Draft — review with counsel before launch.
1. Damaged or Defective Shipments
If your order arrives damaged, broken, or with a missing item, contact us within 7 days of delivery with photos of the package and contents. We will replace the affected item or issue a refund at our discretion.
2. Wrong Item Shipped
If we shipped the wrong product, contact us within 14 days and we'll arrange a replacement at no cost.
3. Lost in Transit
If your tracking shows no movement for more than 14 business days after shipment, contact us and we will open a claim with the carrier and ship a replacement once the package is confirmed lost.
4. No Returns on Opened Products
Because our materials are reactive research compounds that must be stored under controlled conditions, we cannot accept returns on opened or unsealed vials. Unopened, unused product in original packaging may be returned within 14 days for a refund (less shipping); contact us first for a return authorization.
5. Refusal at Customs
International orders refused, returned, or destroyed by customs in your jurisdiction are not eligible for refund. Please verify legality and import requirements in your country before ordering.
6. How to Request
Email info@emulouslabs.com with your order number and a description of the issue (with photos when applicable). We respond within 1–2 business days.
7. Refund Timing
Approved refunds are issued to the original payment method within 5–10 business days of approval.