Refunds & Returns

You're Covered

Every Trinity Research order is protected in three ways: a money-back quality guarantee on the material itself, 30-day returns on unopened and unused items, and free replacement for anything damaged in transit. If something isn’t right, contact us with your order number and we will make it right.

Money-Back Quality Guarantee

Each order ships with the lot-specific Certificate of Analysis (COA) for that lot. If the material you received does not match its COA for identity or purity, contact us within 30 days of delivery and we will replace it or refund it in full. Please include your order number and the lot number from the vial label. We may ask for photos or supporting documentation so that we can locate the lot and investigate, and we will keep the process as simple as we can.

30-Day Returns (Unopened and Unused)

Ordered more than you need? Unopened, unused items in their original sealed condition can be returned within 30 days of delivery for a refund of the product price.

Contact us with your order number to get return instructions before sending anything back.
Items must be unopened, unused and still sealed. If the seal is intact, the item is eligible.
Refunds are issued to your original payment method once the return has been received and inspected, typically within [5–7] business days.
Return postage is the purchaser’s responsibility unless the return is due to our error. Original shipping charges are not refundable.

Opened or unsealed items are not returnable. Once a shipment has left our facility, we cannot re-verify its chain of custody, so opened material cannot go back into inventory. If the problem with an opened item is quality, that is what the quality guarantee above is for.

Damaged in Transit

If a shipment arrives damaged (for example, a broken vial or a crushed carton), contact us within 48 hours of delivery with:

Your order number
Photos of the outer carton and the damaged contents
Photos of any intact packing materials

We will ship a replacement at no cost once the damage is verified.

Order Cancellation

Orders can be cancelled for a full refund at any time before they enter processing. Once an order has been dispatched, please use the returns process above instead.

Lost or Undelivered Packages

If tracking shows a package as lost, contact us and we will investigate with the carrier. Packages marked as delivered by the carrier but not received by the buyer are the buyer’s responsibility unless signature confirmation was active. See our Shipping Policy for details.

Research Use Only

Products are supplied solely to qualified purchasers for laboratory research use. Purchasers remain responsible for confirming lawful acquisition, handling and research-only use. Returns and guarantee claims do not change those obligations. Please see our Research Use Policy.

Payment Disputes

Because of the guarantee above, there should rarely be a reason to dispute a charge. Please contact us first and we will resolve the issue faster than a payment dispute can. Unfounded disputes or chargebacks may result in account suspension.