Final-Sale Policy, With One Exchange Exception
Veracue Labs LLC ("Veracue," "we," "us," or "our") sells every research compound as a final sale. The one exception: if your order arrives physically damaged, you're eligible for a free exchange. Read on for exactly how that works, and what to confirm before you order.
What This Policy Covers
This policy explains how refunds, exchanges, and returns work for every product sold through veracuelabs.com. All items are research-use compounds intended strictly for laboratory research, never for human or veterinary use, diagnosis, or treatment, and every sale is final except for the damaged-item exchange described below.
Items That Arrive Damaged
If a product arrives physically damaged, for example a cracked vial, compromised packaging, or a visible cold-chain failure, you're eligible for a free exchange. Here's the process:
- ✦Email orders@veracuelabs.com within 3 days of delivery with your order number and photos of the damaged item and its packaging.
- ✦Once we confirm the damage from your photos, we ship a replacement at no charge. There's no need to send the damaged item back to us.
- ✦This exchange covers items damaged on arrival only. It's separate from, and doesn't extend to, any other return, refund, or exchange request.
Why All Other Sales Are Final
Outside of a confirmed damaged-item exchange, every order is final. This reflects the nature of the products themselves, not a judgment about any individual order:
- ✦Once a compound leaves our facility, we can't verify it stayed sealed, unaltered, or properly stored, so we can't safely return it to inventory.
- ✦Many of these products are temperature-sensitive and degrade without continuous cold-chain handling that we have no way to confirm after shipment.
- ✦As research-use-only materials, our compounds aren't intended for resale once they've reached a customer.
- ✦This keeps every unit a customer receives, for the first time, held to the same purity and handling standard.
Before You Order
Because most sales are final, we encourage every customer to confirm the following before completing checkout:
- ✦Reach out to orders@veracuelabs.com with any pre-purchase questions about a product, its specifications, or its Certificate of Analysis.
- ✦Double-check the product, variant, and quantity in your cart against what your research actually requires.
- ✦Confirm your shipping address and contact details are correct. Orders can't be modified once submitted.
- ✦Review our Shipping Policy for delivery timelines and handling requirements before your order arrives.
- ✦Inspect your order as soon as it arrives. Damage has to be reported within 3 days of delivery to qualify for an exchange.
Receiving Your Order
- ✦Inspect your shipment as soon as it arrives and confirm the contents match your order confirmation.
- ✦Move temperature-sensitive items to appropriate storage immediately.
- ✦If anything arrived damaged, photograph it before discarding any packaging, then contact us within 3 days.
Other Order Questions
For anything else related to an existing order:
Order-related queries: orders@veracuelabs.com
For a damaged-item exchange specifically, see Section 2 above and email orders@veracuelabs.com with your order number and photos of the damage.
Legal Notes
- ✦All items are sold strictly for laboratory and research use and are not intended for human or veterinary use, diagnosis, or treatment.
- ✦This policy, including the damaged-item exchange process, applies at Veracue Labs LLC's sole discretion, consistent with applicable law.
- ✦Veracue Labs LLC may revise this policy at any time without prior notice.
Contact Us
Reach out to our support team with any questions about a product, an order, or a damaged item:
We're glad to help with questions about products, orders, or a damaged shipment. Outside of a damaged-item exchange, remember that all sales are final, so review your order carefully before checkout.