Support / Returns
Returns. What happens next.
This policy explains how G7 handles damaged, incorrect, or otherwise eligible orders. Contact us within 7 days of delivery so the issue can be reviewed promptly.
Damaged or incorrect orders
If an order arrives damaged, incomplete, or incorrect, contact us with the order number, photographs of the shipment, and the lot number where applicable. We will review the information and arrange an appropriate replacement or refund.
Quality concerns
If you have a documentation or quality concern, include the lot number from the vial. Our team will review the concern against the available Certificate of Analysis and order records.
Return eligibility
Because research materials require controlled handling and chain-of-custody records, returns are limited and require authorization. Products should not be shipped back unless the G7 team provides return instructions.
Refunds
Approved refunds are issued to the original payment method. Processing time after approval depends on the payment provider.