Refund Policy

To raise any refund, cancellation, replacement, or delivery issue, contact info@elysiumbiolabs.com and include your order number. Requests without an order number cannot be processed.

Because an order request is not an accepted contract until confirmed, you may cancel before sending your Interac e-transfer simply by not paying, or by letting us know. No charge applies.

If you have paid but your order has not yet been dispatched, contact us promptly to request cancellation. Where cancellation is possible, we refund the amount paid.

Once an order has been dispatched it generally cannot be cancelled. Any return would be handled under the sections below, subject to whether the material is returnable.

Inspect your order on receipt. Report damaged or incorrect items within 48 hours of delivery, and missing items within 7 days, by contacting info@elysiumbiolabs.com with your order number and clear photographs of the packaging and contents. Photographs are required to investigate a damage or error claim.

If tracking shows no delivery, report a suspected lost shipment within 15 days of the last tracking update so we can open a carrier investigation. Delivery estimates are not guaranteed dates, and a shipment is not considered lost until a carrier investigation concludes.

If you send a duplicate Interac e-transfer or overpay, we refund the excess once the payment is reconciled.

For safety and integrity reasons, many research materials — including temperature-sensitive and opened items — cannot be accepted for return once dispatched. Where a return is accepted, materials must be unopened and in original condition. Whether a specific material is returnable is confirmed as part of your request.

We review each eligible request and, depending on the outcome, may offer a replacement, store credit, or refund. We may require the item to be returned or additional information before resolving a claim.

Original shipping charges are generally non-refundable except where an order is cancelled before dispatch or where the issue resulted from our error. Where a return is accepted, responsibility for return shipping is confirmed as part of the resolution.

Approved refunds are issued to your original Interac e-transfer details (or as otherwise arranged) within approximately 5 to 10 business days of approval.

Packages refused at delivery are treated as returns and may be subject to non-refundable shipping charges. Because payment is by Interac e-transfer rather than card, card chargebacks do not apply; payment disputes are resolved directly with us.