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Tide Front Supply
Research Use Only. Not for human or veterinary use.

Refund and Return Policy

1. Overview

Research materials require controlled handling and storage, so returns are limited to the circumstances set out below. Where one of them applies, contact support within 30 days of delivery with your order number.

2. Damaged shipments

If a vial arrives broken or the shipment is damaged in transit:

  • Email support within 30 days of delivery with your order number.
  • Include a photograph of the damage and of the outer packaging.
  • Keep the packaging until the claim is resolved.

Once verified we will replace the item or refund it.

3. Incorrect items

If you receive a product or variant you did not order, contact support within 30 days of delivery. Do not open the incorrect item. We arrange return shipping at our expense and send the correct item.

4. Defective batches

We will refund or replace material from a batch that fails a published purity standard. Contact support with your order number and the results you are relying on.

5. What we cannot accept

For sterility and traceability reasons we cannot accept:

  • Vials that have been opened or reconstituted.
  • Product that has left a temperature-controlled supply chain.
  • Buyer's-remorse returns of opened product.

6. Cancelling an order

An order can be cancelled while it is still awaiting fulfilment. Once it has been packed or handed to the carrier it cannot be cancelled, and the sections above apply instead. Contact support as soon as possible if you need to cancel.

7. How refunds are issued

Approved refunds are returned to the original payment method within 5–10 business days. Your card issuer may take additional time to post the credit. Shipping charges are refunded when the error was ours. We email a confirmation when a refund is issued.

8. Chargebacks

Please contact us before initiating a chargeback — most issues are resolved faster directly. A chargeback raised without prior contact may be disputed with supporting documentation and may result in the account being suspended.

9. Contact

Email support@tidefrontsupply.com with the subject line "Return request — [order number]".