Refund policy
Returns Policy
BioVera Labs LLC · support@bioveralabs.us
Last updated: 13/07/2026
The short version
We do not take back opened vials. We replace anything that arrives wrong.
That is the whole policy. The rest is detail.
1. Why we do not accept returns on opened vials
Once a vial has left our cold chain, we cannot account for how it was stored.
It may have sat at room temperature for a week. It may have been opened, exposed to air, and resealed. It may have gone through three freeze-thaw cycles. We have no way to know, and neither does the next person who buys it.
We will not resell material whose handling history we cannot account for. That is the point of the brand, not an exception to it. A supplier who restocks returned reagents is telling you exactly how much their certificate is worth.
2. What we replace or refund in full
We replace or refund — including shipping — where material:
- Arrives damaged, compromised, or with a broken seal
- Carries a lot number that does not match the Certificate of Analysis in your order
- Falls outside the specification stated on its certificate
- Is the wrong compound or the wrong quantity
- Never arrives, where the carrier confirms the loss
Verified claims are honoured without argument. We do not make you fight for this.
3. How to make a claim
Email support@bioveralabs.us within 14 days of delivery with:
- Your order number
- Photographs of the vial, the label, the seal, and the packaging
- A short description of the problem
We will respond within 2 business days.
If the claim is verified, we replace the material or refund you in full, at your choice. You will not be asked to ship anything back unless we specifically request it — and if we do, we pay for it.
4. Unopened vials
An unopened, sealed vial may be returned within 14 days of delivery for a refund less shipping, at our discretion and subject to inspection.
Two things to understand before you ask:
- We inspect it. If the seal is broken or the material shows signs of temperature excursion, we cannot accept it.
- Returned material is destroyed, not restocked. That is why the refund excludes shipping — the material is a write-off either way.
Email support@bioveralabs.us before sending anything back. Unauthorised returns are not refunded.
5. What we do not refund
- Opened vials, for any reason other than those in Section 2
- Material stored outside its stated conditions after delivery
- Change of mind after opening
- Claims made more than 14 days after delivery
- Material that has been transferred, repackaged, or relabelled
6. Order cancellation
You may cancel any order before dispatch for a full refund. Email support@bioveralabs.com with your order number.
Once an order has been dispatched, Section 4 applies.
7. Refund timing
Approved refunds are issued to the original payment method within 5–10 business days.
How long it then takes to appear on your statement is up to your bank, not up to us.
BioVera Labs LLC · 30 N Gould St, Ste R, Sheridan, WY 82801 · support@bioveralabs.us