Refund and Returns Policy
Have an issue with your order? Contact our team first — we resolve every case personally to make sure you get the right outcome. Email admin@dmvresearch.shop within 48 hours of delivery and we'll respond within 1 business day.
What to contact us about
Damaged in transit
If your order arrived damaged or with broken vials, email us photos within 48 hours of delivery and we'll send a replacement at no cost.
Wrong item received
If you received an item different from what you ordered, contact us within 7 days of delivery with your order number and we'll make it right.
Never arrived
If tracking shows delivered but you haven't received your package, or it's been 14+ days since shipment with no movement, reach out within 30 days of the original ship date.
Quality concern
If you have concerns about product quality or authenticity, email us with your order number and lot details — we'll investigate every report personally.
Order cancellation
Orders can only be cancelled before they enter fulfillment. Once shipped, the order is final. Email us as soon as possible if you need to cancel.
Billing discrepancy or unauthorized charge
If you see a charge you don't recognize, contact us at admin@dmvresearch.shop before disputing with your bank — we'll resolve it within one business day.
Policy details
Refund window
Notify us within 48 hours of delivery for damaged or defective items, 7 days for incorrect items, or 30 days for orders that never arrived. Approved refunds are issued to your original payment method within 5–10 business days.
Non-refundable items
Opened, used, or tampered-with products are not eligible for refund or replacement. Shipping charges are non-refundable once an order has been processed. Orders that have already shipped cannot be cancelled.
Return shipping
For approved returns, return shipping is the customer's responsibility unless the item arrived damaged, defective, or was sent in error — in which case we cover the return label.
Disputes and chargebacks
We encourage customers to contact us at admin@dmvresearch.shop before initiating any dispute or chargeback with your bank. Most issues are resolved within one business day when we hear from you first. Disputes filed without prior contact will be formally challenged with shipping documentation.
Research use only
All products sold by DMV Research are strictly for in-vitro research and laboratory use only. They are not intended for human or animal consumption.