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<div class="policy-header">
<h1>VIAL & ERROR LABS</h1>
<h2>Order & Replacement Policy</h2>
<div class="policy-subtitle">Research Use Only • Not for Human Consumption</div>
<div class="updated">Last Updated: February 2026</div>
</div>
<h3>Our Commitment</h3>
<p>
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.
</p>
<p>
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.
</p>
<h3>All Sales Are Final Once Shipped</h3>
<p>
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.
</p>
<p>
What we do offer — generously — is replacement. If there’s a legitimate issue with your order,
we’ll take care of it.
</p>
<h3>Pre-Shipment Cancellations</h3>
<p>
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.
</p>
<h3>Replacement Policy</h3>
<p>
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.
</p>
<table class="policy-table">
<thead>
<tr>
<th>Concern Type</th>
<th>Window</th>
<th>What We Need</th>
<th>Remedy</th>
</tr>
</thead>
<tbody>
<tr>
<td>Damaged / Incorrect Product</td>
<td>5 business days from delivery</td>
<td>Photo</td>
<td>Replacement</td>
</tr>
<tr>
<td>Lost in Transit</td>
<td>7 business days after expected delivery</td>
<td>Tracking confirmation</td>
<td>Replacement</td>
</tr>
<tr>
<td>Quality / Integrity Concern</td>
<td>21 days from delivery</td>
<td>Photo or description</td>
<td>Replacement</td>
</tr>
<tr>
<td>Independent Lab Testing</td>
<td>30 days from delivery</td>
<td>Accredited lab results</td>
<td>$100 store credit; full replacement if issue confirmed</td>
</tr>
<tr>
<td>Bulk Order Concerns</td>
<td>21 days from delivery</td>
<td>Photo + description</td>
<td>Replacement</td>
</tr>
<tr>
<td>Pre-Shipment Cancellation</td>
<td>Before fulfillment</td>
<td>Order confirmation</td>
<td>Full refund or store credit</td>
</tr>
</tbody>
</table>
<div class="notice-box">
To initiate a replacement, contact support at
<a href="mailto:support@vialanderrorlabs.com">support@vialanderrorlabs.com</a>
with your order number and a brief description of the issue. A photo helps when relevant.
</div>
<h3>Independent Lab Testing Program</h3>
<p>
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:
</p>
<ol>
<li>Send a sample to an accredited third-party lab of your choosing within 30 days of delivery.</li>
<li>Submit your official lab results to our support team with your order number.</li>
<li>If results confirm quality — we’ll issue a $100 store credit as a thank-you for the transparency.</li>
<li>If results reveal a legitimate quality concern — we’ll issue a full replacement plus the store credit.</li>
<li>One submission per customer per 90 days.</li>
</ol>
<p>
We do this because we believe COA transparency is the baseline for our operations.
</p>
<h3>A Note on Regulatory & Customs Situations</h3>
<p>
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.
</p>
<h3>Bulk Orders</h3>
<p>
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.
</p>
<div class="footer-note">
<strong>
All products sold by Vial & Error Labs are for research use only and are not intended for human consumption,
diagnostic, therapeutic, or any other use requiring regulatory approval.
</strong>
<a href="https://vialanderrorlabs.com">vialanderrorlabs.com</a>
</div>
</section>
