Returns & refunds

The short version

All sales are final once shipped, with four exceptions.

Because our products are temperature-sensitive reference materials and their chain of custody cannot be re-verified after leaving our facility, we do not accept returns based on change of mind. We do cover real failures: broken seals, wrong SKU, confirmed cold-chain failure, and damaged arrival.

What qualifies for a refund or reship

1. Wrong product shipped. If the SKU, lot, or quantity does not match your order, we'll reship the correct item at no cost and you keep or dispose of the incorrect one per your lab's waste protocol. Report within 48 hours of delivery.

2. Damaged vial or broken seal. If the vial arrives cracked, the crimp compromised, or the label damaged to the point of identifying the lot, we reship. Report with photos within 48 hours.

3. Cold-chain failure. The temperature indicator strip inside your mailer is the arbiter. If it is triggered and the gel packs arrived fully thawed and you received the shipment within the expected transit window, we reship. Report within 48 hours with photos of the strip, the gel packs, and the outer mailer's carrier scans.

4. Carrier loss. If the carrier loses the shipment after pickup — confirmed by a carrier claim or case number — we reship or refund, your choice. Report within 10 business days (domestic) or 21 days (international).

What does not qualify

• Change of mind, change of research plan, change of protocol.
• Incorrect address entered at checkout.
• Failure to accept delivery leading to extended dwell at the carrier facility.
• Storage failures after delivery (e.g., forgot to move vial to freezer within 2 hours).
• Reconstitution errors.
• Seized international shipments: product cost is refunded, shipping is not.
• Subscription shipments not paused before the 48-hour cutoff.

How to file a return claim

1. Email research@junolabs.co within the applicable window. 2. Include: order number, SKU, lot number, photos (vial, mailer, temperature strip, carrier scans where relevant). 3. We review within 2 business days. 4. If approved, we reship (default) or refund to the original payment method.

Refund timing

• Card refunds: 5–10 business days to post.
• ACH refunds: 3–5 business days.
• Crypto refunds: cryptocurrency transactions are final on chain. If a crypto order qualifies for refund, we issue equivalent USD value via ACH or store credit — your choice at the time of the claim.

Subscription cancellation

Cancel anytime from your account portal. Changes must be made 48 hours before the next scheduled shipment to apply to that cycle. Shipped orders are not refundable based on a missed cancellation window.

Chargebacks

If you believe an order is fraudulent, contact us first — most card disputes resolve faster through direct support than through a bank. Frivolous chargebacks may be disputed with supporting documentation (attestation log, delivery confirmation, tracking) and, if upheld by the issuer, forwarded to collections.

Contact

research@junolabs.co · replies within 24 hours on business days.