Returns are not accepted
Because of the nature of the Products and the impossibility of verifying storage conditions once material has left our control, we do not accept returns. Material that has been delivered cannot be returned to inventory or resold, and accepting it back would compromise the integrity of every lot we hold.
What we do put right
We will replace or refund, at our option, where:
(a) the Product received is not the Product ordered;
(b) the container arrived damaged, or the quantity delivered is short;
(c) the lot supplied does not meet the specification stated on its certificate of analysis; or
(d) a lot is subject to a recall notice issued by us, in which case the remedy stated in that notice applies.
How to raise a claim
Email info@veltranlabs.com within five business days of delivery with your order number, the lot number printed on the container, and photographs of the container and packaging where relevant. We will respond within one business day.
Cancellations
An order can be cancelled for a full refund at any time before dispatch. Once dispatched, an order cannot be cancelled.
Refund method and timing
Approved refunds are issued to the original payment method. Processing typically takes five to ten business days to appear on your statement, depending on your bank. Charges and refunds appear as VELTRANLABS.
Chargebacks
If something is wrong with an order, contact us first. We would rather fix it directly than through a dispute, and we resolve legitimate claims quickly.