Return Eligibility & Requirements
Eligible for Return
✓
Eligible Returns
- Unopened, sealed original packaging
- Received within 30 days of purchase
- Product undamaged and unused
- Original receipt or order number
- Proper storage conditions maintained
- All documentation included
✕
Non-Eligible Returns
- Opened or partially used products
- Beyond 30-day return window
- Damaged due to mishandling
- Missing original packaging
- Products stored improperly
- Custom or special order items
Important: Products must be in original, sealed condition. Once a product has been opened or reconstituted, it is no longer eligible for return due to integrity concerns.
Return Process
Returning a product is simple and straightforward. Follow these steps to initiate your return:
1
Contact Support
Email support.horizonresearch@gmail.com or call 818-983-9161 with your order number and reason for return. Provide photos of the sealed packaging if requested.
2
Receive Return Authorization
We'll review your return request and send you a Return Authorization Number (RAN) and prepaid shipping label via email within 24 business hours.
3
Ship Your Return
Package your product securely with the RAN clearly marked on the outside. Use the prepaid shipping label provided. Signature confirmation recommended.
4
Receive Refund
Once received and inspected, your refund will be processed within 5-7 business days. Original payment method will be refunded (minus return shipping if applicable).
Return Window & Deadlines
30-Day Return Window
You have 30 calendar days from the date you receive your order to initiate a return request. The return window begins on the date shown on your delivery confirmation, not the order date.
How to Calculate Your Return Deadline
If you received your order on May 1st, your return deadline is May 31st. You must contact us before this date to be eligible for a return. Returns requested after 30 days cannot be accepted.
Note: The 30-day window is for initiating the return request. The actual shipment of the product back to us must occur within 14 days of receiving your Return Authorization Number.
Extension Requests
In exceptional circumstances, we may consider extending the return window. Contact us directly to discuss your situation. Extensions are not guaranteed and are at management discretion.
Refund Details & Terms
Refund Amount
Upon approval of your return, we will issue a refund equal to the full product purchase price. Refunds do not include original shipping charges. Return shipping costs are your responsibility unless the return is due to our error.
Return Shipping Costs
- If Defective: We provide a prepaid return label at no cost
- If Changed Mind: You cover return shipping costs
- If Our Error: We cover all return shipping costs
Refund Timeline
1
Item Received
Your return arrives at our facility
2
Inspection
We verify condition and eligibility (1-2 days)
3
Approval
Email confirmation of approved return
4
Refund
Processed in 5-7 business days
Payment Method
Refunds are issued to the original payment method used for the purchase. If you paid with a credit card, the refund will appear as a credit on your card statement. Bank transfers may take 1-3 additional business days to process.
Important: We cannot issue refunds to third-party accounts or different payment methods than used for the original purchase.
Damaged or Defective Products
Damage During Shipping
If your product arrives damaged, we want to make it right. Please follow these steps:
- Take photos of the damaged packaging and product
- Contact us within 48 hours of delivery with photos
- Do not open or tamper with the product further
- Keep the original packaging for inspection
Defective Products
If you believe your product is defective (incorrect concentration, contamination, quality issues), contact us immediately with:
- Order number and product name
- Detailed description of the issue
- Photos or test results if available
- Your Certificate of Analysis reference
Damage Claims
For shipping damage claims, we will work with the carrier to investigate and file a claim. In the meantime, we may offer expedited replacement or full refund depending on the situation. Defective products are always replaced or refunded at no cost to you.
Important: Report shipping damage within 48 hours of delivery. Claims filed after this period may not be eligible for carrier reimbursement.
Non-Returnable Items
Items NOT Eligible for Return
- Products with opened or compromised seals
- Reconstituted or prepared solutions
- Products outside the 30-day window
- Items damaged due to customer negligence
- Custom or special order compounds
- Products showing signs of tampering
- Items without original packaging or documentation
- Products used for unauthorized purposes
Research Use Only: All products are for research purposes only. We cannot accept returns of products that have been used for any purpose outside of laboratory research.
Frequently Asked Questions
Can I return a product if I changed my mind?
Yes, as long as the product is unopened, in original sealed packaging, received within 30 days, and properly stored. You will be responsible for return shipping costs in this case.
What if I'm missing documentation or Certificate of Analysis?
Please contact us before returning. Missing COA documentation may affect refund eligibility. We can sometimes reissue documentation, making the return unnecessary.
Can I exchange a product instead of returning it?
We prefer returns and refunds over exchanges. Once refunded, you can place a new order for a different product. This ensures you receive exactly what you need.
How long does the refund take to appear in my account?
Refunds are processed within 5-7 business days of return approval. The time it takes to appear in your account depends on your financial institution (1-3 additional business days for credit cards).
What if my return is denied?
If your return is denied, we will provide a detailed explanation via email. You may appeal the decision within 7 days by providing additional documentation or clarification.
Do I need to pay for return shipping?
Return shipping is free if the return is due to damage or our error. If you're returning for other reasons, you cover return shipping costs. We provide a prepaid label only for defective items.
