Research materials final sale. Due to the specialised nature of research compounds, all orders are final and non-refundable once payment has been processed. This policy applies to all Core Labs products unless explicitly stated otherwise in these terms.
1. Final Sale Policy
All products purchased from Core Labs are sold on a final sale basis. Once payment has been received, processed and shipped, cancellations, returns and refunds are not available under normal circumstances. This applies to all orders, regardless of value or product type, with limited exceptions as outlined below.
2. Damaged or Defective Products
If a product arrives damaged, defective, or has deteriorated due to improper handling during transit, you may request a replacement or refund. To be eligible:
- You must contact us within 7 days of delivery;
- You must provide photographic evidence of the damage or defect;
- The packaging and all documentation must be retained for inspection.
Upon verification, we will provide either a replacement shipment or a full refund at our discretion. Replacement shipments are prioritised and will be dispatched within 2 business days. Refunds will be processed within 5 business days of our inspection.
3. Incorrect or Missing Items
In the rare event you receive an incorrect item or if items are missing from your order, you must notify us within 7 days of delivery. We will:
- Verify the discrepancy with our dispatch records;
- Send the correct item(s) immediately at no cost;
- Refund any overpaid amounts for missing items within 5 business days.
4. Lost Shipments
We cover the full cost of shipping. If your order is marked as delivered but you have not received it, you will need to contact your carrier immediately. This is your sole responsibility as the purchaser. If the shipment cannot be located within 14 business days:
- We will send a replacement shipment at no cost; or
- We will issue a full refund.
You must cooperate fully with any investigation and sign any required declarations. If your carrier indicates the item was delivered to the wrong address, you must retrieve it and contact us before a replacement will be issued.
If the incorrect delivery is due to an error on your part, such as providing incorrect address information, then you will not be eligible for a replacement or refund.
5. Non-Refundable Situations
Refunds will not be issued for:
- Change of mind or buyer's remorse;
- Products that have been opened, used, or depleted;
- Products stored improperly or outside the specified temperature range;
- Products purchased during promotions, sales or with applied discount codes;
- Orders cancelled after dispatch has commenced.
6. Storage and Handling Responsibility
Upon receipt, you assume full responsibility for product storage and handling. Our refund guarantee only covers manufacturing defects, shipping damage, and fulfillment errors - not deterioration caused by improper storage conditions. Products must be stored in sealed, unopened packaging at the temperatures specified on the label. Any claims for refund due to storage issues will be refused.
7. Refund Methods
Refunds will be issued to the original payment method used at checkout. Depending on your bank or payment provider, refunds may take 5–10 business days to appear in your account. Core Labs is not responsible for delays caused by your financial institution.
8. Return Shipping
In cases where a return is approved, you are responsible for return shipping costs unless the loss or damage was caused by our error or negligence. We do not accept return shipments unless an RMA (Return Merchandise Authorisation) has been issued by our support team. All returns must be sent to the address provided in your RMA authorisation letter.
9. Disputes and Appeals
If you believe a refund has been incorrectly denied, you may appeal within 14 days of the decision. Appeals should be submitted in writing to our support team with supporting evidence. We will review and respond within 5 business days. This is a final appeal; further disputes will not be considered.
10. Modifications to Policy
We reserve the right to modify this Refund Policy at any time. Changes take effect immediately upon publication on this page. Your continued use of the site following any changes constitutes acceptance of the updated policy.
Contact us
For refund enquiries, contact our support team via the contact form. Please include your order number and a detailed description of the issue. We aim to respond within 1–2 business days.