Refund Policy
1. Nature of the Products
All products supplied via this website are sold strictly for laboratory research purposes. Due to the nature of these materials, all sales are considered final once an order has been dispatched, except where required under applicable law.
2. No Standard Refunds or Returns
Orders are not eligible for standard refunds, returns, or exchanges after dispatch. Refunds or replacements may only be considered where an order is incorrect, incomplete, or arrives damaged and the claim is submitted within the required timeframe.
3. Reporting Issues
Any issue with a delivered order must be reported within 10 hours after delivery. Claims submitted after this period may be rejected because timely verification is required.
4. Incorrect Address Entered by the Customer
Customers are fully responsible for providing a correct and complete shipping address at checkout. If the customer enters an incorrect, incomplete, or undeliverable address, no refund will be issued.
This also applies where a parcel is lost, delayed, returned, or destroyed as a result of incorrect address information provided by the customer.
5. Unclaimed Parcels, Refused Delivery, and Return to Sender
If a parcel is returned due to failure to collect it, refusal of delivery, or other customer-related delivery failure, no refund will be issued.
Reshipment may be offered at our sole discretion and only after the customer pays any new shipping and handling costs.
6. Damaged or Incorrect Products
If an order arrives damaged or if the wrong product was shipped, Moleculon Europe may, after verification, provide a replacement at no additional cost.
Refunds are generally not issued in these cases unless a replacement is not possible.
7. Evidence Required for Claims
Any claim relating to damage, incorrect shipment, or delivery issues must be supported by clear evidence, including where applicable:
- photos of the outer packaging
- photos of the inner packaging and products
- a clear photo taken immediately after opening the parcel
8. Processing Time
Where a refund is approved, it will generally be processed within 5–10 business days after confirmation.
9. Inspection and Return for Verification
In limited cases, we may request that a product be returned for inspection before a final resolution is offered. If so, the customer must ensure that the product is packaged securely and returned in accordance with the instructions provided.
10. Research-Use Limitation
All products are supplied strictly for laboratory research purposes only. Refunds are not available for complaints arising from handling, use, storage, or application outside of a lawful research setting.
11. Operator
This Refund Policy applies to all orders placed through Moleculon Europe. Orders are processed and dispatched from within the European Union.