Damaged, defective or unopened — here is exactly how it works.
If we got something wrong — a damaged vial, a wrong item, an order that never arrived — we make it right with a replacement or a refund. Because our products are temperature-sensitive laboratory reagents, we cannot restock opened or returned vials, so returns work a little differently than ordinary retail.
Report within 14 days of delivery to info@biometrixlabs.com with your order number and photos. We replace the affected items or refund them in full — your choice. No need to ship anything back unless we ask.
Every batch ships against a published third-party certificate of analysis. If the certificate for your batch is not accessible at Verify a Batch, contact us and we will provide it or refund the item.
Unopened, unused orders in original sealed packaging may be returned within 14 days of delivery for a refund of the product price. Contact us first for a return authorization; return shipping is the purchaser’s responsibility, and refunds are issued after inspection.
Opened or unsealed vials, and products stored outside recommended conditions, cannot be returned — this protects every researcher who orders from us.
Refunds go back to the original payment method within 5–10 business days of approval.
Mocan Group Inc. dba BiometrixLabs · 343 Preston Street, Ottawa, Ontario K1S 1N4 · info@biometrixlabs.com · 416-822-4878.