Returns & Refunds Policy
Clear procedures for cancellations, shipping damage, incorrect items, missing items, and product-quality concerns.
Effective Date: September 15, 2026
Products sold by Certa Research LLC are supplied exclusively for laboratory and in vitro research use. Because product integrity depends on controlled storage, handling, packaging, and chain of custody, products generally cannot be returned or restocked after delivery. However, we will review and provide an appropriate resolution for eligible order cancellations, unshipped orders, shipping damage, missing or incorrect items, and documented product nonconformity.
Policy Overview
The available resolution depends on the order status and the nature of the issue.
Order Cancellation
Contact us immediately if you need to cancel an order. We will attempt to cancel it before processing or fulfillment begins, but cancellation cannot be guaranteed once the order is being prepared or has shipped.
Damage or Fulfillment Error
Items that arrive damaged, missing, or different from what was ordered may qualify for replacement or refund after verification of the claim.
Quality Concern
A documented discrepancy between an unopened product and its applicable product listing or lot documentation will be reviewed individually.
Eligible for Review
- An order that has not been shipped and cannot be fulfilled.
- A product that arrives visibly damaged or with compromised packaging.
- An incorrect product or variation sent because of a fulfillment error.
- An item listed on the packing record but missing from the delivered package.
- A documented discrepancy involving an unopened product and its applicable product listing or lot documentation.
Not Eligible for Return
- Products that have been opened, unsealed, altered, divided or transferred.
- Products affected by improper storage, handling, contamination, exposure, or use after delivery.
- Requests based on a change of mind, accidental purchase, or no longer needing the product after fulfillment has begun.
- Dissatisfaction based on experimental outcome, protocol compatibility, or results affected by conditions outside our control.
- Products without verifiable proof of purchase from certaresearch.com.
How to Report a Problem
Preserve the Package
Keep the product, shipping box, label, internal packaging, and packing materials until your claim has been reviewed.
Document the Issue
Take clear photographs of the product, packaging, shipping label, visible damage, incorrect item, or other relevant condition.
Contact Support
Email contact@certaresearch.com within 3 calendar days after delivery. Include your order number, a description of the issue, and the supporting photographs.
Verification and Resolution
We generally respond to complete claims within 2 business days. Additional time may be required when carrier records, fulfillment records, lot documentation, or further evidence must be reviewed.
Depending on the circumstances and product availability, an approved claim may result in replacement of the affected item, refund of the affected item, correction of the order, or another appropriate resolution.
Repeated, incomplete, conflicting, or potentially fraudulent claims may be subject to additional review and documentation requirements. This does not limit any rights that cannot legally be limited.
Product-Quality Concerns
If you believe an unopened product does not conform to its applicable listing or lot documentation, stop using or handling the affected product beyond what is reasonably necessary to preserve it. Contact us before performing additional testing, disposal, transfer, or return shipment.
We may request the order number, product and lot information, photographs, storage records, chain-of-custody information, test methods, complete analytical documentation, or other information reasonably necessary to investigate the concern. Submission of a report does not automatically establish product nonconformity; each claim will be evaluated using the available evidence.
Returns and Return Authorization
Do not send any product back without written authorization and return instructions from Certa Research LLC. Because these products require controlled handling and chain-of-custody protection, unauthorized returns may not be accepted, inspected, or eligible for credit.
When a physical return is required for an approved claim caused by our error or an eligible product issue, we will provide appropriate return instructions and determine whether return shipping is necessary.
Cancellations and Unshipped Orders
Cancellation requests should be submitted as soon as possible to contact@certaresearch.com . We will attempt to honor the request if processing and fulfillment have not started.
If we cannot fulfill or ship an order, the affected order will be canceled and refunded to the original payment method. If fulfillment or shipment is delayed beyond the stated timeframe, we will provide any notice and cancellation options required by applicable law.
Refund Processing
Approved refunds are issued to the original payment method. We will initiate the refund after the claim or cancellation is approved and any required return steps are completed.
The time required for the refund to appear in your account depends on the payment provider and financial institution. Original Priority Shipping charges are generally nonrefundable after the carrier service has been used, except when required by law or when the refund results from our fulfillment error.
Research-Use Product Integrity
All products are supplied exclusively for laboratory and in vitro research use and are not intended for human or veterinary use. The purchaser is responsible for appropriate receipt, storage, handling, documentation, and use after delivery.
This policy does not cover damage, degradation, contamination, or loss caused after delivery by improper storage, handling, opening, transfer, reconstitution, experimental procedure, or use inconsistent with the product documentation.
Applicable Rights
This Policy is intended to explain our standard commercial procedures. It does not exclude, waive, or limit consumer rights or remedies that cannot legally be excluded, waived, or limited under applicable law.
Need Help With an Order?
Contact us with your order number and a clear description of the cancellation, delivery, fulfillment, or product concern.
Contact Certa Research Support