Returns & Refund Policy
Last Updated: July 15, 2026
At 360 Research Group, customer satisfaction is important to us. Due to the specialized nature of our research products, our return and refund policy differs from that of traditional retail products. Please review the following policy carefully before placing your order.
Return Eligibility
Because many of our products are sensitive to handling, storage conditions, contamination, and temperature, most products are non-returnable once they have left our facility.
This policy helps ensure the integrity, quality, and safety of all research materials we supply.
We generally do not accept returns or exchanges for:
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Peptides
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Research chemicals
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Opened products
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Products with broken seals
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Products that have been improperly stored or handled after delivery
Once a research product leaves our facility, we cannot verify how it has been handled and therefore cannot resell it.
Eligible Returns
Certain unopened, factory-sealed products may be eligible for return within 7 business days of delivery, subject to approval.
To qualify:
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The product must be unopened and in its original condition.
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A return request must be submitted within 7 business days of delivery.
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Return authorization must be obtained from our customer support team before shipping the item.
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The customer is responsible for return shipping costs.
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A valid tracking number must be provided for the return shipment.
Once the returned product has been received and inspected, we will notify you whether the return has been approved.
Approved returns may be subject to a 15% restocking fee, which will be deducted from the refund amount.
Damaged, Incorrect, or Missing Items
If your order arrives damaged, contains the wrong product, or is missing an item, please contact us within 7 business days of delivery.
To help us resolve the issue quickly, please include:
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Your order number
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Clear photographs of the shipping package
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A photograph showing the shipping label and tracking number
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Photographs of the products received
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A description of the issue
After reviewing your claim, we will determine whether a replacement, store credit, or refund is appropriate.
Lost Packages
Once an order has been transferred to the shipping carrier, delivery is largely outside our control.
If you purchased Shipping Protection, and your shipment cannot be successfully delivered after any approved replacement shipment, we may issue a refund for the affected order.
If Shipping Protection was not selected, claims for lost packages will be reviewed on a case-by-case basis in accordance with the carrier’s tracking information and our shipping policies.
Order Cancellations
Orders may be cancelled before they have been processed or shipped.
If your order has not yet been prepared for shipment, you may request a cancellation by contacting our customer support team.
Approved cancellations may be subject to a reasonable processing fee.
Once an order has been packed, assigned a tracking number, or transferred to the shipping carrier, it cannot be cancelled or refunded.
Incorrect Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
Unfortunately, we cannot provide refunds or replacements for orders shipped to an incorrect address supplied by the customer.
If you notice an address error, please contact us immediately. We will make every reasonable effort to update the address before the order ships, but we cannot guarantee changes once order processing has begun.
If a shipment is marked “Returned to Sender” because of an incorrect or incomplete address provided by the customer, we are generally unable to issue a refund or replacement, as many returned research products cannot be safely restocked or resold.
Shipping Delays
Tracking information may not update immediately after your order has shipped.
Some carriers do not scan packages until they arrive at a regional sorting facility or local distribution centre. As a result, a shipment may display “Pre-Shipment” for several days even though it is already in transit.
Once an order has been handed to the shipping carrier, delivery timelines are outside of our control.
Refund Processing
If a refund is approved, it will be issued using the original payment method whenever possible.
Please allow 5–10 business days for the refund to appear, depending on your financial institution or payment provider.
Shipping charges, duties, taxes, brokerage fees, and other third-party charges are generally non-refundable unless required by applicable law.
Research Products
All products sold by 360 Research Group are supplied for lawful laboratory and research purposes only.
Because research materials require controlled handling and storage, returns and refunds are evaluated carefully to protect product quality and ensure customer safety.
If you believe there is an issue with your order, please contact us as soon as possible. We review every request individually and will always work toward a fair and reasonable resolution where appropriate.
Contact Us
If you have any questions regarding this Returns & Refund Policy or wish to request a return, replacement, or refund, please contact 360 Research Group through the contact information provided on our website.