Returns & replacements
On this page 5 sections
Why we can’t accept returns: once a research reagent leaves our control, its storage history can no longer be verified, which means it can never be restocked or resold. Instead of returns, every order carries replacement protection against transit damage.
What’s covered
- Transit damage: vials broken, crushed, or compromised in shipping, documented with photos within 14 days of delivery.
- Defective product: a lot that fails to match its Certificate of Analysis.
- Fulfillment errors: wrong item or wrong quantity received.
What’s not covered
- Claims made more than 14 days after delivery
- Product that has been reconstituted, opened, or transferred from its original vial
- Claims without photographic documentation
- Product stored outside recommended conditions after delivery
- Orders without proof of purchase
- Change of mind or dissatisfaction unrelated to a verified defect
How to file a claim
1
Document it
Photograph the shipping box, packaging, and affected vials as received.
2
Contact support
Email support@halotirlabs.com with your order number, photos, and a short description within 14 days of delivery.
3
Receive your replacement
Claims are reviewed within 1–2 business days; approved replacements ship within 24 hours of approval.
Policy limits
- Replacement protection covers one replacement per order.
- Replacements are issued for verified claims only; refunds are not offered for dissatisfaction.
- We reserve the right to decline claims that show a pattern of abuse and to review accounts with excessive claim activity.
Research-use reminder
All products are sold strictly for in-vitro laboratory research. Filing a claim, like placing an order, is subject to our Terms of Service and Research-Use Policy.