards.
2. Situations Eligible for Review
VESICAE may review a request for replacement, account credit, or refund when a documented order issue falls within one of the following circumstances.
Incorrect Material Received
You received a material different from the item shown on your confirmed VESICAE order or invoice.
Incorrect Lot Received
The lot identifier supplied with your order does not match the released lot that was assigned to the applicable order record.
Lot Documentation Mismatch
The lot identifier shown on the delivered material does not correspond to the applicable VESICAE lot documentation or public COA record. Claims involving a possible lot-documentation mismatch will be reviewed against fulfillment records and the applicable lot documentation.
Material Damaged During Shipping
A vial or other supplied material arrived broken, cracked, leaking, visibly compromised, or otherwise physically damaged during transportation.
Missing Materials
One or more items shown on your confirmed order or invoice were not included in the delivered shipment.
Lost or Undelivered Shipment
A shipment that is lost or remains undelivered may be reviewed where carrier tracking or the applicable carrier confirms that the shipment has been lost or cannot be successfully delivered.
To allow us to investigate promptly, qualifying requests should generally be submitted within 7 days of delivery or within 7 days after a carrier formally identifies a shipment as lost, where applicable.
3. Non-Refundable Situations
Refunds, credits, or replacements will generally not be approved for:
- Packages confirmed as successfully delivered by the carrier, except where an independently verifiable fulfillment issue remains.
- Packages lost, misplaced, removed, or stolen after confirmed delivery.
- Materials incorrectly selected or ordered by the customer.
- Materials that have been opened, used, altered, damaged, tampered with, or otherwise compromised after delivery.
- Materials showing evidence of improper storage, handling, or environmental exposure after delivery.
- Orders shipped to an incorrect or incomplete address supplied by the customer.
- Delivery delays caused by incorrect customer information, weather, carrier disruptions, holidays, emergencies, or other circumstances outside VESICAE's reasonable control.
- Requests based on personal use, dosage, perceived effects, body outcomes, wellness expectations, therapeutic expectations, or other unauthorized applications.
- A customer's failure to review publicly available lot documentation before or after ordering where no documentation error exists.
4. How to Submit a Claim
To request review of a qualifying damaged-order, missing-item, incorrect-material, incorrect-lot, documentation, or delivery issue, contact VESICAE at:
Email: support@vesicae.com
Website: vesicae.com
Please provide, where applicable:
- Your full name, laboratory name, institution, or business name.
- Your VESICAE order or invoice number.
- The email address associated with your account or order.
- The applicable lot ID.
- Clear photographs of the vial or material, lot label, outer packaging, shipping box, and damage where relevant.
- A concise description of the issue.
- Relevant tracking or shipping information, if requested.
VESICAE will review qualifying requests as promptly as reasonably possible. Additional documentation or information may be requested before a claim can be approved.
5. Shipping Costs
- Original shipping charges are generally non-refundable.
- If a replacement is approved because of a verified VESICAE fulfillment error or qualifying shipping damage, VESICAE may cover reasonable shipping costs for the approved replacement.
- Additional shipping costs resulting from an incorrect address or incorrect information supplied by the customer may remain the customer's responsibility.
- Free-shipping qualification on an original order does not automatically create a right to free reshipment where the issue resulted from customer-provided information or other circumstances outside VESICAE's control.
6. Product and Lot Integrity
Maintaining the integrity of research materials requires appropriate handling, storage, transportation, documentation, and lot control.
Once an order leaves the VESICAE fulfillment environment, we cannot independently verify every storage, environmental, or handling condition that occurs during transportation or following delivery.
For this reason, opened, handled, altered, compromised, improperly stored, or otherwise unverifiable materials cannot generally be returned to inventory or accepted for resale.
This policy supports appropriate quality control, inventory management, lot traceability, and research-material handling standards.
7. Lot Documentation and COA Issues
VESICAE maintains lot-level documentation for released materials where applicable. A released lot may have a corresponding public documentation record accessible through the lot identifier.
If the lot ID printed on delivered material does not correspond with the applicable public lot record, contact VESICAE promptly at support@vesicae.com .
A documentation discrepancy will be investigated against fulfillment records, released-lot records, and the applicable analytical documentation before any corrective action is determined.
8. Order Cancellation
If you need to request cancellation of an order, contact VESICAE at support@vesicae.com as soon as possible.
Cancellation requests are not guaranteed. Once an order has entered processing, lot allocation, fulfillment, label creation, carrier processing, or shipment, it may no longer be possible to cancel or modify the transaction.
9. Approved Refunds and Account Credits
Depending on the circumstances of an approved claim, VESICAE may provide a replacement, account credit, or refund.
Where a monetary refund is approved, VESICAE will generally attempt to return the funds through the original applicable payment route when operationally available. For transactions completed by ACH, wire transfer, or invoice settlement, additional banking or account information may be required to process an approved refund.
Refund-processing times may vary depending on the applicable bank, financial institution, ACH network, wire process, transaction method, or other circumstances outside VESICAE's direct control.
Account credits, where issued, are applied to the applicable VESICAE account and do not represent a cash balance unless VESICAE expressly states otherwise.
10. Third-Party Testing Requests
Where available and arranged in advance, qualified customers may request that a vial from an order, or an additional applicable vial, be shipped directly to an independent analytical laboratory.
Third-party testing requests are separate from ordinary refund or return requests. The procedures, fees, testing timelines, sample requirements, reporting practices, and other conditions imposed by an independent laboratory may be governed by that laboratory's own policies.
11. Research Use Only
Materials offered through VESICAE are supplied strictly for qualified laboratory research, analytical testing, in-vitro research, institutional research, and other legitimate research applications.
For Research Use Only. Not for Human Consumption. Not for Human or Veterinary Use.
Materials are not intended for therapeutic use, diagnostic use, clinical use, personal use, cosmetic use, food use, household use, or other unauthorized applications.
Refunds, replacements, or credits will not be approved based on personal effects, dosage expectations, therapeutic expectations, physiological outcomes, wellness outcomes, body-related results, or any other unauthorized use.
12. Age and Account Eligibility
VESICAE research-account and ordering functionality is intended only for persons who are at least 21 years of age and who satisfy applicable research-account, laboratory, institutional, business, and eligibility requirements.
Approval of a research-access request or account does not guarantee availability of any particular compound, quantity, lot, or future release.
13. United States Shipping
VESICAE currently fulfills eligible orders within the United States only.
International shipping and international returns are not offered unless VESICAE expressly changes this policy in writing.
Carrier availability, shipping services, transit estimates, and tracking information may vary according to destination, shipment characteristics, and carrier conditions.
14. Carrier Delivery Records
VESICAE may rely on tracking events and delivery records supplied by the applicable carrier when reviewing claims involving lost, delayed, or delivered shipments.
A carrier record showing successful delivery does not automatically establish eligibility for a refund or replacement where the package is subsequently lost, misplaced, or removed after delivery.
15. Policy Updates
VESICAE may update, modify, or replace this Refund & Returns Policy when reasonably necessary to reflect changes in fulfillment procedures, released-lot procedures, shipping arrangements, account systems, payment processes, research-access requirements, or Site policies.
The current version will be published on vesicae.com together with the applicable “Last updated” date.
16. Contact VESICAE
If you have questions regarding an order, lot, documentation record, damaged shipment, replacement, account credit, refund request, or this Refund & Returns Policy, contact VESICAE using the information below.