Refund & Return Policy

We're here to make it right

We package every order carefully. If an order arrives damaged, defective, or different from what you ordered, we want to review it quickly and help with the appropriate resolution.

Because our products are intended exclusively for laboratory and research use and are sensitive in nature, all sales are final except for the covered issues described below.

How it works

1. 1. Document the issue. Take clear photos of the product, its packaging, and the shipping label as soon as you notice a problem. Please keep the item and original packaging while we review a transit-damage claim.
2. 2. Contact us within 48 hours of delivery. Email your order number, a short description of the issue, and your photos to support@strouderesearch.com.
3. 3. We review and resolve it. We'll confirm receipt, review the details, and let you know the next step. For approved claims, our usual remedy is a replacement; if a replacement is not possible, a refund may be considered.

Eligible claims

We can review a claim when it is reported within 48 hours of delivery and involves one of the following:

• An item was damaged in transit.
• An item arrived defective or compromised.
• You received the wrong item or quantity, or an item from your order is missing.

What we need from you

• Your order number.
• Clear photos showing the product and the issue.
• Photos of the outer packaging and shipping label for transit-damage claims.
• A brief description of what happened and when you noticed it.

Sending these details together lets us resolve your request with fewer follow-up emails.

Claims review and resolution

These are typical timeframes, not guarantees. If we need more information or a carrier is involved, the review may take longer; we'll keep you informed.

Not eligible

We generally cannot issue a replacement or refund in the following situations:

• A request reported more than 48 hours after delivery.
• An item that has been opened, used, altered, or combined with other materials, unless the issue was present on arrival.
• Damage caused by storage or handling after delivery.
• A request without the order details or photos needed to review it.
• A change-of-mind request or an order placed in error.

Returns and return shipping

Please do not send an item back before contacting us. Most approved claims can be resolved without a return. If a return is needed to complete an approved claim, we'll provide instructions and, where applicable, a prepaid shipping label.

A fair review

We review each request individually and use the information you provide to understand what happened and provide the right next step. Occasionally, we may ask a follow-up question or request additional photos. If a claim is not covered, we'll explain why.

Nothing in this policy limits any consumer rights that apply where you live.

Contact us

For help with an order, please contact our support team and include your order number.

You can also use our Contact page.