Why research stores rarely take returns
Once a vial leaves your control you cannot confirm how it was stored or whether it was opened, so returned product generally cannot be resold. Most research stores refuse returns of delivered product and instead replace or refund in specific cases.
What a clear policy covers
| Case | Common policy |
|---|---|
| Damaged in transit | Photo of the package and vial within a set number of days; replacement or refund |
| Wrong item sent | Replacement at no cost; you may ask for the wrong item back |
| Lost in transit | Refund or reshipment once the carrier confirms the loss |
| Buyer changed their mind | Cancellation allowed before shipment; no returns after delivery |
| Unpaid order | Cancelled automatically after the payment window |
A template to adapt
Because research materials cannot be resold once they leave our control, we do not accept returns of delivered orders. If your order arrives damaged, incorrect or incomplete, email us within 7 days of delivery with your order number and photos, and we will replace the item or refund it. Orders can be cancelled for a full refund until they ship. Refunds go back to the original payment method within 10 business days.
Adapt the time limits to your own operation, and have your lawyer review it. Whatever you choose, make sure your shipping page, checkout and order emails say the same thing.
How the policy supports you in disputes
When a buyer disputes a card payment, their bank asks you for evidence. A policy the buyer agreed to at checkout, plus tracking and the order record, is the core of a winning response.
How Purity handles it
In Purity you write your shipping and refund policies once, under settings. They appear as pages on your store, are linked from checkout and from order emails, and go through the same wording check as everything else.
Common questions
- Do I have to offer refunds?
- Rules vary by place, and card networks expect a clear policy. Most research stores offer refunds for damage, errors and loss, not change of mind after delivery.
- Where should the refund policy appear?
- In the store footer, at checkout, and in order emails, with the same wording everywhere.