Refund Policy

Our approach to returns, replacements, and order disputes.

Our Commitment

QRM’s goal is simple: every customer should receive exactly what they ordered, in perfect condition, without delay. We stand behind our products and our process. If something goes wrong, we want to know about it, and we want to make it right.

Due to the regulated and perishable nature of research chemicals, all sales are generally final. We do not accept unsolicited returns or exchanges. All requests are handled individually by contacting our support team, who will assess your situation and work toward a fair resolution.

How to Contact Us

All return, refund, and dispute inquiries should be directed to:
support@qualityresearchmolecules.com

When you contact us, please include your order number, the email address used to place the order, a clear description of the issue, any relevant photographs, and what resolution you are seeking. We aim to respond within one to two business days.

Before submitting a claim, we ask that you verify your order confirmation, review your shipment’s tracking history, inspect the product against the COA on our site, and allow one additional business day if delivery was recently confirmed.

When We Will Act

QRM will review and, where appropriate, offer a remedy for the following situations:

• Product arrives damaged or defective due to a manufacturing or packaging issue

• Wrong item shipped: wrong compound, quantity, or concentration

• Purity does not match the published Certificate of Analysis, supported by independent analytical testing

• Order lost in transit, confirmed by carrier investigation

For all other concerns (billing discrepancies, promotional issues, delivery timing, or anything else) contact us. We would rather have the conversation than have a customer feel unsupported.

Damaged or Defective Products

If a product arrives with a condition suggesting a manufacturing or packaging defect (compromised seal, visible contamination, incorrect fill) document it with photographs before handling the product further and contact us promptly.

Claims must be submitted within 72 hours of the carrier’s confirmed delivery timestamp. Include clear, unaltered photographs of the outer packaging, inner packaging, product label, and tamper-evident seal. Please retain all packaging until the matter is fully resolved; disposal before resolution may limit our ability to investigate.

Note: damage caused by the carrier during transit is subject to our FOB Origin shipping terms. QRM will provide documentation to support a carrier claim upon request, but we do not issue refunds or replacements for transit damage.

Wrong Item Shipped

If you receive a product that does not match what you ordered, contact us within 72 hours of delivery. Fulfillment errors are rare but taken seriously. Where confirmed, QRM will arrange a remedy at no cost to you.

Purity Disputes

QRM guarantees the purity levels stated on each product’s Certificate of Analysis. If independent analytical testing produces results that materially differ from the published COA, please contact us with your full test results, methodology, and instrument details. We take purity disputes seriously and will engage with the evidence in good faith.

Lost in Transit

If your tracking information has not updated for an extended period, or if the carrier has confirmed a loss, contact us at support@qualityresearchmolecules.com with your order number and tracking details. QRM will open a carrier investigation and assess next steps based on the outcome. Resolution for lost-in-transit claims is determined case by case.

What We Won't Refund

The following circumstances fall outside the scope of this policy and will not result in a refund, replacement, or other remedy:

• Change of mind, buyer’s remorse, or no longer needing the product

• Product ordered in error by the customer

• Degradation caused by improper storage, handling, or use after delivery

• Research outcomes or experimental results that did not meet expectations

• Transit delays that did not result in loss or damage to the product

• Claims submitted after a reasonable period has elapsed and the issue cannot be verified

Chargebacks

We ask that you contact us before initiating any payment dispute or chargeback with your bank or card issuer. A chargeback is designed as a last resort. We are a responsive business that takes every order personally, and direct communication resolves the overwhelming majority of concerns.

Before filing a dispute, contact us at support@qualityresearchmolecules.com, describe the issue clearly, and allow us two to five business days to investigate and respond. Chargebacks initiated without prior contact, or in bad faith after a resolution has been offered, are a breach of our Terms and Conditions and may result in account termination and recovery of associated fees.

Undeliverable Packages

If your package is returned to QRM due to an incorrect address, repeated failed delivery attempts, or refusal of delivery, we will notify you by email.

You may request re-shipment at your expense. If no response is received within 14 days, QRM reserves the right to cancel the order and issue a refund less original shipping and a restocking fee not exceeding 25% of the product value.

Remedies Available

Where QRM agrees a remedy is appropriate, options include:

• Replacement shipment, subject to product availability

• Full or partial refund to the original payment method

• Store credit, with your agreement

• Documentation to support a carrier claim for transit-related losses

The remedy offered is determined by QRM based on the specific circumstances of each case. Where a remedy is provided or offered, it is the sole and exclusive remedy for that claim.

Full Legal Document

A comprehensive version of this policy is available in full legal form upon request. Contact us at support@qualityresearchmolecules.com for the complete document.