Refund Policy

Contact LynxLabs immediately if you need to change or cancel an order. We will make a reasonable effort to help, but cancellation is not guaranteed after payment has been confirmed or fulfillment has begun.

If we cancel a paid item because it is unavailable, cannot be shipped, or should not have been accepted, we will refund the amount collected for that item and any directly associated charge that no longer applies.

Because temperature, storage, handling, tamper status, and chain of custody cannot be verified once research materials leave our control, we generally cannot accept returns or exchanges for change of mind, accidental ordering, protocol changes, or surplus materials.

Do not ship a product back without written instructions from LynxLabs. An unauthorized return may be refused and may not qualify for replacement, credit, or refund.

Contact us promptly when:

• the item or quantity received does not match the accepted order;
• the package or product appears damaged in transit;
• a sealed item appears compromised when first opened for inspection;
• required lot or batch documentation is missing or does not match the supplied item;
• tracking indicates loss, an unexplained delivery failure, or delivery to the wrong destination; or
• another confirmed fulfillment error occurred.

Visible damage, an incorrect item, or a documentation mismatch should be reported as soon as reasonably possible, preferably within 48 hours of delivery, so packaging and carrier evidence can be preserved.

Include the order number, the affected item, a clear description of the issue, and photographs of the shipping package, label, seals, product, and lot information where relevant. Keep all original packaging and documentation until the review is complete.

We may ask for additional photographs, carrier information, a written description of how the package was received, or confirmation that storage instructions were followed. Requests are limited to information reasonably needed to evaluate the issue.

After review, an approved resolution may include replacement, reshipment, store credit, partial refund, or full refund, depending on the issue, available inventory, documentation, and applicable law. A replacement may use the current available lot and therefore may have different batch documentation.

Refunds are issued through an available payment method. Financial institutions and payment providers control posting times after a refund has been initiated. Shipping charges are refunded only when they are part of the approved resolution or when required by law.

Carrier delivery estimates are not guarantees. A delayed scan or late package does not automatically qualify for a refund while the shipment remains in transit. We may need to wait for Canada Post to complete a trace or loss investigation before determining the resolution.

You are responsible for providing a complete address and monitoring tracking. We will still review a delivery issue, but reshipment or refund may be unavailable when the package was delivered to the address supplied, redirected at the recipient’s request, refused, unclaimed, or returned because the address was incomplete or incorrect.

Claims caused by storage, handling, contamination, reconstitution, use, or conditions after confirmed delivery are not eligible unless the underlying issue existed when the product was supplied and can reasonably be verified. Product information and certificates do not guarantee a particular experimental result.

Never return opened or handled material unless LynxLabs provides specific written instructions. Safe containment and disposal remain the customer’s responsibility.

Contact us before starting a chargeback or payment dispute so we can review the order and available evidence. This does not waive any right you may have with your payment provider or under applicable law, but duplicate recovery is not permitted.

This policy does not exclude or limit a refund, replacement, cancellation, or other remedy that cannot legally be excluded under applicable Canadian consumer-protection law. If a mandatory legal right conflicts with this policy, that right applies.

For delivery questions before opening a claim, check your order status through order tracking and then contact us with the order number if the issue remains unresolved.