Returns and Refund Policy

Effective Date: August 7, 2026

1. General Policy

Because MORAVA products are laboratory research materials, most items are not eligible for return once shipped, for reasons of product integrity, chain-of-custody, and regulatory compliance. This page describes the limited circumstances in which a return, replacement, or refund is available.

2. Eligible Circumstances

A return, replacement, or refund may be issued if: the wrong product or lot was shipped due to a MORAVA fulfillment error; the product arrived damaged or compromised in transit; the product does not match its associated Certificate of Analysis or other verified technical documentation for the lot shipped; or the shipment was lost in transit and confirmed as such by the carrier.

3. Reporting a Claim

Claims must be reported within [Timeframe to be specified, e.g. 72 hours] of delivery through the Returns, Claims and Discrepancies section of your customer dashboard, or by contacting support using the Packaging Discrepancy or Product-Quality Complaint category. Include your order number, the product and lot number affected, a description of the issue, and photos or documentation where applicable. Claims submitted after this window may not be eligible for resolution.

4. What Is Not Covered

We do not accept returns or issue refunds for: products that have been opened, used, or altered from their original condition; products damaged due to improper storage or handling after delivery, including failure to maintain required temperature conditions described on the product label; buyer’s remorse or ordering error on the customer’s part once an order has shipped; or products purchased as part of a demonstration or non-commercial order, which are not eligible for any monetary refund by definition.

5. Investigation Process

All claims are reviewed through our internal complaint-management process. We may request additional documentation, photos, or return of the affected product before a resolution is issued. We will notify you of the outcome and, where a claim is approved, whether it will be resolved by replacement, credit, or refund.

6. Refund Method and Timing

Approved refunds are issued to the original payment method within [Timeframe to be specified, e.g. 5 to 10 business days] of approval. Approved replacements ship according to standard processing times described in our Shipping Policy.

7. Recalls

If a product you purchased becomes subject to a recall, you will be notified directly and provided instructions for return, disposition, or replacement at no cost, in accordance with our Recall and Safety Notices page. Standard return timeframes in Section 3 do not apply to recall-related returns.