Returns Policy
Effective: May 7, 2026
The short version
Research compounds are non-returnable and non-refundable once shipped. We make exceptions only for orders we shipped incorrectly or that arrived damaged. Below are the details.
1. Why we don't accept general returns
Once a research compound has left our facility, we cannot guarantee its temperature history, handling, or storage conditions. Returning compounds to inventory would compromise the chain of custody we provide via per-batch COAs and put other researchers at risk of receiving product of unknown quality. For this reason every sale is final once shipped.
2. Order changes & cancellations (before shipping)
You can cancel or modify your order any time before it has been packed and labeled — usually within 1–2 hours of placing the order during business hours. Contact us immediately at hello@viorahealthcare.com or text +1 (954) 995-1406. Once a tracking number is generated, the order can no longer be canceled.
3. Damaged on arrival
If your package arrives with visible damage, broken vials, or otherwise compromised packaging:
- Photograph the outer carton, the inner packaging, and the affected vials before unpacking further.
- Email the photos to hello@viorahealthcare.com within 48 hours of delivery.
- We will issue a replacement at no charge — typically shipping the same business day.
4. Wrong product or quantity shipped
If we shipped the wrong compound, wrong size, or wrong quantity, contact us within 14 days. We will ship the correct product at no cost and issue a return label for the incorrect product (please do not open it). No restocking fee.
5. Items lost in transit
See our Shipping Policy, Section 6. We coordinate with the carrier and at our discretion will ship a replacement.
6. Refund processing
Approved refunds are issued to the original payment method within 5–10 business days. Bank processing time may add an additional 1–3 business days before the credit appears on your statement.
7. Quality concerns & COA disputes
Every Viora batch ships with an independent third-party COA from Polaris Analytical. If your independent testing shows results that materially diverge from the COA we provided, contact us with your test report — we will investigate, retest the lot, and refund or replace as appropriate.
8. Contact
Questions about a return: hello@viorahealthcare.com or text +1 (954) 995-1406.