Why returns are limited
Once research materials leave our facility we cannot verify how they were stored, handled or reconstituted. Because storage history determines whether a material is fit for laboratory use, we are unable to accept materials back into stock and resell them.
Refund Policy
What we can and cannot accept back, and how to raise a claim for a damaged, incorrect or lost shipment.
Last updated: July 29, 2026
1. All Sales Are Final
All sales are final. We do not accept returns or exchanges for change of mind or dissatisfaction, and we cannot accept a material back once it has left our facility. This is a consequence of the storage and chain-of-custody requirements described above, not a commercial preference.
2. Damaged or Incorrect Items
If your order arrives damaged, or you receive an item other than the one ordered, contact our support team within 48 hours of delivery. Your claim should include:
- —Your order number;
- —Clear photographs of the item and its packaging as received;
- —A description of the damage or discrepancy.
On verification we will ship a replacement at no cost to you. Retain all packaging and materials until the claim is resolved — claims cannot be verified without them.
3. Lost Packages
Where a package is lost in transit and the carrier confirms the loss, we will issue a replacement. Where tracking shows the package was delivered to the address supplied at checkout, Voxiom Labs is not responsible for packages subsequently stolen or misplaced.
4. Not Eligible for Replacement
- —Materials that have been opened, reconstituted, diluted or otherwise altered;
- —Damage claims submitted without photographic evidence;
- —Materials stored outside the conditions stated on their product page after delivery;
- —Claims submitted more than 48 hours after delivery;
- —Orders without proof of purchase.
5. Cancellations
An order can be cancelled only if it has not yet entered fulfilment. Once an order has been processed or a tracking number has been generated, it cannot be cancelled.
6. Claims Review
All claims are subject to review. We reserve the right to decline a replacement where evidence is insufficient, where the claim pattern on an account is inconsistent with normal use, or where the material appears to have been handled outside its stated conditions.
This policy forms part of our Terms of Service and should be read together with our Shipping Policy. All materials are supplied for laboratory research use only; Voxiom Labs is not responsible for any use, misuse or improper storage of materials after delivery.