Refund Policy
Last updated: July 2026
Overview. Because Carbon Standard materials are supplied as sealed reference standards with documented handling requirements, returns are limited by nature. Once a shipment has left our facility, chain-of-custody cannot be re-established. The policy below describes the specific situations in which a refund, replacement, or credit is available.
Eligible Scenarios.
- Damaged in transit — Report within 7 days of delivery with photographs of the outer packaging and the affected material. Verified transit damage is eligible for replacement or full refund.
- Incorrect item shipped — If the material received does not match the item ordered, report within 14 days. We will arrange a replacement at no additional cost.
- Lot documentation concern — If the Certificate of Analysis for the received lot is missing, does not match the packaged material, or shows an out-of-specification result, report within 30 days. Verified lot concerns are eligible for replacement or full refund.
- Order cancelled prior to dispatch — Orders may be cancelled at any time before dispatch for a full refund of the order total, including shipping.
Non-Eligible Scenarios.
- Change of mind or ordered-in-error requests after dispatch.
- Materials that have been opened, reconstituted, or otherwise removed from the original tamper-evident closure.
- Materials stored or handled outside the storage conditions documented on the Certificate of Analysis.
- Delays caused by carrier conditions, weather, or an incorrect or incomplete shipping address supplied at checkout.
How to Submit a Claim. Email info@carbonstandardresearch.com with (a) the order number, (b) the batch and lot identifier from the Certificate of Analysis, (c) a description of the issue, and (d) photographs where applicable. Our research desk will acknowledge within 2 business days and complete review within 10 business days.
Refund Processing. Approved refunds are issued to the original payment method within 5 to 10 business days of approval. Once online payment processing is activated, timelines are subject to the processor's clearing schedule.
Chargebacks. Please contact us before initiating a chargeback. In most cases we can resolve a concern faster than a bank dispute and avoid unnecessary account holds.
Current Payment Status. Online payment processing is currently pending activation. During this period, no online payments are collected and there are no charges to refund; the terms above apply once payment activation is complete.