Refund & Return Policy
Laboratory materials cannot be restocked once they leave our custody. Here is exactly what we will and will not accept.
Effective August 1, 2026
Damaged, incorrect, or non-conforming orders
Inspect your order on arrival. Contact us within 7 days of delivery if:
- an item arrived damaged or with a compromised seal;
- you received an item you did not order, or the wrong potency or vial size;
- the item does not conform to the Certificate of Analysis supplied for its lot.
Send your order number and photographs of the item and its packaging to support@discreetbiolabs.com. Where we confirm the issue we will replace the item or refund it in full, including shipping, at your choice. We cover return shipping in these cases.
Items we cannot accept back
Once a vial has left our custody we cannot verify how it has been stored or handled, so its integrity can no longer be assured. For that reason we do not accept returns of opened items, items with a broken seal, or items returned outside the 7-day window, and we cannot resell any returned item.
We also cannot accept returns where an order was placed for a purpose other than the laboratory research use attested to at checkout.
Order cancellation
Orders can be cancelled at no cost any time before dispatch. Contact us as soon as possible with your order number. Once dispatched, an order is handled under the sections above.
Refunds
Approved refunds are issued to the original payment method within 5–10 business days of approval. Your bank or card issuer may take longer to post the credit.
Where an order was placed while live payment processing was not yet enabled, no payment was taken and no refund is required; we will simply cancel the order and confirm by email.
Shipping costs
Shipping charges are refunded only where the return results from our error or from a damaged or non-conforming item.