Refund policy

 

Last updated: 13 May 2026

This Refund Policy explains how refunds, returns, replacements, cancellations, damaged parcels, missing orders, and related issues are handled by Verified Vials, a trading name of RKCKMJ LTD.

Verified Vials supplies products strictly for laboratory research use only. Our products are not intended for human consumption, veterinary use, cosmetic use, diagnostic use, medical use, therapeutic use, supplementation, wellness use, performance enhancement, personal use, or administration to humans or animals.

Due to the specialised, sealed, temperature-sensitive, and integrity-sensitive nature of our laboratory research materials, including the risk of deterioration, degradation, contamination, or compromised chain of custody after delivery, Verified Vials does not accept routine returns or change-of-mind returns after delivery. Once a product has been delivered, we cannot independently verify storage conditions, temperature exposure, handling, contamination risk, or chain of custody.

Refunds, returns, or replacements will only be considered where a product is confirmed by Verified Vials to be faulty on arrival, damaged in transit, incorrect, not as described, lost before delivery, or where a remedy is required by applicable law.

Nothing in this policy limits any rights or remedies that cannot be excluded under applicable law.

 

 

1. Who We Are

Trading name: Verified Vials
 Legal entity: RKCKMJ LTD
 Company number: NI731628
 Registered office: Unit 1, 232-240 Belmont Road, Belfast, Northern Ireland, BT4 2AW
 Email: support@verifiedvials.com

For all refund, return, cancellation, damaged parcel, missing order, or product issue enquiries, please contact:

support@verifiedvials.com

Please include your order number, full name, delivery address, and a clear description of the issue.

 

 

2. Research-Use-Only Products

All products supplied by Verified Vials are intended strictly for laboratory research use only.

By purchasing from Verified Vials, you acknowledge that products are supplied as specialised research materials and must be handled, stored, and used only in accordance with appropriate laboratory procedures, applicable laws, product documentation, and safety requirements.

Products must not be used for:

  • human consumption

  • veterinary use

  • cosmetic use

  • diagnostic use

  • medical use

  • therapeutic use

  • supplementation

  • wellness use

  • performance enhancement

  • personal use

  • administration to humans or animals

Refunds, returns, or replacements will not be provided where an issue arises from prohibited use, misuse, improper storage, incorrect handling, contamination after delivery, reconstitution, unauthorised alteration, or use outside the product’s intended laboratory research purpose.

 

 

3. Temperature-Sensitive and Non-Returnable Products

Verified Vials products are specialised laboratory research materials whose quality, integrity, stability, or suitability may be affected by temperature exposure, moisture, contamination, handling, storage conditions, or compromised chain of custody.

Once an order has been delivered, Verified Vials cannot independently verify whether the product has been:

  • stored correctly

  • refrigerated or frozen where required

  • exposed to heat

  • exposed to moisture

  • left at room temperature for an unsuitable period

  • opened or tampered with

  • contaminated

  • reconstituted

  • altered

  • handled outside appropriate laboratory conditions

For this reason, we do not accept returns after delivery for change of mind, incorrect product selection, products no longer required, or any reason where storage conditions, temperature exposure, product integrity, or chain of custody cannot be independently verified.

Returned products cannot normally be resold or reused due to quality, safety, contamination, temperature-control, and chain-of-custody concerns.

 

 

4. No Change-of-Mind Returns

Verified Vials does not accept returns or issue refunds for:

  • change of mind

  • incorrect product selection

  • products no longer required

  • accidental orders

  • duplicate orders, once dispatched

  • customer misunderstanding of product purpose

  • customer expectation of medical, dosage, administration, cosmetic, therapeutic, veterinary, or personal-use guidance

  • research outcomes not meeting customer expectations

  • products ordered for a prohibited or unsupported purpose

Customers are responsible for ensuring that the product ordered is correct before placing an order.

 

 

5. Order Cancellations Before Dispatch

You may request cancellation of an order before it has been dispatched.

To request cancellation, contact:

support@verifiedvials.com

A cancellation request is not guaranteed until confirmed by Verified Vials.

If your order has not yet been processed, packed, dispatched, handed to a courier, or otherwise entered fulfilment, we may cancel the order and issue a refund to the original payment method.

If your order has already been processed, packed, dispatched, handed to a courier, or otherwise entered fulfilment, cancellation may no longer be possible.

