Return & Refund Policy
Because research materials are sensitive to handling and cold chain, our return policy is limited. Last updated January 2026.
Eligibility
Returns are considered only for items that arrive damaged, defective, or materially different from the order confirmation. Contact support within 7 days of delivery.
Non-returnable
Opened, thawed, reconstituted, or otherwise altered items are not eligible for return. Custom or special-order items are non-returnable.
Refunds
Approved refunds are issued to the original method of payment within 5–10 business days after receipt of the returned item or acceptance of a claim.
Replacements
In lieu of a refund, we may offer a replacement lot at our discretion.
How to start a return
Email support@sequentislabs.com with your order number and photos of the issue.