Refund Policy
When refunds and replacements apply.
This policy applies to Hermetica Research Labs orders, which ship within Canada only. It works alongside our Shipping Policy and Terms of Service.
At a glance
| Situation | What we do | What we need from you |
|---|---|---|
| Order arrives damaged or contains the wrong item | Replacement or full refund | Contact us within 7 days of delivery, with photos |
| Tracked package confirmed lost in transit | Reship or refund, at your choice | Your order number |
| Change of mind after the order has shipped | Returns cannot be accepted | — |
Damaged or incorrect items
If your order arrives damaged or contains the wrong item, contact us within 7 days of delivery with photos. We will issue a replacement or full refund.
Lost shipments
If a tracked package is confirmed lost in transit, we will reship or refund at your choice. If your tracking has not updated for 7 business days, contact support and we will open a trace, as set out in the Shipping Policy.
Change of mind
Due to the controlled nature of research material, we cannot accept returns for change-of-mind once an order has shipped.
How to request a refund
Email support@hermeticalabs.store with your order number. Refunds are issued to the original payment method within 5–10 business days.
To help us resolve a request quickly, include:
- your order number;
- the item or items affected;
- for damaged or incorrect items, photos of the package and the vial labels.
Our team replies Monday to Friday, 9am to 5pm ET, usually within one business day. See the contact page for details.
Research Use Only
All products are sold strictly for in-vitro laboratory research and are not intended for human or veterinary use. Purchasers must be 21 or older.
Last updated: 2026