 

 

6. Faulty, Damaged, Incorrect, or Not-as-Described Products

If you believe your order has arrived faulty, damaged, incorrect, or not as described, contact us as soon as possible at:

support@verifiedvials.com

Please include:

  • your order number

  • product name

  • batch number, where applicable

  • clear photographs of the product

  • photographs of the outer packaging

  • photographs of the inner packaging

  • photographs of any damage, leakage, broken seal, incorrect item, or visible issue

  • a photograph of the courier label

  • a description of the issue

  • details of when the issue was discovered

  • confirmation of how the product was stored immediately after delivery

For visible transit damage, incorrect items, leakage, broken vials, missing items, or damaged packaging, please notify us as soon as possible and preferably within 48 hours of delivery.

Delayed reporting may limit our ability to verify the issue, investigate with the courier, or determine whether the issue occurred before or after delivery.

Do not dispose of the product, vial, label, packaging, courier label, or related materials unless we ask you to do so. We may need this evidence to investigate the issue.

Where a product is confirmed by Verified Vials to be faulty on arrival, damaged in transit, incorrect, or not as described, we will provide an appropriate remedy. This may include:

  • replacement

  • refund

  • partial refund

  • corrected documentation

  • another remedy required by applicable law

The remedy offered will depend on the nature of the issue, the evidence available, product type, stock availability, courier findings, legal requirements, and whether the product issue can be verified.

 

 

7. Inspection and Evidence Requirements

Verified Vials may require evidence before approving any refund, replacement, or return.

This may include:

  • photographs

  • video evidence

  • batch information

  • order confirmation

  • courier tracking details

  • packaging photographs

  • delivery photographs

  • storage information

  • written description of the issue

  • return of the product for inspection, where appropriate

Because our products are temperature-sensitive research materials, we may refuse a refund, return, or replacement where the issue cannot be verified or where storage conditions, handling, or chain of custody after delivery are unclear.

A refund or replacement request may be refused where the customer has opened, altered, reconstituted, contaminated, mishandled, improperly stored, disposed of, or failed to preserve the product or packaging needed for investigation.

 

 

8. When a Product Is Not Considered Faulty

A product will not normally be considered faulty, damaged, or not as described solely because:

  • the research outcome is not what you expected

  • the product is unsuitable for an undisclosed or prohibited purpose

  • the product was selected incorrectly by the customer

  • the product was stored incorrectly after delivery

  • the product was handled improperly after delivery

  • the product was exposed to unsuitable temperature conditions after delivery

  • the product was opened, reconstituted, contaminated, or altered after delivery

  • the product was used outside appropriate laboratory research conditions

  • the product was used or intended for any prohibited purpose

  • the vial contents appear visually minimal due to lyophilisation or low material volume

  • the customer expected medical, dosage, administration, veterinary, cosmetic, therapeutic, or personal-use guidance

Many research peptides are supplied in lyophilised form. The contents of a vial may appear minimal, settled, or difficult to see. This does not necessarily mean the vial is empty or defective.

Customers should refer to the product label, product page, Certificate of Analysis, Safety Data Sheet, and any product-specific documentation provided.

 

 

9. Missing Orders and Lost Parcels

If your order has not arrived within the expected delivery timeframe, please contact us at:

support@verifiedvials.com

We will review the tracking information and may open an investigation with the courier.

Where a parcel is confirmed as lost in transit before delivery, we may provide a replacement, refund, or another appropriate remedy depending on the circumstances.

If tracking shows that a parcel has been delivered, but you claim not to have received it, we may require additional information so that the courier can investigate. The outcome will depend on the courier investigation, delivery evidence, tracking information, GPS data where available, delivery photograph where available, signature where available, and any other relevant evidence.

Verified Vials is not responsible for loss, delay, failed delivery, or non-receipt caused by incorrect customer information, refusal of delivery, failure to collect, failure to respond to courier contact, or delivery restrictions at the destination.

 

 

10. Incorrect Address or Failed Delivery

Customers are responsible for providing complete and accurate delivery information at checkout.

Verified Vials is not responsible for loss, delay, failed delivery, return, or non-delivery caused by:

  • incorrect address details

  • incomplete address details

  • incorrect postcode

  • missing business name, where applicable

  • unavailable recipient

  • refusal of delivery

  • failure to collect from a depot or pickup location

  • failure to respond to courier contact

  • inaccessible delivery location

  • delivery restrictions at the destination

If an order is returned to us due to incorrect address details, failed delivery, non-collection, or refusal of delivery, we may, at our discretion, offer re-dispatch once additional shipping costs are paid.

