Policy

Refunds

When we refund, when we replace, and how approved refunds are paid.

Last updated 7 August 2026

Before you pay

An unpaid order can be cancelled at any time, from your order page, at no cost. An order whose payment window expires is cancelled automatically and nothing is owed.

After you pay, before it ships

After it ships

We review refund or replacement requests when:

the wrong item or specification was sent;
qualified evidence shows the delivered product identity does not match the ordered specification;
vials arrive broken or compromised, with photographs sent within 7 days;
the shipment is confirmed lost in transit by the carrier;
the shipment cannot be delivered because customs retains it, subject to the one-time replacement terms below.

Identity mismatch claims must be sent within 14 days of delivery with the order number, product name, vial specification, package and label photographs, and the qualified evidence you want us to review. If the claim is approved, we will refund or replace.

Because these are research materials, we cannot accept returns of correctly supplied, undamaged goods. Once a sealed vial has left our control we cannot verify how it has been stored, so it cannot re-enter stock.

One-time replacement for transit loss or customs retention

If the carrier confirms a shipment is lost in transit, or if a shipment cannot be delivered because customs retains it, VialHaven provides one replacement shipment when the destination and import are lawful. For that one replacement shipment, you pay only the new shipping fee.

This is not a promise to bypass law or carrier process. You must cooperate with lawful carrier or customs requests, provide accurate information and pay lawful duties, taxes, storage charges or import charges required by the destination authority.

Situations we do not refund or replace

Wrong, incomplete or unserviceable address supplied at checkout.
Delivered carrier scan at the supplied address, unless carrier evidence later reverses it.
Refusal to cooperate with lawful carrier or customs processes.
Refusal to pay lawful duties, taxes, storage charges or import charges.
Destination or import is prohibited, restricted or not eligible for the product.
Requests for false declarations, mislabeling or inaccurate paperwork.
Change of mind after dispatch.
Correctly supplied, undamaged goods.
Any second replacement shipment for the same order issue.
Payments sent on a network other than the one stated on the payment page. See the crypto payment policy.

How refunds are paid

Refunds are returned in the same asset and on the same network you paid with, to an address you confirm with us. We refund the amount received, less any network fee required to send it.

Because the value of a cryptocurrency moves, the amount you receive back may be worth more or less in your local currency than when you paid. We refund the asset amount, not a fiat value.

Timescale

Approved refunds are sent within 5 business days of us agreeing the refund and receiving a confirmed destination address. Replacement shipment timing depends on stock, destination eligibility and payment of the new shipping fee where required.