Refund Policy

If you request cancellation before testing or other irreversible laboratory work begins, VialTests may provide a refund subject to clearly disclosed non-recoverable costs already incurred, where permitted by law.

Once irreversible work or testing has commenced, cancellation may no longer be possible. Payment confirmation, issuance of an Order ID, and delivery of shipping instructions do not by themselves mean testing has begun.

Sometimes a submitted sample cannot be tested as ordered. Examples include insufficient quantity; a broken, damaged, or leaking container; contamination or compromised sample integrity; missing or materially incorrect submission information; a sample that cannot reliably be matched to an order; or a submission that does not meet applicable requirements.

Where reasonably possible, VialTests will explain available next steps. Refunds are not promised automatically for customer-caused submission problems. We will still treat customers fairly and communicate clearly.

You are responsible for packaging and arranging delivery of your submitted sample to the designated testing destination supplied through your authorized post-payment order flow. That destination is provided after payment is confirmed and is not published on public marketing pages.

Tracked shipping is strongly recommended. Delivery confirmation is strongly recommended where available. Keep your shipping receipt and tracking information, and enter your tracking number into your VialTests order page or Customer Portal when that option is available.

Important: a carrier “Delivered” status is not the same as VialTests “Sample Received.” Carrier delivery means the carrier reports delivery to the destination. Sample Received means VialTests has actually recorded intake of your sample through the VialTests process.

VialTests assumes responsibility for the submitted sample after receipt is confirmed — not while your package remains in transit.

Until receipt has been confirmed by VialTests, the inbound shipment remains your responsibility.

To the fullest extent permitted by applicable law, VialTests is not responsible for an inbound package that is lost, stolen, delayed, damaged, destroyed, misdirected, returned to sender, refused, intercepted, detained, confiscated, seized, or otherwise prevented from reaching the designated testing destination while in the possession or control of a postal service, courier, customs authority, border authority, government agency, law-enforcement authority, or other third party outside VialTests’ reasonable control.

Payment for a testing service does not make VialTests the carrier, shipper, or insurer of your inbound package.

Loss or non-delivery of a sample before confirmed receipt does not, by itself, constitute failure of the testing service.

Unless otherwise stated, refunds under this policy relate to the amount paid for the affected testing service. Shipping costs you pay to a carrier, third-party fees, and costs unrelated to the VialTests testing charge are generally outside this policy.

Research-use testing results reflect analysis of the sample as received. Disagreement with a scientifically performed result is not, by itself, an eligible basis for an automatic refund.

Nothing in this Refund Policy excludes, restricts, or modifies any right or remedy that cannot lawfully be excluded, restricted, or modified under applicable law.

Questions about this policy, cancellations, or inbound shipping issues may be sent to hello@vialtests.com. Please include your Order ID for existing orders.