Refunds may be refused or reduced where failed delivery was caused by customer error, refusal, non-collection, or failure to comply with courier requirements.

 

 

11. Delivery Delays

Delivery timeframes are estimates unless expressly stated otherwise.

Verified Vials is not responsible for courier delays, postal delays, customs delays, weather disruption, strikes, operational disruption, local delivery issues, or events outside our reasonable control.

A delay in delivery does not automatically entitle you to a refund, cancellation, or replacement unless required by applicable law.

Where a delay may affect product integrity, we will review the circumstances, product type, dispatch conditions, tracking history, and available evidence before determining whether any remedy is appropriate.

Nothing in this section limits any rights you may have where delivery is not completed within a legally required or expressly agreed timeframe.

 

 

12. International Orders, Customs, and Import Restrictions

Customers outside the United Kingdom are responsible for ensuring that products can be lawfully imported, possessed, handled, stored, and used in their destination country.

Verified Vials is not responsible for:

  • customs delays

  • customs refusal

  • border inspections

  • seizure

  • destruction

  • import restrictions

  • local regulatory restrictions

  • unpaid customs charges

  • import VAT

  • duties

  • brokerage fees

  • storage fees

  • returned international parcels

  • delays caused by customs or border agencies

We do not guarantee that any product can be imported into any specific country.

Refunds will not normally be issued where an order is delayed, refused, seized, destroyed, returned, or held by customs, border agencies, or local authorities due to import restrictions, customer failure to comply with local requirements, unpaid duties, unpaid taxes, or other destination-country issues.

If an international parcel is returned to us by a courier or customs authority, any refund or re-dispatch will be assessed at our discretion and may be reduced by shipping costs, return costs, customs charges, handling costs, payment processing fees, and any loss in product value caused by delay, storage conditions, or compromised chain of custody.

 

 

13. Returns Process

You must contact Verified Vials before returning any product.

To request a return, email:

support@verifiedvials.com

Please include:

  • order number

  • full name

  • delivery address

  • product name

  • batch number, where applicable

  • reason for return request

  • photographs, where relevant

  • any supporting information requested by Verified Vials

Do not send products back without written return authorisation.

If we approve a return, we will provide return instructions. Returns must be sent using a tracked delivery service.

Products returned without authorisation may be refused, delayed, or returned to the sender.

Approval to send a product back for inspection does not guarantee that a refund, replacement, or other remedy will be issued.

 

 

14. Return Address

Returns must only be sent after your return request has been approved in writing.

Return address:
 Verified Vials / RKCKMJ LTD
 Unit 1, 232-240 Belmont Road
 Belfast
 Northern Ireland
 BT4 2AW

 

 

15. Return Shipping Costs

Where a return is due to a confirmed faulty, damaged, incorrect, or not-as-described product, Verified Vials will cover reasonable return shipping costs where required by applicable law or where agreed by us in writing.

For any authorised return not caused by Verified Vials, the customer is responsible for return shipping costs.

We recommend using a tracked and insured delivery service. Verified Vials is not responsible for returned parcels that are lost, delayed, damaged, or incorrectly delivered by the return courier.

 

 

16. Refund Timing and Payment Method

Where a refund is approved, it will be issued to the original payment method used for the order.

We do not normally issue refunds to a different card, bank account, person, or payment method.

Refunds will be processed within a reasonable period after approval and, where applicable, after we have received and inspected the returned product or received satisfactory evidence.

Your payment provider, bank, card issuer, or payment platform may take additional time to make the refunded amount available to you.

Verified Vials is not responsible for delays caused by payment providers, banks, card issuers, or payment platforms after we have processed the refund.

 

 

17. Delivery Charges

Where a refund is required under applicable law, we will refund delivery charges where required.

If you selected a premium, express, enhanced, or non-standard delivery option, we may only refund the cost of standard delivery where permitted by law.

