Return & Refund Policy

If you receive an item that is damaged or defective, we will replace it or refund you within 60 days of delivery. Contact support@retaset.com with your order number and a photo of the issue.

Because our products are temperature-sensitive research materials, we can only accept returns of unopened, undamaged items in their original packaging within 28 days of delivery. Opened vials cannot be returned for safety and integrity reasons.

Approved refunds are returned to the original bank account used for payment. Bank transfers typically take 1–3 business days to appear once processed.

We cannot refund orders where the incorrect shipping address was provided, where a package was refused at customs after insurance was declined, or where an item has been opened or used.