Return Policy
VIAL & ERROR LABS
Order & Replacement Policy
Our Commitment
We stand behind every product that leaves our facility. Vial & Error Labs is built on transparency, research-grade standards, and long-term trust. If something isn’t right with your order, we want to know about it and we’ll make it right.
That said, because our products are research compounds sold strictly for laboratory and research purposes, we cannot accept returns of opened or used product. Once a vial leaves our hands, we have no way to verify storage conditions, handling, or chain of custody — and maintaining that standard is non-negotiable for us.
All Sales Are Final Once Shipped
Once your order has been fulfilled and handed off to the carrier, all sales are final. No returns. No refunds to original payment method post-shipment.
What we do offer — generously — is replacement. If there’s a legitimate issue with your order, we’ll take care of it.
Pre-Shipment Cancellations
Changed your mind before your order ships? No problem. Contact our support team before your order is fulfilled and we’ll cancel it for a full refund or store credit.
Replacement Policy
We offer replacements for the following situations. Reach out to our support team within the applicable window, tell us what’s going on, and we’ll get it sorted.
| Concern Type | Window | What We Need | Remedy |
|---|---|---|---|
| Damaged / Incorrect Product | 5 business days from delivery | Photo | Replacement |
| Lost in Transit | 7 business days after expected delivery | Tracking confirmation | Replacement |
| Quality / Integrity Concern | 21 days from delivery | Photo or description | Replacement |
| Independent Lab Testing | 30 days from delivery | Accredited lab results | $100 store credit; full replacement if issue confirmed |
| Bulk Order Concerns | 21 days from delivery | Photo + description | Replacement |
| Pre-Shipment Cancellation | Before fulfillment | Order confirmation | Full refund or store credit |
Independent Lab Testing Program
We’re confident enough in our product quality to put our money where our mouth is. If you’re a researcher who wants independent verification of a compound, here’s how our testing program works:
- Send a sample to an accredited third-party lab of your choosing within 30 days of delivery.
- Submit your official lab results to our support team with your order number.
- If results confirm quality — we’ll issue a $100 store credit as a thank-you for the transparency.
- If results reveal a legitimate quality concern — we’ll issue a full replacement plus the store credit.
- One submission per customer per 90 days.
We do this because we believe COA transparency is the baseline for our operations.
A Note on Regulatory & Customs Situations
Situations involving carrier delays, regulatory holds, or customs interception are handled on a case-by-case basis. Contact our support team with your order and tracking numbers, we’ll work through it with you directly.
Bulk Orders
Ordered in volume and have a concern about part of the shipment? Reach out within 21 days of delivery with a photo and description of the issue. Bulk replacements are handled on a per-unit basis unless our review determines otherwise.
