CHARGEBACK POLICY
Last updated: July 2026
CONTACT US FIRST
Before initiating a chargeback with your bank or card issuer, please contact our support team. The vast majority of issues — delays, damaged items, or billing questions — can be resolved quickly and directly, without the need for a formal dispute.
1. WHAT IS A CHARGEBACK?
A chargeback occurs when a customer disputes a transaction directly with their bank or credit card issuer, requesting a reversal of the payment. While chargebacks exist to protect consumers from genuine fraud, filing one before contacting us delays resolution and may be considered a breach of our Terms & Conditions.
2. RESOLVE ISSUES BEFORE DISPUTING
We are committed to resolving every legitimate concern. If you experience any of the following, please reach out to us first:
- You have not received your order within the expected timeframe
- Your order arrived damaged, incorrect, or incomplete
- You see a charge you do not recognize
- You wish to cancel or return an eligible order
In most cases we can issue a replacement, refund, or clarification promptly. Please review our Refund & Return Policy for eligibility details.
3. HOW TO CONTACT US
To raise a billing concern or request a refund, visit our Contact page or email [email protected] with your order number and a description of the issue. Our team typically responds within 1–2 business days.
4. DISPUTES & DOCUMENTATION
If a chargeback is filed, we will respond to the card issuer with supporting documentation, which may include the order record, proof of delivery, communication history, our published policies, and confirmation of the customer's acceptance of our Terms & Conditions at checkout. We cooperate fully with card networks and banks to ensure disputes are resolved fairly.
5. FRAUDULENT OR ABUSIVE CHARGEBACKS
Filing a chargeback for an order that was delivered as described, or that falls outside our refund eligibility, may be considered a fraudulent or abusive dispute (“friendly fraud”). In such cases we reserve the right to contest the chargeback, suspend or close the associated account, and decline future orders. We may also recover any resulting fees or costs where permitted by law.
6. RESEARCH-USE ACKNOWLEDGEMENT
All products are sold strictly for laboratory and scientific research use only — not for human or animal consumption. By completing a purchase, the buyer confirms this acknowledgement. Disputes based on intended use outside of these terms will be contested with the relevant documentation.
7. CONTACT
For any billing questions or to resolve a concern before filing a dispute, please visit our Contact page or email [email protected] with your order number.