Returns, Refunds and Reshipment Policy

Version updated on: 21 June 2026

This Policy governs return, refund, store credit, one-time reshipment, missing item, damaged item, failed delivery, returned-to-sender, tracking-stall, lost parcel, customs, and shipment-support requests.

1. General Rule

Because the Goods are specialized research-use-only materials, general discretionary returns, exchanges, refunds, refused parcels, and unauthorized returned parcels are not accepted unless required by mandatory law or expressly approved by Adria Science in writing before return.

Do not return, refuse, redirect, or send back any parcel without written instructions from Adria Science. Repeated shipment, uncontrolled return transport, temperature variation, damaged packaging, opened seals, or unknown handling can damage, compromise, contaminate, or devalue the Goods. If a customer returns Goods without instructions, the customer is responsible for resulting loss, damage, cost, refusal, destruction, or non-refund to the fullest extent permitted by law.

2. Refund Requests

A refund means reimbursement of the purchase price of the Goods, part of the purchase price, and, where applicable, eligible delivery costs. A refund may be granted only in the following circumstances:

• where Adria Science expressly agrees with the customer in writing, for example through customer support;
• where the refund arises from a confirmed complaint or defect procedure;
• where the customer validly withdraws from the contract and Adria Science is required by mandatory law to reimburse the purchase price and, where applicable, eligible delivery costs;
• where Goods cannot be delivered for reasons attributable to Adria Science and no lawful replacement, reshipment, store credit, or other agreed remedy applies;
• where Goods are returned for reasons on the customer's side and Adria Science decides that a refund is appropriate after deducting eligible delivery, return, storage, customs, administrative, carrier, handling, destruction, and other related costs;
• in any other case expressly arising under these Terms, this Policy, another published policy, or mandatory applicable law.

Important: The submission of a refund request does not itself create entitlement to a refund. Refunds are reviewed according to the order facts, evidence, shipping protection status where applicable, customer compliance with delivery conditions, product condition, carrier records, authority records, these Policies, and mandatory law.

3. Mandatory Delivery and Evidence Conditions

The reshipment, refund, store credit, and compensation rules do not apply if the customer fails to meet the order fulfilment and delivery conditions. If even one required condition is not met, Adria Science may deny free reshipment, refund, store credit, or compensation to the fullest extent permitted by law.

• Full real name: The recipient name must be complete and real. Incorrect, incomplete, false, or inconsistent names can prevent delivery.
• Correct address: The delivery address must be complete, accurate, spelled correctly, and capable of receiving parcels.
• Reachable phone number: The phone number must include the correct country code and must be reachable by the carrier.
• Availability: The recipient must be available to receive or collect the parcel. Missed delivery caused by absence, travel, vacation, or non-response does not qualify for free reshipment or refund.
• Tracking duty: The customer must monitor tracking and act promptly while the parcel is still in the delivery country.
• First-opening video: Missing item claims require one continuous, clear video showing the unopened parcel, visible label where possible, and first opening of the parcel and contents.
• No post-dispatch redirection: Address changes, parcel redirection, or carrier rerouting after dispatch are entirely at the customer's risk.
• Evidence cooperation: The customer must provide photos, videos, carrier responses, official authority notices, written explanations, and other evidence reasonably requested by Adria Science.

4. One Free Reshipment Limit

Only one free reshipment may be provided for an eligible order. If an issue occurs again after the free reshipment, Adria Science is not obliged to cover the full cost of another shipment. A further solution, if any, is discretionary unless mandatory law requires otherwise.

5. Returned To Sender

If a parcel is returned to sender and all delivery conditions were met, Adria Science may provide one free reshipment or issue store credit equal to the eligible order value. Cash refund is not automatic unless mandatory law requires it or Adria Science expressly agrees in writing.

If any required delivery condition was not met, Adria Science may, at its discretion, reship after the customer pays a new shipping fee, issue store credit after deductions, or refuse the request. Deductions may include original shipping, return shipping, storage, customs, administrative, carrier, handling, destruction, payment, and related costs.

6. Tracking Stopped Updating

If tracking has not updated for more than one week, contact support so Adria Science can request a logistics investigation from the carrier or logistics partner. A stalled tracking page does not automatically mean the parcel is lost.

