Refunds & cancellations

Request help

Email orders@lab157.com from the email address used for your order. Include your order reference, the affected items and a description of the issue. For damaged or incorrect goods, keep the packaging and provide photos of the parcel, shipping label, vial label and lot number when available.

We aim to respond within two business days, excluding weekends and US postal holidays. Refund requests are reviewed by our support team; submitting a request does not automatically stop a shipment or reverse a blockchain payment.

Cancellations before dispatch

You may cancel by emailing us before your parcel is handed to the carrier. A shipping label alone does not count as dispatch. We will confirm the cancellation and refund the full LAB157 order charge, including products, original shipping and applicable sales tax. There is no cancellation or restocking fee.

Contact us immediately: a parcel already handed to the carrier cannot be cancelled through this process. If you have not paid, do not pay the invoice and contact us if you need the pending order closed. For partial or late payments, include your transaction reference so we can review the funds actually received.

Returns after dispatch

We do not accept change-of-mind returns or exchanges of research materials after dispatch, including unopened vials. We cannot verify storage and handling after the materials leave our control. This includes ordering a fill you no longer need or deciding not to proceed with your research.

This restriction does not remove your remedies for damaged, incorrect, defective or misdescribed goods, or for non-delivery. Do not use a suspect item or send it back without instructions. If we require a return because of our error or a confirmed product fault, we will provide appropriate instructions and pay reasonable return shipping. Returned research materials are not put back into saleable stock.

Damaged, incorrect or defective items

Please inspect your delivery and report visible damage, shortages or incorrect items within seven calendar days where possible. Report a defect discovered later as soon as you find it. The seven-day request is not a waiver of rights or an automatic rejection of a later genuine claim.

For a confirmed problem, we will offer a refund for the affected goods and applicable tax, or a replacement with your agreement and subject to stock. You do not have to accept store credit. A replacement for our error or a confirmed fault has no additional delivery charge. If the whole order is affected, the refund includes the original shipping charge; for a partial claim, we also refund any shipping charge attributable to the problem.

Delayed or missing orders

If we cannot dispatch within the handling window shown when you ordered, we will contact you with a revised dispatch date and offer the choice of agreeing to the delay or cancelling the unshipped goods for a refund. We will not treat silence as agreement to a delay. If you do not agree by the original dispatch deadline, we will cancel the unshipped goods and refund the amount due.

For a missing parcel, or tracking marked delivered when you have not received it, email us promptly. We will investigate with you and the carrier; a delivered scan alone does not automatically close your claim. For confirmed non-delivery, we will offer a refund or an agreed replacement. We will not make a refund that is due wait indefinitely for a carrier compensation claim.

Check your address before payment and tell us about corrections immediately. Changes after carrier handoff cannot be guaranteed. If an address error you supplied or an unclaimed parcel causes a return, we will review the circumstances with you. Any optional reshipping charge will be disclosed and agreed before a replacement is sent.

Refund amounts, timing and USDC

A full cancellation refund includes all amounts LAB157 charged for that order. A partial refund uses the original affected product charges and applicable tax, plus any shipping refund due under this policy. If we cancel only part of an order before dispatch, you receive the difference between what you paid and what the remaining order would have cost; the flat shipping charge can remain if other items are shipped.

For orders paid in USDC on Base, refunds are issued in USDC on Base, using one USDC for each US dollar of the refund due on the original order. Refunds are not repriced for later product-price changes. USDC is a digital asset; conversion to cash, exchange rates and withdrawal terms are controlled by any provider you use.

We initiate refunds within seven business days after cancellation or confirmation that a product or delivery refund is due, or sooner if required by law. LAB157 covers the network fee for sending the refund and does not deduct a cancellation or restocking fee. Fees you paid separately to a wallet, blockchain network or card-to-crypto provider were not received by LAB157 and are handled under that provider’s terms, except where applicable law requires otherwise.

We will verify order ownership and confirm a compatible receiving address with you before sending funds. Do not assume an exchange’s transaction-sending address can receive your refund. Provide only a public receiving address; never send a recovery phrase or private key. We will email the refund amount and transaction reference once sent. Blockchain confirmation and any exchange processing can take additional time.

Your rights and the policy for your order

This policy does not exclude or limit rights or remedies you have under applicable law. If a mandatory rule requires a different refund amount, method or deadline, that rule applies. Any overpayment or mistaken transfer is reviewed separately using the transaction details; it does not become a fee or store credit automatically.

The policy version accepted when you placed your order applies to that order. Later updates do not reduce rights for an existing purchase. This policy covers LAB157’s US storefront; see our shipping policy and privacy notice for related information.