Refund & Returns Policy

01Overview

We want every order to arrive complete, correct, and in good condition. Because our products are sensitive research materials, we cannot accept returns of items once they have left our control, but we will make things right when an order arrives damaged, incorrect, or not at all.

02Non-returnable items

To protect the integrity of every product we ship, and because we cannot verify how materials were stored or handled after delivery, items that have been opened, unsealed, reconstituted, or tampered with cannot be returned or refunded. For the same reason, we do not resell returned products.

Unopened items are generally not returnable either, other than as described below for damaged, defective, or incorrect shipments. If you have a special circumstance, contact us before sending anything back. Returns sent without prior authorization will not be accepted or refunded.

03Damaged, defective, or incorrect items

If your order arrives damaged, with a broken seal, or with the wrong or missing items:

1. Email hello@darksidelabs.org within 7 days of delivery (as shown by carrier tracking).
2. Include your order number and clear photos of the outer packaging, the shipping label, and the affected items (showing the label, lot number, and seal).
3. Keep the items and packaging until your claim is resolved; we may ask you to return them using a prepaid label.

Once we review your claim, we will, at our discretion, ship a replacement or issue a refund for the affected items. Claims reported after 7 days, or without supporting photos, may not be eligible.

04Lost or undelivered packages

If tracking has not updated for 7 business days, or a package is marked delivered but you cannot find it, please first check with neighbors, your building’s mail room, and your local post office, then contact us at hello@darksidelabs.org with your order number.

• Lost in transit. We will open a claim or trace with the carrier. Once the carrier confirms the package is lost, we will reship your order or issue a refund, at our discretion.
• Marked delivered. Once a carrier shows a package as delivered to the address you provided, responsibility passes to you. We will help with a carrier claim where possible, and may offer a one-time courtesy reship at our discretion.
• Incorrect or incomplete address. If a package is undeliverable or returned because of an address error, we can reship once the package returns to us, at your cost for the additional shipping. If you choose a refund instead, original shipping charges are not refundable.
• Customs seizures. For any international shipment, packages delayed, refused, or seized by customs are not eligible for a refund or reship. See our Shipping Policy.

05Cancellations

You can cancel an order for a full refund any time before it ships. Email hello@darksidelabs.org with your order number as soon as possible. Many orders are dispatched the same business day, and we cannot cancel an order once it has been handed to the carrier.

We may cancel an order ourselves, for example if an item is unavailable, payment cannot be verified, or the order raises research-use or legal compliance concerns as described in our Terms of Service and Research Use Only Policy. If we cancel an order, we will refund any amount you paid.

06How refunds are issued

• Approved refunds are issued to the original payment method. We cannot refund to a different card or account.
• Refunds are typically processed within 2 business days of approval, and usually appear on your statement within 5–10 business days, depending on your bank or card issuer.
• Refunds reflect the price you actually paid, after any coupon was applied.
• Shipping charges are refunded only when the problem was caused by our error or the carrier lost the package.
• You will receive an email confirmation when your refund is issued.

07Chargebacks

Please contact us before filing a dispute or chargeback with your bank. We respond quickly, and most issues can be resolved directly with a refund or replacement.

If a chargeback is filed, we will respond to the card issuer with the relevant order records, including proof of delivery, carrier tracking, communications, and the research-use attestation you made at checkout. Filing a chargeback for an order that was delivered as described, or while a claim with us is still open, may result in the suspension of your account and refusal of future orders.

08How to request a refund or replacement

Email hello@darksidelabs.org and include:

• your order number (for example, DSL-100123) and the email address used to order;
• a short description of the problem;
• photos of the packaging and items, for damaged or incorrect items; and
• whether you would prefer a replacement or a refund (final decision at our discretion).

You can check your order status at any time from your account or on our order tracking page. Darkside Labs customer service will only discuss product logistics, order status, and documentation; never human use.