Given the nature of research materials, all sales are considered final once an order has been processed and payment verified. This policy outlines the limited circumstances under which a refund or replacement may be considered.
Damaged Shipments
If you receive a damaged shipment, submit a Support Request through your Customer Portal within 48 hours of delivery. Include clear photos or video of the issue, the product, the packaging, and the shipping materials where applicable. Please retain the product and all original packaging until your request has been reviewed.
Incorrect Orders
If you receive an incorrect item, submit a Support Request through your Customer Portal and select the associated order so we can review it and arrange the appropriate correction.
Opened Products
Opened products are generally not eligible for return due to the laboratory nature of the materials and handling considerations.
Review Process
Refund and replacement requests are reviewed on a case-by-case basis. Verified claims may be addressed through replacement or, where appropriate, a refund.
Customers should submit a Support Request through their Customer Portal and select the order associated with the request. Provide a description of the issue and upload clear photos or videos when applicable. For damaged shipments, incorrect items, or product-related concerns, photos or video may be required to verify the claim before a refund or replacement can be processed. Please retain the product and original packaging until the request has been reviewed.
If you cannot access your Customer Portal, contact support@flowresearchlabs.com and include your order number.