Refunds & Returns

What can be returned, what cannot, and how we handle a lot that misses specification.

LAST UPDATED 29 JULY 2026

7 days

to return unopened vials with the tamper seal intact

48 hours

to report damage, loss or missing items

5 business days

for your refund to be issued after inspection

100% + shipping

refunded when a lot is out of specification

On this page

Unopened returns

You may return unopened, unused vials with the tamper seal intact within 7 days of delivery for a refund to the original payment method. Returns are subject to review and must be authorized by PureX Bio before being sent back.

• Email support@purexbio.shop with your order number to get a return authorization. Returns sent without one cannot be processed.
• Return shipping is at your cost unless the return results from our error.
• Pack returns in an insulated shipper with a gel pack. Material that arrives back warm or damaged cannot be credited.
• Refunds are issued within 5 business days of the return being received and inspected. Your bank or payment provider may require additional time for the funds to appear.

Why opened vials cannot be returned

Once a seal is broken we have no way to verify what happened to the material — its temperature history, its exposure to moisture, whether anything was introduced into the vial. Reselling it would mean shipping a lot to another laboratory without being able to stand behind its certificate.

That would undermine the one thing this business is built on, so we do not do it. Opened vials are not returnable for change-of-mind reasons.

This does not affect your rights where a product is defective, out of specification, or not as described. Those cases are covered below.

Out-of-specification material

If independent analysis shows a lot does not meet the specification on its certificate, we will replace it or refund it in full, including shipping, and we will withdraw the lot from sale pending investigation.

Send your analytical data to support@purexbio.shop with the lot number. We will compare it against our release data and our retained sample. Where results differ, we arrange third-party testing at our cost.

We would rather know. A vendor who argues with a customer’s chromatogram is a vendor with something to hide.

Damage, missing items and lost parcels

If a parcel arrives damaged, something is missing, or tracking shows it lost, do this:

1. Photograph the outer shipper, the internal packaging and the vial before handling anything further.
2. Email support@purexbio.shop within 48 hours of delivery with your order number and the photographs.
3. We respond within 3 business days with a replacement or a refund.

Claims raised after 48 hours can still be reviewed, but the carrier’s own claim window may have closed, which limits what we can recover.

Cancellations

You can cancel an order at no cost any time before it is dispatched — email or call us and we will stop it if it has not left the building. Once a parcel is with the carrier it cannot be recalled, and the unopened-return process above applies instead.

We may cancel an order ourselves where stock is unavailable, where a pricing error has occurred, or where the research-use restrictions in our terms are not satisfied. In every case you are refunded in full.

Subscriptions

Subscriptions can be paused, rescheduled or cancelled at any time from your account, or by emailing us. Changes made at least 48 hours before a scheduled charge apply to that shipment. Cancelling does not refund shipments already dispatched.

How refunds are issued

Where your refund goes, and how quickly it typically lands, depends on how you paid:

Payment method	Refund route	Typical timing
Credit or debit card	Original card	5–10 business days
ACH transfer	Originating bank account	3–7 business days
Purchase order / NET-30	Credit note against the account	Next invoice cycle

Once we issue a refund, the timing for funds to appear in your account is determined by your bank or payment provider and may vary.

Questions about a return?

Email support@purexbio.shop with your order number and a short description of the issue. We’re available 7:00 AM – 7:00 PM EST, 7 days a week.