Legal
Refunds and returns
Damaged, wrong, or not matching its certificate — what we do about it and how long you have.
The short version
If the material is damaged, wrong or does not match its certificate, we replace it. If you simply changed your mind about an unopened vial, tell us within fourteen days and we will look at it. If the vial has been opened or reconstituted, it cannot come back — that is a safety rule, not a commercial one.
Damaged on arrival
Photograph the outer box, the insulation and the vial exactly as you received them, before unpacking anything further, and send the photos within forty-eight hours of delivery. Verified damage is replaced at no cost, including shipping. You do not need to return the damaged vial unless we ask.
Wrong item
If you receive a compound or a size you did not order, message us with a photo of the label and the lot number. We send the correct item immediately and a prepaid label for the one that arrived by mistake. You are never out of pocket for our error.
Material that does not match its certificate
If independent testing shows that a lot does not match the certificate of analysis we supplied, send us the report. Where the finding is confirmed we refund the full order, cover the cost of your test up to the price of the vial, and withdraw the lot from sale. This is the whole point of publishing certificates.
Unopened vials, change of mind
Contact us within fourteen days of delivery. Unopened, unreconstituted vials with the seal intact may be returned at your cost for a refund of the item price less a fifteen per cent restocking fee, because the cold chain has to be re-verified before the material can be sold again. Original shipping is not refunded.
What cannot be returned
Opened or reconstituted vials, vials whose seal has been broken, vials stored outside the conditions on the reference sheet, and any item reported more than fourteen days after delivery. Custom or bulk orders prepared specifically for you are also final.
How refunds are paid
Approved refunds go back through the same method you paid with, within five business days of us approving the claim. How long it then takes to appear depends on your bank or provider, usually three to ten days. We will tell you the day the refund is sent.
Talk to us before disputing
Every claim above is handled by a person in Miami, usually the same day. Opening a payment dispute without contacting us first is treated as a breach of our terms of sale. Message us — it is faster and it always ends better.
Questions about this policy? A person in Miami answers, usually the same day.
Ask on WhatsAppLast updated: August 2026. New Way Labs LLC, Miami, Florida.
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