Policy
Refund and replacement policy
All sales are final. A vial that arrives damaged is replaced, and a presale order can be cancelled before it ships.
All sales are final
We do not accept returns. Material that has left our custody cannot be taken back into stock: once it has been elsewhere we cannot attest to how it was held. This is the same rule as in the terms of supply, which govern every order.
Damaged vials are replaced
A damaged vial is one whose glass is cracked or broken, or whose seal has failed, when it arrives. Report it within 10 business days of delivery: email [email protected] with the order number and a photo of the vial.
We replace it. The replacement ships on the next business day after the report is acknowledged, at no charge. If we cannot replace it, we refund what was paid for that vial.
The same applies to a quantity discrepancy: if an order arrives short, report it the same way and we send what is missing.
A broken cake is not damage
Each vial holds a freeze-dried cake, the white solid at the bottom, sometimes called a puck. It is fragile by nature. In transit it often cracks, breaks into pieces, comes loose from the glass or turns to loose powder.
None of that is damage. The amount of material in the vial is the same, and the vial is still sealed under vacuum. The condition of the cake, whatever it looks like on arrival, is not a reason for a refund or a replacement.
What the cake should look like, and how to store the vial on arrival, is on the storage and handling page.
Cancelling a presale order
A presale order is for stock that ships by the date shown on the product page and at checkout. It can be cancelled for a full refund at any time before it ships: email [email protected] with the order number. If we cannot ship by the stated date, we tell you before it passes and you may cancel for a full refund.
How a refund is paid
A refund goes to the payment method used for the order where the gateway allows it. For a bank transfer or a cryptocurrency payment we arrange it with you by email. We confirm by email when it has been sent.
What is not refunded
- An order that has shipped, other than as set out above.
- The condition or appearance of the cake.
- Damage reported more than 10 business days after delivery.
- Material stored or handled other than as the storage and handling page sets out.
Frequently asked questions
Does Anhydrolabs accept returns?
No. All sales are final. Material that has left our custody cannot be taken back into stock, because we can no longer attest to how it was held.
What happens if a vial arrives damaged?
Email [email protected] with the order number and a photo within 10 business days of delivery. A damaged vial is replaced, and the replacement ships on the next business day after the report is acknowledged. If we cannot replace it, we refund what was paid for that vial.
The cake in my vial is broken or loose. Is that damage?
No. A freeze-dried cake is fragile, and it often cracks, breaks into pieces or turns to loose powder in transit. The amount of material in the vial is unchanged and the vial is still sealed, so a broken cake is not a reason for a refund or a replacement.
Can I cancel a presale order?
Yes. A presale order can be cancelled for a full refund at any time before it ships. Email [email protected] with the order number.
How is a refund paid?
To the payment method used for the order where the gateway allows it. For a bank transfer or a cryptocurrency payment we arrange the refund with you by email. We confirm by email when it has been sent.