Refund policy
Effective 3 September 2026. This policy applies to all orders placed through researchsupplyco.com.
1. IN SHORT
Most of what we sell is sterile and intended to come into contact with injectable material. Once those items leave our facility we have no way to verify how they have been stored, so we cannot return them to inventory or sell them to anyone else. Those items are Final Sale. Items that are not sterility-critical can be returned unused within 30 days. Every product page tells you which applies before you buy.
2. ITEMS THAT CANNOT BE RETURNED (FINAL SALE)
The following are Final Sale and cannot be returned or exchanged, except where we made an error, the item arrived damaged, or the product is recalled:
- 30mL Bacteriostatic Water for Injection (USP)
- EasyTouch U-100 Insulin Syringes
- Luer Lock Syringes (Sterile)
- Sterile Hypodermic Needles (18G-31G)
- Sterile Crimp Flip-Cap Vial Seals
- Sterile RTU Glass Vials (Type 1 Borosilicate)
- Sterile RTU Serum Stoppers
- Sterile Syringe Filters (0.22 micron)
- Dynarex Alcohol Prep Pads (100ct Box)
- Complete Research Supply Kit
- Diabetes Essentials Supply Kit
- Reconstitution Supply Kit
- Research Essentials Kit
- Research Restock Bundle
Kits and bundles are Final Sale because each contains one or more of the sterile items listed above.
3. ITEMS THAT CAN BE RETURNED
Returnable within 30 days of delivery, unused and in original packaging, subject to the restocking fee in Section 7:
- E-Z Precision Manual Vial Crimpers
- High-Density Sharps Disposal Container (2 Quart)
- Mini Personal Sharps Container
Returnable within 30 days of delivery only while the manufacturer's outer box is unopened and its factory seal is intact, subject to the restocking fee. Once the box is opened these items become non-returnable:
- DynaPlus High-Sensitivity Nitrile Gloves
- Laboratory Procedure Face Mask
4. EXCHANGES
We cannot exchange Final Sale items. Once a sterile item has left our facility it cannot go back into our inventory, so we are not able to swap it for a different size, gauge, or variant, even if the packaging is unopened.
If you ordered the wrong item, email support@researchsupplyco.com within 30 days of delivery. We cannot take the original back, but we may issue a store credit toward the correct item at our discretion. You then place a new order for the item you need, and shipping on that order is at your expense. Please do not ship Final Sale items back to us. We cannot refund them and we cannot return them to you.
For the items listed in Section 3, an exchange is handled as a return followed by a new order. The return must meet every condition in this policy and the restocking fee applies.
5. RETURN WINDOW
30 days from the delivery date. We cannot accept requests after 30 days.
6. REQUEST A RETURN AUTHORIZATION FIRST
Email support@researchsupplyco.com with your order number and the item you want to return. If the return is approved we will issue an RMA number, which must be written on the outside of the parcel. We cannot accept or refund a parcel that arrives without one. Unauthorized returns are held for 14 days while we try to reach you, and disposed of after that.
7. RETURN SHIPPING AND RESTOCKING FEE
Return shipping is at your expense. Please use a trackable service, as we cannot refund a parcel that does not reach us. A 15% restocking fee is deducted from every approved refund and covers inspection, handling and repackaging.
No restocking fee applies, and we pay return shipping, when the return is the result of our error, the item arrived damaged, or the product has been recalled.
8. DAMAGED, DEFECTIVE, OR WRONG ITEM
Contact support@researchsupplyco.com within 48 hours of delivery with photographs of the item and its packaging. We will refund or replace it in full with no restocking fee. If the item is Final Sale, do not ship it back. We will resolve it without a return.
9. RECALLED PRODUCTS
If a product you purchased is recalled we will contact you directly with instructions. Recalled items are always refunded or replaced in full, with no restocking fee and return shipping at our expense. Please respond to a recall notice even if you no longer have the product, as we are required to account for every unit.
10. CONDITION OF RETURNS
Returned items must be unused and undamaged, with all parts, labels and packaging intact, and with the lot number and expiration date legible. We inspect every return on arrival. If an item does not meet these conditions we will email you with photographs. You can have it shipped back at your expense, or we will dispose of it.
11. REFUNDS
Once your return is received and inspected we will email you the outcome within 3 business days. Approved refunds are issued to the original payment method, less the restocking fee. Please allow standard banking time for the funds to appear.
12. CONTACT
support@researchsupplyco.com for return authorizations, exchange requests, damage reports, and recall questions.