Return & Refund Policy
VaultLabs UAE return and refund policy for research supply orders — eligibility, opened materials, cold-chain handling, transit claims, and official policy URL. Clear eligibility, a simple claims process, and transparent timelines — aligned with VaultLabs research-only supply standards.
Official policy URL
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Primary URL
https://www.vaultlabs.shop/legal/refunds
Short alias
https://www.vaultlabs.shop/refund-policy
Report window
48 hours
Contact us within 48 hours of delivery for damage, discrepancy, or transit issues.
Claim review
2–3 days
Most eligible cases reviewed within 2–3 UAE business days.
Refund settlement
5–10 days
Approved refunds return to the original payment method after processing.
Support hours
Sun–Thu
Sun–Thu, 10:00–18:00 GST · support@vaultlabs.shop
How it works
Claims process
Follow these steps for the fastest resolution. Keep packaging materials until your case is closed.
- 1
Gather your order details
Have your order number, delivery date, and photos ready. Use the track order page if you need your reference.
Track order - 2
Contact VaultLabs support
Email support@vaultlabs.shop with your order ID and a clear description of the issue. For damage claims, include packaging and product photos.
Contact support - 3
Case review
Our team verifies shipment records, batch documentation, and claim details. We may request additional photos or lot information.
- 4
Resolution
Approved refunds are issued to the original payment method. Replacements or reships are arranged when stock and claim type allow.
Usually eligible
- Transit damage reported within 48 hours with photos
- Wrong SKU or quantity shipped
- Missing items verified against dispatch record
- Tamper-evident seal compromised before receipt
- Verified carrier loss after dispatch
- Temperature-sensitive transit failure documented within 48 hours
Usually not eligible
- Opened, reconstituted, or used research vials
- Buyer ordering errors or changed project requirements
- Claims based on research or analytical outcomes
- Improper storage after confirmed delivery
- Materials that fail institutional qualification after receipt
Full policy
Policy details
Overview
VaultLabs supplies reference-grade research materials for in vitro laboratory use across the UAE. This policy explains when returns, replacements, or refunds may apply — and how to start a claim. By placing an order you agree to these terms alongside our Terms & Conditions (including Terms of Sale) and Shipping Policy.
Statutory UAE consumer rights
Nothing in this policy removes or limits rights that cannot be excluded under UAE Federal Law No. 15 of 2020 on Consumer Protection and related regulations. Where you qualify as a consumer under UAE law, mandatory remedies may apply regardless of the research-use nature of materials. Business (B2B) institutional buyers may have different remedies — contact us for contract terms.
Eligible for return or refund
We may approve a return, replacement, or refund when: (1) items arrive materially damaged in transit; (2) the wrong SKU or quantity was fulfilled; (3) items are missing from the shipment; (4) tamper-evident seals were compromised before receipt and the product cannot be qualified for laboratory use; (5) a verified carrier loss occurred after dispatch; or (6) a temperature-sensitive shipment shows clear transit handling failure reported within 48 hours with supporting photos. Claims must be reported within 48 hours of recorded delivery unless a longer window is required by applicable UAE consumer regulations.
Reporting window
Contact support within 48 hours of recorded delivery for damage, discrepancy, temperature concern, or transit issues. Late reports may limit our ability to verify carrier or packaging condition.
Latent defects after 48 hours
If a defect not discoverable on reasonable inspection at delivery becomes apparent later, contact us promptly with evidence. We assess each case against dispatch records, COA data, storage history, and applicable UAE law.
Cancellation before dispatch
You may request cancellation before the order is released to the courier. Eligible amounts are refunded to the original payment method within 5–10 business days after approval, minus non-refundable payment processing costs where permitted by law.
Cancelled verification orders
If VaultLabs cancels an order because research use cannot be verified, eligible product and delivery charges are refunded unless partial fulfilment occurred.
Consumer versus B2B
Consumer buyers in the UAE may have statutory rights to repair, replacement, or refund for defective products. Institutional B2B buyers are expected to perform incoming qualification; written contract terms may apply for standing supply.
Not eligible
Research materials are generally not returnable once a vial seal is broken, a product is reconstituted, integrity is compromised, or laboratory contamination control cannot be verified. We cannot accept returns based on research outcomes, institutional protocol changes, buyer ordering errors, or improper post-delivery storage. Custom, wholesale, or specially documented lots may carry additional restrictions stated at checkout.
Opened products
Opened, pierced, reconstituted, or partially used vials and bottles cannot be restocked. This protects laboratory contamination control and is standard for research peptide and diluent supply. If you break a seal during incoming inspection, document the condition immediately when raising a claim.
Temperature-sensitive items
Lyophilized peptides and certain formats may ship with insulated packaging and gel packs where applicable — not a validated end-to-end cold chain. UAE ambient temperatures and carrier transit times vary. Report temperature concerns within 48 hours with photos of outer packaging, insulation, and product labels. VaultLabs is not responsible for degradation caused by improper storage after confirmed delivery.
Damaged shipments
Transit damage claims require clear photos of the shipment exterior, inner packaging, labels, and affected units. Do not discard shipping materials until review is complete. Cosmetic label scuffs alone may not qualify unless product integrity is affected.
Incorrect products
If the SKU, quantity, or batch dispatched does not match your paid order record, contact us promptly. We verify against pick logs and dispatch documentation before approving replacement or refund.
Lost shipments
If tracking shows non-delivery or the carrier confirms loss, contact support with your order reference. We trace carrier and warehouse records. Verified losses are resolved under this policy.
Research material handling
Buyers must inspect deliveries promptly and store materials per product labels and published storage guidance. Claims based on analytical results, study performance, or buyer handling errors are excluded. Materials must remain in documented, tamper-evident condition for return consideration.
Refund processing
Approved refunds are processed to the original payment method where possible. Card and wallet settlements typically appear within 5–10 business days depending on your bank. Partial refunds may apply when only part of an order is affected. VAT treatment follows UAE rules for the refunded line items.
Return address and authorization
Returns are accepted only when pre-authorised by VaultLabs with a Return Merchandise Authorisation (RMA) reference. Do not ship materials back without authorization. Authorized returns ship to the return address stated in your RMA email (registered UAE fulfilment address on file).
Policy version
Policy version 2.0 · Effective 2026-01-01 · Last updated 2026-08-06. Previous versions available on request.
Replacements & reships
When stock is available, we may offer a replacement shipment instead of a refund for verified fulfillment errors or transit damage. Reships use the same documentation and packaging standards as original orders.
FAQ
Common questions
Need help with an order?
Our team is here to review your claim
Email support@vaultlabs.shop with your order reference. Include photos for damage claims. Response times are fastest during Sun–Thu, 10:00–18:00 GST.
VaultLabs supplies research materials strictly for in vitro laboratory research and analytical testing. Products are not intended for human or animal consumption. VaultLabs does not provide dosage, administration, medical, or protocol guidance.