Refund Policy
Last updated: May 17, 2026
Because Kinotype products are research-grade reference compounds requiring cold-chain integrity, our refund policy is necessarily limited. Here is what is and is not eligible.
1. All sales final once shipped
Once a shipment leaves our facility, we cannot accept returns for change of mind, no-longer-needed product, or unopened-but-received vials. The cold-chain handling required to verify product integrity post-shipment makes resale impossible.
2. Damaged shipments
If a shipment arrives with:
- Broken or cracked vials
- Visible product loss / leaked vial
- Crushed or punctured packaging
…take photographs of the box and contents before unpacking further, and email orders@kinotype.shop within 48 hours of delivery. We will arrange a full replacement at no charge or a refund at your option.
3. Defective product
If a product fails to match its Certificate of Analysis on independent verification — for example, HPLC purity below the stated ≥99% threshold — contact us with your independent analytical results. After verification we will refund or replace at our discretion.
4. Wrong item shipped
If you receive a product different from what you ordered (wrong compound, wrong size), do not open the wrong vial. Email us within 48 hours and we will ship the correct item and arrange return of the incorrect product.
5. Lost in transit
If carrier tracking shows your shipment is lost (no scans for 10 business days after carrier acceptance, or carrier confirms loss), we will reship at no cost.
6. Order cancellation before shipment
If you wish to cancel an order, email us immediately. We can cancel any order that has not yet shipped (typically orders placed within the last 2 hours during business hours). Once a label has been created, cancellation is no longer possible.
7. Refund processing
Approved refunds are processed to the original payment method within 5–10 business days. You will receive an email confirmation when the refund is initiated.
8. What is not eligible
- Opened vials (regardless of remaining product).
- Vials past 30 days from delivery date.
- Damage caused by improper storage after receipt.
- Change of mind or no-longer-needed product.
- “Did not work as expected” — our products are research-grade reference compounds, not therapeutic products with expected outcomes.
9. Contact
Email orders@kinotype.shop with your order number and a clear description of the issue. Include photographs for damage claims. We respond within 1 business day.