This Returns Policy describes how returns, replacements, and order issues are handled for iNGEN MD research compounds and related products. Because these are research materials with specific handling and storage requirements, returns are limited to the conditions below. Placing an order indicates your acceptance of this policy.
Damaged or Incorrect Orders
If you receive an item that is damaged in transit or that does not match what you ordered, contact us within 7 days of delivery through our Contact page with your order number and, where applicable, the batch number and a photo of the issue. Once verified, we will provide a replacement or a full refund for the affected item at no additional cost to you.
Unopened Products
Unopened products in their original, sealed condition may be returned within 14 days of delivery. Approved returns of this type are refunded to store credit or the original payment method at our discretion and may be subject to a restocking fee to cover handling and quality-control costs. Return shipping for non-defective returns is the responsibility of the buyer.
Non-Returnable Items
For safety, integrity, and quality-control reasons, the following cannot be returned or refunded except in the case of a verified damaged or incorrect shipment:
- Any vial or product that has been opened, reconstituted, or whose seal is broken.
- Products that have not been stored according to the handling guidance provided.
- Clearance, final-sale, or custom/special-order items.
- Bacteriostatic water, accessories, and supplies once opened.
Refund Processing
Approved refunds are processed to the original payment method or as store credit within a reasonable period after we receive and inspect the returned item or verify the issue. Depending on your bank or card issuer, it may take several additional business days for the refund to appear.
Order Cancellations
If you need to cancel an order, contact us as soon as possible. We can cancel and refund an order in full only if it has not yet been processed for shipment. Once an order has shipped, the returns terms above apply.
How to Start a Return
To start a return or report an issue, contact us through our Contact page with your order number and details. Please do not ship any item back until we have reviewed your request and provided instructions. Unauthorized returns may not be eligible for a refund.
Changes to This Policy
We may update this Returns Policy from time to time. The version posted on this page at the time of your order applies to that order.