Last Updated: September 7, 2026
By placing an order with Vertex Labs you confirm that you have read and agree to this policy, the Shipping Policy and the Terms of Research, and that you will contact our support team before initiating any payment dispute. This acknowledgment is collected at checkout and retained with your order record.
Given the nature of laboratory reference materials, Vertex Labs does not accept returns of opened or used materials. We will issue a replacement or full refund for:
To initiate a claim, contact orders@vertexlabs.shop within 7 days of the expected delivery date. Include your order number and, where applicable, photos of damaged packaging.
Refunds are processed to the original payment method within 5–10 business days of approval.
Opened vials, materials returned without prior authorization, and orders where the tracking shows successful delivery are not eligible for refund or replacement unless an exception is approved by our support team.
Orders may be cancelled before dispatch by emailing orders@vertexlabs.shop or calling (617) 885-7998 with your order number. Once an order has been dispatched, cancellation is no longer available; eligible refund and replacement requests are then governed by the Returns & Refunds section above.
Contact us first. If there is any problem with your order — a missing package, damaged materials, an incorrect item, or a charge you do not recognize — contact orders@vertexlabs.shop or (617) 885-7998 before contacting your bank, card issuer or payment provider. Nearly every issue is resolved by replacement or refund under this policy.
Pre-dispute resolution period. By placing an order you agree to notify Vertex Labs of any issue and allow us five (5) business days to resolve it before initiating a chargeback, payment reversal or dispute with your bank, card issuer or payment provider.
Acknowledgment at checkout. Every order requires the buyer to confirm that they have read and agree to this policy, the Shipping Policy and the Terms of Research. That acknowledgment, together with the order record, payment confirmation and carrier delivery confirmation, is retained as evidence of the transaction.
A dispute opened without first giving Vertex Labs the opportunity to resolve the issue is a breach of this policy. We will contest such disputes with the order record, the checkout acknowledgment and delivery confirmation, and we may decline future orders from the account, address or payment method involved.
Duplicate claims. If a refund or replacement has already been issued for an order, any subsequent chargeback on the same order is a duplicate claim and will be contested.
Fraudulent disputes. Disputes made in order to obtain materials without paying for them may be reported to the payment network and to the relevant authorities.
For refund, return or dispute questions: orders@vertexlabs.shop or call (617) 885-7998