Return & Refund Policy
Last Updated: November 11, 2026
Our Commitment to Customer Satisfaction
At Xeno Labs, we take pride in providing high-quality research products and ensuring every order arrives safely. We understand that damage can occasionally occur during shipping, and we are committed to making things right.
If a product arrives damaged or broken, Xeno Labs guarantees full compensation once the damage has been verified and the claim meets the requirements outlined below.
7-Day Damage Reporting Window
All damaged or broken products must be reported to Xeno Labs within 7 calendar days of the confirmed delivery date. The reporting window begins on the date the shipping carrier confirms delivery.
To qualify for compensation, customers must contact Xeno Labs within this 7-day period and provide the required information. Claims submitted after the 7-day reporting window may not be eligible for compensation, except where required by applicable law.
Damaged or Broken Products
If a customer receives a product that is damaged or broken upon delivery, they are eligible for one of the following compensation options. The customer has the right to select their preferred option once the damage claim has been verified and approved.
Option 1: Full Refund
- Receive a 100% refund of the purchase price of the affected product.
- Refunds are issued to the original payment method.
- No restocking fees or other deductions are applied.
Option 2: Free Replacement
- Receive a replacement of the same product at no additional cost.
- Xeno Labs covers all shipping costs for the replacement.
- If the exact product is unavailable, our support team will contact you to arrange a full refund or another mutually agreed resolution.
How to Request a Refund or Replacement
- Contact Xeno Labs. Contact our customer support team within 7 calendar days of receiving the package using the contact information provided on our website.
- Provide photographic evidence. Submit at least one clear photograph showing the damaged or broken product as it was received. Photographic evidence is mandatory to verify damage-related claims under this policy.
- Provide order information. Include the associated order number so our team can verify the purchase and delivery details.
- Claim verification. Our customer support team will review the submitted photographs and order information to confirm the damage.
- Choose your compensation. Once the claim is approved, you will be offered a full refund of the affected product's purchase price, or a free replacement of the affected product including shipping.
- Resolution. Xeno Labs will process your selected compensation option and provide confirmation.
Important Policy Information
- All damage-related claims must be submitted within 7 calendar days of confirmed delivery.
- Clear photographic evidence is required.
- Customers must provide a valid order number.
- Compensation applies to products that arrive damaged or broken.
- Approved claims qualify for a full refund or free replacement.
- Replacement shipping costs are fully covered by Xeno Labs.
- Refunds are issued to the original payment method.
- Customers will not be required to return broken glass or damaged products unless specifically instructed by Xeno Labs.
- Claims involving products damaged after delivery are not covered under this damaged-on-arrival guarantee.
- This policy does not restrict any customer rights provided by applicable consumer protection laws.
Questions or Concerns?
At Xeno Labs, customer satisfaction is important to us. If you experience an issue with a damaged order, please contact our customer support team through the contact information available on our website. We are committed to providing a fair and efficient resolution.
All Xeno Labs products are intended strictly for laboratory research use only and are not for human or animal consumption.