Refund and Returns Policy

LiLabs LLC

3518 Edge VW, San Antonio, TX 78259

Effective Date: October 14, 2026

Last Updated: October 14, 2026

1. Overview

This Refund and Returns Policy governs purchases made from LiLabs LLC (“we,” “us,” or “our”). By placing an order, you agree to this policy. All products are research compounds sold strictly for laboratory and research use, so our return eligibility is more limited than typical retail.

2. Eligibility for Returns

We accept returns only for products that arrive:

Broken: the vial or container is cracked, shattered, or otherwise physically compromised;
Degraded: the product shows visible signs of deterioration upon arrival, such as discoloration, particulates, or a change in consistency; or
Tampered: the seal, packaging, or vial shows evidence of unauthorized opening or alteration.

All other sales are final. This includes change-of-mind returns, orders placed in error, and products that were opened, used, improperly stored, or otherwise handled after delivery. Cold-chain or temperature issues are covered only when the product arrives damaged. If a product arrives intact and is later stored improperly, the customer is responsible.

3. Reporting Window

You must report a broken, degraded, or tampered item within 72 hours of delivery. Reports submitted after this window may be denied.

4. Required Evidence

To request a return, email returns@lilabs.store with:

Your order number;
Clear photos of the damaged, degraded, or tampered product, including the outer packaging and shipping label; and
A description of the problem.

Claims submitted without photos will not be reviewed. Do not discard the product until we provide written instructions. Failure to retain the product may result in denial of your claim.

5. Review Process

We review each complete return request within 3–5 business days. We may request additional information during review. We will notify you of our decision by email.

6. Resolution

If your claim is approved, we will ship a replacement product at no charge. A refund to the original payment method is issued only if a replacement is unavailable. Original shipping charges are not refunded.

7. Return Shipping

For all approved returns, we provide a prepaid return label.

Unauthorized returns sent to us without prior approval will not be accepted, and we are not responsible for them.

8. Wrong Product Received

If you receive a product that differs from your order, email us immediately at returns@lilabs.store with your order number and a photo of the incorrect item. Upon verification, we will ship the correct product within 48 hours at no charge and provide a prepaid return label for the incorrect item.

9. Lost or Undelivered Orders

If tracking shows your order was delivered but you did not receive it, you must report this within 3 days of the tracking delivery date. We will investigate with the carrier before issuing any refund or replacement.

10. Cancellations

Orders cannot be cancelled once placed.

11. Chargebacks

If you initiate a chargeback or payment dispute without first contacting us, you will be automatically declined from future purchases unless you have contacted support to resolve the issue. We reserve the right to contest any dispute with supporting documentation.

12. Research Use Only

All products are sold strictly for research and laboratory purposes. They are not intended for human or animal consumption, diagnosis, treatment, or any other use. This policy does not cover products used in violation of this statement.

13. Changes to This Policy

We may update this policy at any time. The version in effect on the date of your order governs that order.

14. Contact