Returns & Refunds

What we cover

We replace or refund material that arrives damaged in transit, arrives short or incorrect against your order, or does not meet the purity stated on its Certificate of Analysis. Those are our mistakes to fix, and we do not argue about them.

The claim window

Tell us within 7 days of delivery. That window exists because we cannot verify the condition of material we have not seen for weeks, and because storage after delivery is outside our control.

How to make a claim

Send us your order number, the lot number from the vial, and clear photographs of both the material and the packaging it arrived in. Use the contact form and pick “An existing order”. We aim to respond within one business day, Monday to Friday.

Photographs matter. A damage claim without them is one we have no way to verify, and we will have to come back and ask.

What we cannot cover

We cannot accept a claim on material that has been reconstituted, opened, or otherwise put into use — once a vial is broached, its condition is no longer something either of us can establish. The same applies to material stored outside the conditions given on its documentation, claims made after the 7 day window, and claims without proof of purchase.

We do not accept returns because a research direction changed or material was ordered in error. Please check the compound, the mass, and the lot before you order.

Refunds

Approved refunds go back to the original payment method. Your bank decides how quickly it appears, which is usually a few business days and occasionally longer.

Cancelling an order

If your order has not been dispatched, we can cancel it in full. Once it is with the carrier it is a delivery, and the sections above apply.

Research use

All material sold by Caltrexa Labs is supplied for laboratory research use only. Nothing on this page creates any warranty as to the suitability of a material for a particular experiment, and we do not advise on experimental design or use. See our Research Use Policy.

Last updated 2 September 2026. Questions about anything on this page? Get in touch.