If it arrived wrong, it is ours to fix.

Anything that arrives damaged, wrong, incomplete, or that cannot be matched to its certificate, we replace or refund. That is not conditional on how you ask or how long you took to open the box.

Anything sent back because it is no longer wanted is a different question. Once a sealed vial leaves our control we cannot vouch for how it was stored or handled, which means we cannot put it back on the shelf and sell it to someone else as a verified lot. A supplier who takes it back and resells it anyway is quietly breaking the promise the certificate makes.

Without argument, and without a restocking fee:

• Damaged in transit. Broken vials, a crushed box, a compromised seal. Shipments are insured; a problem in transit is ours to resolve rather than yours to absorb.
• The wrong item. Wrong compound, wrong size, wrong quantity against what your order says.
• Something missing. A line short of what your order says, or a vial with no lot number printed on it.
• It never arrived. Tracking shows delivered and it is not there, or tracking stopped moving.

Photographs of the outer box and its contents make any of these straightforward to resolve, and make an insurance claim straightforward to file. Keep the packaging until it is settled.

This is the one that matters most. If the lot number printed on the vial does not match the certificate we published for it, or that certificate is for a different compound, tell us and we will replace the order.

The entire proposition of this business is that the document describes the material. A mismatch is not a paperwork inconvenience — it is the failure of the only thing we ask you to trust us on, and it is treated that way.

A vial that is still sealed, unused, and in its original packaging is the only category where a change-of-mind return is even physically possible.

An opened or reconstituted vial cannot be returned. Not as a policy preference — once the seal is broken, the sterility and endotoxin results on that lot's certificate no longer describe the contents, and no test we could run afterwards would restore them.

If an opened vial appears not to match its certificate, that is the mismatch case above rather than a return. Tell us.

Send four things, and nothing is needed beyond them:

1. Your order number — it looks like ER-0000 and is on your confirmation page.
2. Which line on the order is affected.
3. What is wrong, in a sentence.
4. Photographs, if it is damage or a mismatch — the outer box, the vial, and the certificate.

Do not send anything back before you hear from us. An unannounced parcel with no reference on it cannot be matched to an order, and a return we cannot identify is a return we cannot refund.

Send those through the contact form — every message is stored the moment it is sent. Elements DNA is the trading name of Element Research INC, which operates this store and is the counterparty on your order.

Because the order is recorded first and paid for afterwards, on our processor's own page rather than on this site, the answer depends on where your order got to.

If you have not paid yet, there is nothing to refund — tell us to cancel and the order stops there. If you have paid, the refund goes back the way the payment came.