Refunds & Returns Policy

Last updated: June 26, 2026

This Refunds & Returns Policy explains how Vitamark™ handles order problems, refund requests, replacements, credits, cancellations, and returns. Because Vitamark™ supplies research-use materials with strict safety, integrity, storage, and chain-of-custody concerns, all refund and replacement requests are subject to review.

By placing an order with Vitamark™, you agree to this Refunds & Returns Policy, our Terms of Service, Shipping Policy, Research Use Disclaimer, COA & Testing Policy, and Privacy Policy.

14-Day Order Problem Window

If there is a problem with your order, you must contact us within 14 days of delivery. Delivery date is determined by the carrier tracking record.

Order problems may include damaged items, missing items, wrong items, leaking items, visibly compromised packaging, fulfillment errors, or other issues with the shipment as received.

To report an issue, email support@vitamark.bio with your order number, tracking number, product name, batch or lot code, a clear description of the issue, and photos of the package, packing materials, label, vial or vials, and any visible damage or discrepancy.

No Refunds for Tampered Products

Due to the nature of research-use materials, Vitamark™ does not issue refunds, replacements, credits, or returns for any product that has been opened, used, altered, tampered with, mishandled, improperly stored, transferred, relabeled, repackaged, contaminated, punctured, reconstituted, exposed to unsuitable conditions, or otherwise compromised in any way.

A product may be considered tampered with or compromised if any seal, cap, stopper, label, vial, container, package, or tamper-evident feature is broken, removed, punctured, altered, damaged, missing, or inconsistent with the condition in which the product was shipped.

We reserve the right to deny any refund, replacement, credit, or return if the product appears to have been altered, opened, used, mishandled, stored improperly, exposed to unsuitable conditions, or otherwise compromised after delivery.

Research Material Integrity

Vitamark™ products are sold strictly for lawful laboratory research use only. Because product integrity, storage conditions, contamination risk, and chain of custody cannot be verified once a product has been opened, handled, transferred, altered, or removed from its original condition, opened or compromised products are not eligible for refund, replacement, return, credit, or resale.

Eligible Issues for Review

Vitamark™ may review refund, replacement, or credit requests involving:

• Wrong item shipped.
• Missing item from the order.
• Incorrect quantity shipped.
• Product damaged during shipment.
• Product leaking or visibly compromised upon delivery.
• Clear fulfillment error by Vitamark™.

Submitting a request does not guarantee approval. All requests are reviewed based on order records, tracking records, photos, packaging condition, product condition, batch information, and the facts of the specific situation.

Non-Refundable and Non-Returnable Items

The following are not eligible for refund, replacement, credit, or return except where required by law:

• Opened, used, altered, punctured, reconstituted, handled, transferred, relabeled, repackaged, or tampered products.
• Products with broken, missing, altered, damaged, or questionable seals, caps, stoppers, labels, vials, or packaging.
• Products exposed to improper storage, heat, cold, moisture, contamination, sunlight, unsanitary conditions, or unknown conditions after delivery.
• Products reported more than 14 days after carrier-confirmed delivery.
• Products returned without written authorization from Vitamark™.
• Products purchased from unauthorized sellers, resellers, third-party listings, copied websites, impersonators, or any source other than Vitamark™.
• Products ordered for a prohibited use or in violation of our Terms of Service or Research Use Disclaimer.
• Shipping, handling, carrier, payment-provider, address-correction, reshipment, and return-shipping fees unless the issue was caused by a verified Vitamark™ fulfillment error or refund is required by law.

How to Report an Order Problem

1. Email support@vitamark.bio within 14 days of delivery.
2. Include your order number, tracking number, product name, batch or lot code, and a detailed explanation of the issue.
3. Include clear photos of the outer package, inner packaging, shipping label, product label, vial or vials, and any visible damage, leakage, missing-item issue, or discrepancy.
4. Keep all packaging, labels, inserts, and products until we complete our review.
5. Do not discard, use, alter, open, puncture, transfer, relabel, or return any product unless we provide written instructions.

Inspection and Review

Vitamark™ may require photos, additional documentation, return of the product, carrier claim information, signed statements, or other evidence before approving any refund, replacement, or credit.

If a return is authorized, approval of a return shipment does not guarantee a refund. Returned products are subject to inspection. We may deny a refund or replacement if the returned product does not match the approved request, arrives opened or compromised, shows signs of tampering, is missing packaging, is damaged in return transit, or fails review for any other integrity or compliance reason.

Refunds, Replacements, and Credits

If Vitamark™ approves an order-problem claim, we may, at our discretion, offer a refund, replacement, store credit, partial refund, or another reasonable resolution.

Approved refunds are generally issued to the original payment method. Payment providers may take additional time to process and post refunds. Original shipping, handling, payment-provider, carrier, return-shipping, and related fees may be excluded from the refund unless the issue was caused by a verified Vitamark™ fulfillment error or refund is required by law.

Order Cancellations

You may request cancellation before shipment by contacting support@vitamark.bio as soon as possible. Cancellation is not guaranteed. Once an order has entered fulfillment, been packed, labeled, tendered to a carrier, or shipped, it may no longer be cancelable.

Refused, Unclaimed, or Returned-to-Sender Packages

If a package is refused, unclaimed, returned because of an incorrect address, returned because of failed delivery attempts, or returned by the carrier, Vitamark™ may deduct original shipping, return shipping, carrier fees, handling fees, and other non-refundable costs from any eligible refund. We may refuse reshipment or require additional payment before reshipment.

Chargebacks and Payment Disputes

If you have an issue with an order, contact us first at support@vitamark.bio so we can review and attempt to resolve the issue. Filing a chargeback or payment dispute without contacting us may delay resolution.

Vitamark™ may provide the payment provider with order records, checkout acknowledgments, research-use certifications, tracking information, delivery confirmation, communications, product photos, policy acknowledgments, and other documentation related to the transaction.

Final Decision

Vitamark™ reserves the right to approve, deny, limit, or condition any refund, replacement, return, cancellation, credit, or claim to the fullest extent permitted by law.

Contact

Questions about refunds, returns, replacements, cancellations, or order problems may be sent to support@vitamark.bio.