Refund & Cancellation Policy
Last Updated: February 1, 2026
We are committed to providing high-quality research materials. This policy outlines the terms and conditions for order cancellations, returns, and refunds. Due to the sensitive nature of our products, certain restrictions apply.
Order Cancellation
Before Shipment
You may cancel your order before it has been shipped. To request a cancellation:
- Contact us immediately at support@retralabs.in
- Provide your order number and reason for cancellation
- Cancellation requests are processed within 24 hours
- Full refund will be issued if cancellation is approved before shipment
After Shipment
Once an order has been shipped, it cannot be cancelled. However, you may be eligible for a return and refund according to our return policy below.
Return Policy
Eligibility for Returns
Due to the nature of our products, returns are only accepted in the following circumstances:
- Product arrived damaged or compromised during shipping
- Wrong product was shipped
- Product defect or quality issue verified by our team
- Package tampering or seal broken upon arrival
Important: Products cannot be returned if the seal has been broken by the customer, if storage conditions were not maintained, or for change of mind.
Return Process
To initiate a return, follow these steps:
- Contact us within 48 hours of receiving the product at support@retralabs.in
- Provide documentation: Order number, photos of the product and packaging, and detailed description of the issue
- Wait for approval: Our team will review your request within 2-3 business days
- Return shipping: If approved, we will provide return shipping instructions
- Product inspection: Returned products will be inspected upon receipt
Refund Policy
Refund Processing Time
- Approved refunds are processed within 7-10 business days
- Refunds are issued to the original payment method
- Bank processing may take an additional 5-7 business days
- You will receive an email confirmation once the refund is processed
Refund Amount
Depending on the circumstances:
- Full refund: For damaged, wrong, or defective products
- Partial refund: May apply if product packaging is partially damaged but product is intact
- Store credit: May be offered as an alternative to refund
- Shipping costs: Original shipping fees are non-refundable unless the error was on our part
Non-Refundable Items
The following are not eligible for refund or return:
- Products with broken seals (opened by customer)
- Products damaged due to improper storage by customer
- Products past the return window (48 hours from delivery)
- Products without proof of purchase
- Products used or altered in any way
- Special order or custom products
Shipping Damage
If your order arrives damaged, please document the damage with photos before opening the package. Contact us immediately with photos of both the outer packaging and the product. We will work with the shipping carrier to resolve the issue and provide a replacement or refund.
Quality Guarantee
All our products undergo quality testing and come with certificates of analysis. If you receive a product that does not meet stated specifications, we will provide a full refund or replacement upon verification.
Replacement Products
In cases of damaged or defective products, we may offer a replacement instead of a refund. Replacements are subject to product availability and will be shipped at no additional cost.
Contact for Refunds & Cancellations
For any questions or to initiate a return/refund:
Email: support@retralabs.in
Please include your order number and detailed description of the issue
Important Reminder
All products are for research use only. Refunds or returns cannot be processed for products that have been used for purposes other than legitimate research. By purchasing, you agree to this policy.