ALL SALES ARE FINAL, EXCEPT AS EXPRESSLY STATED IN THIS POLICY OR WHERE NON-WAIVABLE LAW REQUIRES OTHERWISE. Due to research-material integrity, chain-of-custody, storage-condition, contamination, safety, and handling concerns, VeraChain Labs generally does not accept returns or exchanges of opened or unopened products.
Limited exceptions
We will replace or refund products in the following limited circumstances only:
- Wrong product shipped due to our error.
- Documented quality failure on independent third-party analysis. If a buyer alleges a product quality issue, VeraChain Labs may require batch number, photographs, storage and handling details, unopened retained sample, and independent third-party testing from a mutually acceptable laboratory. If nonconformity is confirmed and not caused by buyer handling, VeraChain Labs may reimburse reasonable testing cost and provide replacement or refund, subject to applicable law and case-specific review.
How to request
Contact [email protected] within 5 business days of delivery (or expected delivery date for lost packages). Provide order number, photographic evidence where applicable, and a description of the issue. We will respond within 3 business days.
Chargebacks
Customers should contact VeraChain Labs before initiating a payment dispute so we can attempt to resolve the issue. We reserve the right to suspend or close accounts, decline future orders, and provide transaction records, fulfillment records, acknowledgment logs, shipping records, and communications to payment processors, financial institutions, dispute networks, law enforcement, or regulators as permitted by law in response to disputes, reversals, suspected fraud, or misuse.
Statutory rights
This policy does not override non-waivable rights provided by applicable state law.