Effective date: August 22, 2026
At Isomer Labs, product integrity and appropriate chain of custody are important. Because our products are supplied for laboratory research purposes and may be sensitive to handling and storage conditions, we generally cannot accept products back into inventory after delivery.
General return policy
Unless required otherwise by applicable law, all properly fulfilled research-product sales are final once delivered.
We generally cannot accept returns based on:
- Change of mind
- Accidental ordering
- Products no longer being required
- Improper storage after delivery
- Improper handling
- Failure to understand product specifications
- Use outside the product’s intended research purpose
Damaged or incorrect orders
Please contact us promptly if:
- You received the wrong product
- An item is missing from your order
- A vial arrived broken or leaking
- Packaging arrived materially damaged
- The product received does not match your confirmed order
Please contact [email protected] within 48 hours of delivery and include:
- Order number
- Product name
- Description of the issue
- Clear photographs of the product
- Photographs of the shipping packaging where relevant
Please retain the product and packaging until your claim has been reviewed.
Replacement or refund
After reviewing an eligible claim, we may, at our discretion and subject to applicable law:
- Replace the affected product
- Issue store credit
- Issue a partial refund
- Issue a full refund for the affected item
We may request additional information before approving a claim.
Unauthorized returns
Do not send products back without first contacting us.
Unauthorized returns may not be accepted or refunded.
Shipping charges
Original shipping charges are generally non-refundable unless the refund results from an error by Isomer Labs or applicable law requires otherwise.
Incorrect shipping information
Customers are responsible for ensuring that their shipping address is complete and accurate before submitting an order.
Orders returned or lost because of an incorrect or incomplete customer-provided address may not qualify for a refund.
Order cancellation
If you need to cancel an order, contact us as soon as possible.
We will try to accommodate cancellation requests before fulfillment begins, but cancellation cannot be guaranteed after an order has entered processing or has been shipped.
Refund processing
Approved refunds are issued to the original payment method whenever possible.
Processing time after approval may vary depending on the payment provider or financial institution.
Contact
For return, replacement, or refund requests:
Email: [email protected]
