Return & Refund Policy
VaultLabs UAE return and refund policy for research supply orders — eligibility, claims process, timelines, 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 or discrepancy claims.
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
Usually not eligible
- Opened, reconstituted, or used research vials
- Buyer ordering errors or changed project requirements
- Claims based on research or analytical outcomes
- 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 of Service and Shipping Policy.
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) packaging integrity was compromised before receipt and the product cannot be qualified for laboratory use; or (5) a verified carrier loss occurred after dispatch. Claims must be reported within 48 hours of recorded delivery unless a longer window is required by applicable UAE consumer regulations.
Not eligible
Research materials are generally not returnable once a vial seal is broken or product integrity cannot be verified — this protects laboratory contamination control. We cannot accept returns based on research outcomes, institutional protocol changes, or buyer ordering errors. Custom, wholesale, or specially documented lots may carry additional restrictions stated at checkout.
Research material integrity
Lyophilized peptides and diluents must remain in documented, tamper-evident condition for return consideration. Opened, reconstituted, or temperature-compromised materials cannot be restocked and are excluded from standard return acceptance.
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.
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.