Refund Policy

All Sales Are Final

Due to the nature of research chemicals and the strict quality control standards required for their handling, all sales made by Genara Labs LLC are final. Once an order has been shipped, we cannot accept returns for reasons including but not limited to change of mind, ordering errors by the customer, or incompatibility with the customer's intended research application. We encourage all customers to carefully review their orders before completing a purchase.

Exceptions

We stand behind the quality of our products. Refunds or replacements may be issued in the following circumstances:

• Damaged Products: If your order arrives with visible damage to the product or packaging that compromises the integrity of the compound
• Incorrect Products: If you receive a product different from what you ordered
• Defective Products: If the product does not meet the specifications stated on the Certificate of Analysis (CoA) provided with your order

How to Request a Return

If you believe your order qualifies for a refund or replacement under the exceptions listed above, please follow these steps:

1. Contact us within 48 hours of receiving your order by emailing support@genaralabs.com with your order number and a detailed description of the issue
2. Include photographs clearly showing the damage, defect, or incorrect product received. Photos must include the product label, the product itself, and the shipping packaging
3. Do not dispose of the product or packaging until your claim has been reviewed and resolved

Claims submitted after the 48-hour window or without sufficient photographic evidence may not be eligible for a refund or replacement.

Refund Processing

Once your claim is approved, refunds will be processed within 5-10 business days to the original payment method used at checkout. You will receive an email confirmation when your refund has been issued. Please note that it may take an additional 3-5 business days for the refund to appear on your statement, depending on your financial institution. In some cases, we may offer a replacement shipment instead of a refund, at our discretion and with your agreement.

Shipping Damage Claims

If your package arrives with visible external damage, please document the condition of the outer packaging before opening it by taking photographs. If the products inside are also damaged, follow the return request process outlined above. For packages that are lost in transit, please contact us and we will work with the shipping carrier to resolve the issue. Genara Labs is not responsible for packages that are stolen after delivery confirmation.

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