Refund policy

Last updated: September 18, 2026

Vellisova products are research-use-only reagents. Because of their nature, we handle returns differently from a general retail store. Please read this policy before ordering.

Returns

We do not accept returns of opened, reconstituted, or used product, or of product that has left cold-chain conditions after delivery. Unopened, sealed product in its original packaging may be returned within 14 days of delivery if you contact us first and we approve the return. Returns sent without prior approval will not be accepted.

Damaged, incorrect, or non-conforming shipments

Inspect your order as soon as it arrives. If a shipment is damaged, incorrect, or does not match the product, strength, or pack you ordered, photograph it as received and email help@vellisova.com within 48 hours of delivery, and in any case within 7 days. We will open a claim and arrange a replacement or refund at no cost to you.

Cancellations

Orders can be cancelled free of charge until a shipping label is generated. After that point, the order ships and the return terms above apply.

Refunds

Once an approved return or claim is received and inspected, we will notify you of the decision. Approved refunds are issued to the original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund. If more than 15 business days have passed since approval, contact help@vellisova.com.

Non-returnable items

Opened or reconstituted vials, bacteriostatic water, discounted or clearance items, and any product that has been stored outside recommended conditions after delivery are not eligible for return.

Questions

Email help@vellisova.com with your order number. Support hours are Monday to Friday, 9am to 5pm Eastern.