Returns and refunds

These products are research materials with integrity that depends on their seal. Once a vial leaves our control and is opened, we cannot verify its condition, so the policy below is narrower than it would be for ordinary goods.

What we replace or refund

Contact us within seven days of delivery and we will replace or refund an order that arrives damaged in transit, or that arrives with the wrong compound or mass. Send your order number and photographs of the vial and outer packaging.

What we cannot accept

Opened vials. Vials with a removed, defaced, or altered label. Products reported after the seven-day window. Products damaged by storage or handling after delivery. Orders refused at delivery or returned as undeliverable due to an address error.

Cancelling before it ships

An unpaid order can be cancelled at any time before payment, or simply left to expire. A paid order can be cancelled for a full refund any time before the shipping label is created. Once tracking has been issued the order is on its way and the terms above apply.

How refunds are issued

Approved refunds are returned by the same method used to pay, within five business days of approval. The time it takes to appear depends on your bank or provider.

Making a claim

Use the contact form or write to hello@kenkoresearch.com with your order number. Claims are answered within one business day.