If the carrier confirms that the parcel is lost, damaged, or undeliverable and the customer complied with all delivery conditions, Adria Science may provide one free reshipment or store credit equal to the eligible order value.

If the carrier does not respond after investigation and 40 days have passed since the last tracking update, the parcel may be treated as lost for support purposes. If tracking stopped after customer redirection or address change, the risk remains with the customer.

7. Lost Parcel

A parcel may be treated as lost only when tracking does not show delivered and there have been no tracking updates for more than 40 days. If tracking shows delivered, the parcel is not automatically treated as lost.

Before contacting support about a delivered-but-not-received parcel, the customer must check the mailbox, building entrance, parcel shelf, lobby, porch, stairs, garage, garden area, parcel locker, reception, concierge, security, household members, neighbors, building management, and any common drop-off point, then contact the carrier directly using the details on the tracking page.

After completing those steps, the customer must send Adria Science a short list of actions taken and the carrier's official response.

8. Customs Hold, Seizure, or Non-Release

If customs or another public authority holds, questions, refuses, seizes, destroys, or does not release a parcel, the customer must act lawfully and truthfully and must provide Adria Science with official documentation from the authority or carrier.

Where official documentation confirms a customs seizure, hold, non-release, or destruction event and the customer complied with all delivery, evidence, import, and destination-law obligations, Adria Science may offer one free reshipment to updated delivery details where lawful and logistically possible, or store credit equal to the eligible order value. Shipping protection status may affect the remedy offered.

Customs, import, possession, destination legality, permits, duties, taxes, declarations, and authority communication remain the customer's responsibility as stated in the Shipping Policy and Terms and Conditions.

9. Missing Products

Missing product claims require a continuous first-opening video. The video must clearly show the unopened parcel, shipping label where visible, the first opening, all inner packaging, and all contents. The video must not be edited, interrupted, restarted, or filmed after the parcel has already been opened.

Without a valid first-opening video, Adria Science may deny refund, reshipment, store credit, or compensation for missing products. If the claim is confirmed, Adria Science may reship the missing item or issue store credit equal to the eligible missing item value.

10. Damaged Parcel or Damaged Products

If a parcel or product arrives damaged, contact support without undue delay and provide photos of the outer packaging with labels visible, photos of all items inside the box, close-up photos of damage, a short description of the issue, and a first-opening video where available or requested.

If the product is confirmed damaged and unusable, Adria Science may reship the damaged item for free, issue store credit equal to the eligible item value, or provide another remedy required by mandatory law.

11. Defective Goods

Defect claims are reviewed under the Terms and Conditions and this Policy. Adria Science may request photos, batch details, COA details, packaging photos, storage information, handling information, return of the Goods, disposal confirmation, carrier records, or other evidence needed to verify the claim.

Adria Science is not responsible for issues caused by improper storage, improper handling, unauthorized return, repeated shipment, use outside research-use-only restrictions, destination-law breach, customer negligence, opened or compromised packaging, or other circumstances not attributable to Adria Science.

12. Unauthorized Returns and Refused Parcels

Returned or refused parcels are not accepted for refund or compensation unless Adria Science gave written return instructions before the return. Unauthorized returns may be refused, returned to sender at the sender's expense, destroyed, stored, or otherwise handled as necessary for safety, compliance, and operational reasons.

If Adria Science instructs a return, the customer must follow the exact address, packaging, carrier, timing, temperature, documentation, and handling instructions provided. Cash-on-delivery returns are not accepted.

13. Store Credit

Where store credit is offered, it is issued to the customer's Adria Science account or another method confirmed by support. Store credit is not cash and is not transferable unless Adria Science agrees otherwise in writing or mandatory law requires another result.

14. Mandatory Legal Rights

Nothing in this Policy limits rights that cannot lawfully be excluded. If mandatory law gives a customer a non-excludable refund, withdrawal, conformity, defect, or other remedy, that mandatory right applies only to the extent required by law.

15. How To Contact Support

Use the Contact page and include the order number, checkout email, tracking number, destination country, product name, batch or lot number where relevant, photos or video evidence, a short description of the issue, and any carrier or authority response.