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Refund Policy — Citadel Labs
Refund Policy

Fair Returns,
Clear Expectations

Citadel Labs stands behind the quality of every product we sell. Here's exactly what to expect if something goes wrong.

7 days to report damage
14 days to report lost packages
Refunds in 5–10 business days

Citadel Labs LLC ("Citadel Labs," "we," "us," or "our") stands behind the quality of every product we sell. Due to the sensitive nature of laboratory research materials, our refund policy is designed to protect both our customers and the integrity of our products.

All Sales Are Final Because our products are intended for in-vitro laboratory research and cannot be resold once they have left our possession, all sales are considered final — except as described in the sections below.
Section 01

Damaged or Defective Products

If your order arrives damaged, defective, or contains the wrong product, contact us at [email protected] within 7 days of delivery. Please include the following in your message:

1

Your order number

2

A clear description of the issue

3

Clear photographs of the damaged or defective product, including the outer packaging, inner packaging, and the product itself

We will review your request and, if approved, replace the affected product at no cost or issue a refund to your original payment method, at our discretion. Replacement is our preferred remedy whenever possible.
Section 02

Lost Packages

Package Confirmed Lost

If your tracking number indicates the package was not delivered or appears to be lost in transit, contact us within 14 days of the original estimated delivery date.

We will work with the carrier to investigate. If the package is confirmed lost, we will replace the order or issue a refund.

Marked "Delivered" But Missing

Packages marked "delivered" by the carrier but reported missing by the recipient — such as porch theft or misdelivery — are not covered under this policy.

In such cases, please file a claim directly with the carrier.

Section 03

Order Cancellations

Because we ship orders the next business day, cancellation requests must be received before the order is processed for shipment. To request a cancellation, contact [email protected] as soon as possible after placing your order.

Once an order has shipped, it cannot be canceled.
Section 04

Refused or Undeliverable Shipments

If a shipment is refused at delivery or returned to us as undeliverable due to an incorrect address, an unavailable recipient, or refusal of delivery, the buyer may be responsible for additional shipping costs to re-ship the order.

If the buyer chooses not to have the order re-shipped, a refund may be issued at our discretion, less original shipping costs and a restocking fee where applicable.

Section 05

Products Not Eligible for Refund

Products that have been opened, used, or tampered with
Products damaged by improper storage or handling after delivery
Products purchased more than 30 days prior to the refund request
Products purchased through unauthorized resellers
Custom, special-order, or sale items, unless damaged or defective
Section 06

How Refunds Are Issued

Refund approved

We review and approve your refund request after verifying the issue.

Refund issued to original payment method

Approved refunds are returned to the card or payment method used at checkout. Original shipping costs are non-refundable except where the return is due to our error.

Allow 5–10 business days

Processing time depends on your bank or payment processor. Contact your bank if the refund has not appeared after 10 business days.

Section 07

Chargebacks & Disputes

We strongly encourage you to contact us first if you have any concerns about your order. We are committed to resolving issues fairly and promptly.

Initiating a chargeback before contacting us delays resolution and may result in account suspension. Fraudulent chargebacks may be referred to collections.

Always reach out to us before contacting your bank — we can resolve most issues within one business day.

Need Help With an Order?

To request a refund, replacement, or report an issue, contact our team directly. Please include your order number to expedite resolution.

[email protected]

Citadel Labs LLC  ·  United States

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