Last updated: October 23, 2026
Heritage Lab USA supplies research-use materials that cannot ordinarily be returned to saleable inventory after shipping. This page explains how eligible refund requests are evaluated. Please also read our Returns and Refunds Policy for the full return conditions.
When a refund may be available
An order cancelled before it begins fulfillment or ships may be eligible for a full refund. Incorrect items and verifiable transit damage, such as broken vials, are reviewed individually. Additional remedies may apply when required by consumer-protection law.
What is not ordinarily refundable
Shipped research products are generally final sale. Changes of mind, selection errors, opened or tampered goods, improper handling after delivery, or cosmetic packaging differences are not ordinarily grounds for a refund, subject always to applicable legal rights.
How to request review
Use the customer support form, quoting your order number, email address used at checkout, and the reason for your request. For incorrect or transport-damaged shipments, contact us within 48 hours of delivery when possible and provide clear photographs of the item, packaging, and shipping container.
Do not ship a product back unless our team provides written return instructions.
Approved refunds and payment processing
When a refund is approved, we will provide confirmation and process it by a method compatible with the original payment arrangement. Depending on the payment method, completion may require additional coordination or processing time. We never ask customers to disclose passwords or sensitive banking credentials by email.
Contact and applicable rights
Our support team will evaluate requests based on the documented facts and applicable law. These policies do not exclude or restrict consumer rights that cannot lawfully be waived. For further assistance, visit Contact Heritage Labs.