Returns and refunds

Every vial carries a lot number tied to a certificate of analysis. Once a seal is broken, that chain cannot be re-established, which is why this policy is narrow. It is also why the things it does cover are covered without argument.

What we cannot take back

Opened or unsealed vials. Once a seal is broken the material can no longer be verified or returned to inventory, so it cannot be refunded or exchanged. That is an integrity limit, not a restocking preference.

We also cannot accept a return because an experiment did not come out as hoped. The certificate of analysis states what the material is, and that is what is being sold.

What we make right

• Damaged in transit. A cracked vial, a compromised seal, a package that arrived crushed or wet. Photograph it before handling it further.
• Wrong item. A different compound, strength, or quantity than the order.
• Material that does not match its certificate. Send the lot number and what you found. We pull that lot’s COA and review it against your report.
• Never arrived. Handled under the shipping policy.

Each of those is a replacement or a full refund, whichever you prefer.

Anything else

A sealed vial you simply no longer want is not on the list above. Write to us before you ship anything back and we will tell you what we can do; those are decided case by case, and nothing is promised here that this store cannot honor.

How to start a claim

Write to hello@ovae.ai with your order number, the lot number printed on the vial label, and photographs where there is something to see. Open the claim as soon as you notice the problem rather than after the vials have been handled further, because photographs taken on arrival are what settle a transit claim.

Do not ship anything back before we reply. We will tell you whether a return is needed at all, and often the photographs are enough.

How refunds come back

Refunds return by the same route the payment came in, and the terms of sale set out what an order commits you to in the first place. A Venmo payment is refunded through Venmo, a Zelle payment through Zelle, to the account the payment came from. There is no card to credit, so nothing waits on a bank’s card-settlement cycle.

We send an approved refund as soon as the claim is closed, and we tell you when it is on its way.

Cancelling an order

An unpaid order can be cancelled at any time before you send payment. Reply to your order email or write to us and it goes away, at no cost.

A paid order can be cancelled for a full refund at any time before it ships. Once it ships, the sections above apply.