Refund & Return Policy
If a vial arrives broken, leaking, or with a compromised seal, email a photo of the package and the affected vials within 7 days of delivery. We'll ship a replacement on our courier account at no charge.
Damaged in Transit (Free Replacement)
If a vial arrives broken, leaking, or with a compromised seal, email a photo of the package and the affected vials within 7 days of delivery. We'll ship a replacement on our courier account at no charge.
COA Mismatch (Full Refund or Replace)
If independent verification shows a batch fails to match its published certificate of analysis, we will refund or replace the order in full and pull the lot from inventory immediately. Window: 30 days from delivery.
Wrong Item Shipped (Replacement + Return Label)
If you receive the wrong SKU, strength, or quantity, contact us within 14 days of delivery and we'll send the correct item with a pre-paid return label for the original.
Pre-Shipment Cancellation (Full Refund)
Orders can be cancelled for a full refund only before a shipping label is assigned. After a label is created, damage/mismatch/wrong-item policies apply.
Non-Returnable Items
We cannot return opened or used vials; storage-condition failures after delivery (out-of-range temperature, exposure to light); or bulk/custom-synthesized orders that have already begun production.
Contact Us Before Contacting Your Bank
All refund, replacement, and cancellation requests must be made by contacting Celnetic directly at support@celnetic.com before initiating a chargeback, payment dispute, or reversal with your bank, card issuer, or payment provider. Eligible requests are resolved directly under this policy, and opening a dispute without first contacting us may delay resolution of your request.
To start any of the above, email support@celnetic.com with your order number and the supporting information required by the applicable policy.
RMA Process
How to file a claim.
Email support
support@celnetic.com with your order number, lot, and photos.
Receive RMA
Support will review your claim and provide next steps.
Return instructions
If you receive the wrong SKU, strength, or quantity, contact us within 14 days of delivery and we'll send the correct item with a pre-paid return label for the original.
Refund or replace
Eligible claims are resolved under the damage, COA-mismatch, or wrong-item policy below.