CUSTOMER SUPPORT
Last updated: August 20, 2026
This Refund & Return Policy explains how ESFIDELIS Biosciences ("ESFIDELIS," "we," "us," or "our") handles cancellations, damaged shipments, incorrect items, returns, replacements, and refunds.
Customers may request cancellation of an order before it has entered fulfillment or been transferred to a shipping carrier.
We cannot guarantee that an order can be canceled once fulfillment has begun. If an eligible cancellation is approved after payment has been collected, the applicable amount will be refunded to the original payment method where possible.
Customers should inspect orders promptly after delivery. If an item arrives damaged, please contact ESFIDELIS promptly through our Contact page.
We may request photographs of the item, packaging, shipping label, and other relevant materials to evaluate the claim.
If you receive an item that is materially different from what you ordered, contact ESFIDELIS promptly so that we can review the order and determine an appropriate resolution.
Because of the nature of Research Use Only products, returns may be restricted once products have been shipped, delivered, opened, altered, improperly stored, or otherwise removed from our control.
Do not return a product without first contacting ESFIDELIS and receiving return instructions when a return is authorized.
Refunds may be considered for eligible canceled orders, verified damaged shipments, verified incorrect shipments, unavailable inventory, or other circumstances where ESFIDELIS determines that a refund is appropriate.
Refund eligibility depends on the facts of the order and may require verification before approval.
In some circumstances, ESFIDELIS may offer a replacement instead of a refund when an order is verified as damaged, incorrect, or otherwise eligible for replacement.
Replacement availability is subject to inventory and verification of the original order issue.
Approved refunds will generally be issued to the original payment method where possible.
The time required for a refund to appear may depend on the payment processor, issuing bank, card network, or other financial institution.
Original shipping charges and reshipping costs may be non-refundable unless the refund or replacement results from an error by ESFIDELIS, verified shipping damage, or another circumstance where we determine that reimbursement is appropriate.
If carrier tracking shows an order as delivered but the package cannot be located, contact ESFIDELIS so that we can review the available tracking information.
A refund or replacement is not automatically guaranteed solely because a customer reports that a package marked delivered cannot be located. Carrier records or investigation results may be required.
If you believe a transaction was unauthorized, contact ESFIDELIS and your payment provider promptly so that the matter can be reviewed.
Customers are encouraged to contact ESFIDELIS regarding an order or billing issue so that we have an opportunity to investigate and attempt to resolve the matter.
Nothing in this policy limits rights available under applicable law or payment-network rules.
Refunds, replacements, or returns do not change the Research Use Only designation or intended use of any ESFIDELIS product.
We may update this Refund & Return Policy to reflect changes to our products, fulfillment practices, payment processing, business operations, or legal obligations. The current version and its effective date will be published on this page.
Questions or requests concerning cancellations, returns, replacements, refunds, or this policy may be directed to ESFIDELIS Biosciences using the information provided on our Contact page.