Return & Refund Policy

Your order is guaranteed to arrive. If it is lost in transit, or your cartridge arrives cracked, broken, or leaking, we replace it free of charge. Report it within 72 hours of delivery (see below) and we make it right. A cartridge that arrives warm is not a defect: the finished solution is formulated to stay stable at room temperature through the shipping window, so refrigeration is for its storage life, not the days in transit. Refrigerate it on arrival and it is ready to use.

Because these are specialized laboratory research compounds, sales are final for change of mind. Once a cartridge leaves our facility we cannot verify how it was stored, handled, or used. Problems with the arrival itself, whether loss in transit or a damaged cartridge, are the exception, and are covered by the Arrival Guarantee above.

Once payment is received, your order automatically enters our fulfillment and processing stage. Orders cannot be cancelled, modified, or refunded after payment has been processed, even if the product has not yet shipped.

A cartridge that arrives with a manufacturing defect, or cracked, broken, or leaking from transit, is covered by the Arrival Guarantee. Report it within 72 hours of delivery with photographs and we ship a free replacement, or issue store credit or a refund if a replacement is unavailable.

Any claim regarding a lost shipment, manufacturing defect, or transit damage must be reported within 72 hours of delivery (or expected delivery). To submit a claim, email support@aevumlabs.ca with: (a) your order number; (b) clear photographs of the product and packaging; (c) a description of the issue; (d) photographs of the shipping box if damage is suspected.

The following are not eligible for replacement, credit, or refund: change of mind or product dissatisfaction; improper handling or storage after delivery; user error in handling; an incorrect shipping address provided by the customer; carrier-caused delivery delays (the guarantee covers loss and damage, not delivery speed); and products used outside intended research protocols. A cartridge that simply arrived warm is not a defect. Refrigerate it on arrival.

For an eligible claim under the Arrival Guarantee, we ship a free replacement. If the item is unavailable, we issue store credit or a refund to the original payment method. Claims that fall outside the guarantee (see Ineligible Claims) may still be reviewed on a case-by-case basis.

For arrival, defect, or damage claims, email support@aevumlabs.ca within the 72-hour reporting window.