Delivery charges will not normally be refunded where an order is returned, delayed, or undelivered due to:

  • customer error

  • incorrect address

  • failed delivery

  • refusal of delivery

  • non-collection

  • customs issues

  • unpaid duties

  • unpaid taxes

  • import restrictions

  • circumstances outside our control

 

 

18. Partial Refunds

We may issue a partial refund where appropriate, including where:

  • only part of an order is affected

  • some items are missing, incorrect, or damaged

  • a returned item is not in its original condition

  • packaging, seals, labels, or documentation are missing or damaged

  • shipping, customs, payment, handling, or return costs need to be deducted where permitted

  • the product value has been reduced due to handling, delay, storage issues, contamination risk, or compromised chain of custody

Nothing in this section limits any rights that cannot be excluded under applicable law.

 

 

19. Product Documentation Issues

If you believe product documentation is missing, incorrect, or incomplete, contact us at:

support@verifiedvials.com

This may include enquiries relating to:

  • Certificate of Analysis

  • Safety Data Sheet

  • batch information

  • product label

  • storage information

  • order documentation

Where appropriate, we may provide corrected or additional documentation.

A documentation request does not automatically require a product return, refund, or replacement unless the product is confirmed to be incorrect, faulty, not as described, or otherwise subject to a remedy under applicable law.

 

 

20. No Medical, Dosing, or Personal-Use Support

Verified Vials does not provide medical advice, dosage guidance, administration guidance, injection guidance, treatment advice, veterinary advice, cosmetic-use advice, or personal-use advice.

Refunds will not be provided because a customer expected or requested guidance relating to human use, animal use, cosmetic use, therapeutic use, dosage, administration, or personal use.

Any enquiry suggesting intended use outside laboratory research may result in refusal, cancellation, restriction, or termination of the order or account.

 

 

21. Refusal of Refunds, Returns, or Replacements

We may refuse a refund, return, replacement, or cancellation request where:

  • the product was used or intended for a prohibited purpose

  • the product was opened, unsealed, reconstituted, contaminated, altered, or mishandled

  • the product was stored incorrectly after delivery

  • the product was exposed to unsuitable temperature conditions after delivery

  • the product was damaged after delivery

  • the issue resulted from customer error

  • the product was ordered incorrectly

  • the product is no longer required

  • the customer changed their mind

  • the product was returned without authorisation

  • the product was returned without tracking

  • the returned product cannot be verified

  • chain of custody has been compromised

  • storage conditions after delivery cannot be verified

  • the customer failed to provide requested evidence

  • the customer disposed of the product before investigation

  • the order was affected by customs refusal, seizure, unpaid duties, unpaid taxes, or import restrictions

  • the claim relates to prohibited human, veterinary, cosmetic, medical, therapeutic, supplement, wellness, performance, or personal use

Nothing in this policy limits any rights that cannot be excluded under applicable law.

 

 

22. Chargebacks and Payment Disputes

If you have an issue with an order, please contact us first at:

support@verifiedvials.com

We will review the issue and attempt to resolve it in accordance with this policy.

Where a chargeback or payment dispute is raised, we may provide order records, tracking information, customer communications, product documentation, delivery evidence, refund history, and compliance records to the relevant payment provider, card network, bank, or dispute handler.

 

 

23. Our Right to Cancel or Refuse Orders

Verified Vials may cancel, refuse, restrict, or refund an order where we reasonably believe that:

  • the order may breach our research-use-only policy

  • the product may be used for a prohibited purpose

  • the customer has requested medical, dosage, administration, therapeutic, cosmetic, veterinary, or personal-use guidance

  • the order presents a fraud, payment, compliance, legal, shipping, or regulatory risk

  • the product cannot be shipped to the destination

  • stock is unavailable

  • payment cannot be verified

  • customer information is incomplete or inaccurate

  • dispatch would be unlawful, unsafe, or commercially unreasonable

Where we cancel an order before dispatch, we will normally refund the amount paid to the original payment method, unless we are legally required or permitted to take another action.

 

 

24. Changes to This Policy

We may update this Refund Policy from time to time.

When we make changes, we will update the “Last updated” date at the top of this page.

The version of the Refund Policy that applies to your order will normally be the version in effect at the time the order was placed, unless a change is required by applicable law.

 

 

25. Contact Us

For refund, return, cancellation, damaged parcel, missing order, or product issue enquiries, contact:

Verified Vials
 Legal entity: RKCKMJ LTD
 Company number: NI731628
 Registered office: Unit 1, 232-240 Belmont Road, Belfast, Northern Ireland, BT4 2AW
 Email: support@verifiedvials.com