Last updated: May 5, 2026

Because of the nature of laboratory research compounds, KLOWLA operates a limited returns policy. Please read this Refund Policy carefully before placing an order.

1. Eligible returns

KLOWLA will accept a return or replacement only when one of the following applies:

• Damaged in transit — the vial or seal arrives broken, cracked, or compromised.
• Shipped in error — the order received does not match the order placed (wrong compound, wrong vial strength, wrong quantity).
• Documentation mismatch — the lot number printed on the vial does not match the batch-specific Certificate of Analysis filed for that batch.

Returns are not accepted for any other reason, including buyer’s remorse, change of research direction, or storage conditions outside KLOWLA’ss control after delivery.

2. How to file a claim

Contact info@klowla.com within 7 days of delivery and include:

• Your order number.
• The compound name, vial strength, and lot number.
• A clear description of the issue.
• Photographs of the damage, the packaging, and the shipping label (for transit damage).
• Photographs of the vial, label, and contents (for items shipped in error).

The KLOWLA team will review the claim and respond within one business day with next steps.

3. Resolution

If the claim is approved, KLOWLA will offer one of the following at its discretion:

• A replacement of the affected item, shipped at no additional cost.
• A full refund of the affected item, processed to the original payment method.
• A store credit for an equivalent amount.

Refunds are typically processed within 5–10 business days after approval. Banking timelines may extend the time for funds to appear on your statement.

4. Items not eligible

The following are not eligible for return or refund:

• Compounds returned without prior support authorization.
• Items returned more than 7 days after delivery.
• Items where the seal has been broken outside of receipt-of-damage inspection.
• Items damaged due to storage conditions after delivery.
• Orders where the buyer provided an incorrect or incomplete shipping address.

5. Lost or undelivered shipments

If a tracked shipment is marked as delivered but you have not received it, contact support within 7 days. KLOWLA will work with the carrier to investigate. Resolution depends on the carrier’s investigation outcome.

Shipments returned to KLOWLA as undeliverable due to an incorrect address provided by the buyer can be re-shipped at the buyer’s expense, or refunded minus the original shipping cost.

6. Cancellations

Orders can be cancelled before they ship. Once an order has been processed and handed to the carrier, it cannot be cancelled. To request a cancellation, contact info@klowla.com as soon as possible.

7. Contact

Questions about a return or refund? Reach the KLOWLA team at info@klowla.com or through the contact page.