Effective date: August 1, 2026 · Version 1.0
This page sets out how refunds work at Equora. It restates the refund terms in our Shipping & Returns policy in one place, so you can find them by name. Where this page and that policy differ, Shipping & Returns governs.
Returns
Because these are sensitive research materials, we are unable to accept returns of products once delivered. Please check your order carefully on arrival.
Damaged, incomplete or incorrect orders
If your order arrives damaged, incomplete, or incorrect, contact us at info@equoralab.com within 7 days of delivery with your order number and a photo. We will replace the order or issue a refund, at our election. This remedy is subject to our Terms & Conditions.
Lost or delayed packages
If tracking shows no movement for an extended period, contact us and we will open an inquiry with the carrier. Where a package is confirmed lost in transit, we will replace the order or issue a refund, at our election.
How refunds are issued
Approved refunds are returned to the original payment method used for the purchase. Timing depends on your payment provider. Full details of how each payment method is handled are set out in our Payment & Billing Policy.
Orders we decline
We may decline or cancel any order at our discretion, including where we suspect the order is not for legitimate research use. If we do so after payment has been taken, we refund it in full.
Questions
Email info@equoralab.com with your order number. We aim to respond within one business day.
All products are sold for laboratory and research use only. Not for human or veterinary use.