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Returns

Effective Date: January 2026

At Pryma Lab (www.prymalab.net), we are committed to providing high-quality research products and excellent customer service. We understand that sometimes a product may not meet your research needs. This Refund and Return Policy outlines the conditions under which refunds and returns are accepted.

7-DAY REFUND GUARANTEE

We offer a 7-day refund guarantee from the date of delivery for products that meet our return criteria.

Eligibility Requirements:

To be eligible for a refund, the following conditions must be met:

  1. Timeframe: The refund request must be submitted within 7 calendar days from the date of delivery as confirmed by the shipping carrier’s tracking information.

  2. Product Condition: The product must be:

    • In its original, unopened, and sealed condition
    • Unused and unaltered
    • In the original packaging with all labels intact
    • Free from any signs of tampering or damage

  3. Proof of Purchase: You must provide a valid order number and proof of purchase.

  4. Return Authorization: You must obtain a Return Merchandise Authorization (RMA) number from our customer service team before returning any product.

PRODUCTS NOT ELIGIBLE FOR REFUND

Due to the nature of our research products and safety regulations, the following items are NOT eligible for refund or return:

  • Products that have been opened, unsealed, or used
  • Products that show signs of tampering or damage caused by the customer
  • Products returned without prior authorization (RMA number)
  • Products returned after the 7-day window from delivery date
  • Custom-ordered or special-order products (unless defective)
  • Products that were improperly stored or handled after delivery
  • Clearance or final sale items (if marked as such)
  • Digital products or downloadable content

HOW TO REQUEST A REFUND

If you wish to return a product for a refund, please follow these steps:

Step 1: Contact Customer Service

Contact our customer service team within 7 days of delivery:

Email: michael@prymalab.net
Phone: +1 (606) 465-9063
Business Hours: Monday – Friday, 9:00 AM – 4:00 PM EST

Step 2: Provide Required Information

When contacting us, please provide:

  • Your order number
  • Date of delivery
  • Product name(s) and quantity
  • Reason for return
  • Photos of the unopened, sealed product (if requested)

Step 3: Receive RMA Number

Our customer service team will review your request and, if approved, issue you a Return Merchandise Authorization (RMA) number within 1-2 business days.

Step 4: Return the Product

Once you receive your RMA number:

  • Clearly write the RMA number on the outside of the shipping package
  • Securely package the product in its original packaging
  • Ship the product to the return address provided by our customer service team
  • Use a trackable shipping method with insurance (recommended)
  • Retain your shipping receipt and tracking number

Return Address:
Pryma Lab
ATTN: Returns Department – RMA #[Your RMA Number]
3705 Music Branch
Ashland, Kentucky 41102
USA

Step 5: Refund Processing

Once we receive and inspect your returned product, we will notify you via email of the approval or rejection of your refund.

REFUND PROCESSING TIME

If your refund is approved:

  • Refund Method: Refunds will be issued to the original payment method used for the purchase.
  • Processing Time: Please allow 5-10 business days for the refund to be processed after we receive and inspect the returned product.
  • Bank Processing: Depending on your financial institution, it may take an additional 3-5 business days for the refund to appear in your account.

RETURN SHIPPING COSTS

Customer Responsibility:

  • The customer is responsible for return shipping costs unless the product is defective, damaged, or an incorrect item was shipped.
  • We recommend using a trackable shipping service with insurance, as we cannot guarantee receipt of your returned item.
  • Pryma Lab is not responsible for items lost or damaged during return shipment.

Pryma Lab Responsibility:

We will cover return shipping costs if:

  • The product received was defective or damaged upon arrival
  • We shipped the wrong product
  • The product does not match the description on our website

In these cases, we will provide a prepaid return shipping label.

DAMAGED OR DEFECTIVE PRODUCTS

If you receive a product that is damaged, defective, or does not match your order:

Immediate Notification Required:

You must notify us within 48 hours of delivery by contacting:

Required Documentation:

Please provide:

  • Your order number
  • Clear photos of the damaged/defective product
  • Photos of the product packaging
  • Description of the issue

Resolution Options:

At our discretion, we will:

  • Send a replacement product at no charge, OR
  • Issue a full refund including original shipping costs

We will provide a prepaid return shipping label for damaged or defective products.

INCORRECT ORDERS

If we shipped the wrong product to you:

  1. Contact us within 7 days of delivery
  2. Provide your order number and photos of the incorrect product
  3. We will send the correct product at no additional charge
  4. We will provide a prepaid return label for the incorrect item
  5. You are not required to return the incorrect item until you receive the prepaid label

PARTIAL REFUNDS

In certain situations, only partial refunds may be granted:

  • Products showing signs of use or tampering
  • Products returned more than 7 days after delivery (at our discretion)
  • Products not in their original condition or missing original packaging
  • Products returned without prior authorization

The amount of the partial refund will be determined on a case-by-case basis.

NON-REFUNDABLE ITEMS

The following are non-refundable:

  • Shipping and handling fees (unless the product is defective or we made an error)
  • Return shipping costs (unless the product is defective or we made an error)
  • Restocking fees (if applicable – see below)
  • Products marked as “Final Sale” or “Non-Refundable”

RESTOCKING FEE

A restocking fee may apply in the following circumstances:

  • No Restocking Fee: For unopened products returned within 7 days with proper authorization
  • 20% Restocking Fee: May apply to large or bulk orders (over $500) at our discretion
  • No Restocking Fee: For defective, damaged, or incorrect products

Any applicable restocking fees will be deducted from your refund amount.

EXCHANGES

We do not offer direct product exchanges. If you wish to exchange a product:

  1. Return the original product following our refund policy
  2. Place a new order for the desired product
  3. Once your refund is processed, you can use those funds for the new purchase

CANCELLATIONS

Before Shipment:

Orders may be cancelled before shipment for a full refund. To cancel an order:

  • Contact us immediately at michael@prymalab.net or +1 (606) 465-9063
  • Provide your order number
  • Cancellation requests are processed on a first-come, first-served basis

After Shipment:

Once an order has shipped, it cannot be cancelled. You must follow our standard return procedure once you receive the product.

REFUSED OR UNDELIVERABLE SHIPMENTS

If you refuse delivery or if a package is returned to us as undeliverable:

  • You are responsible for the original shipping costs
  • A refund will be issued minus shipping costs and any applicable restocking fees
  • If the package is returned due to an incorrect address provided by you, you are responsible for all shipping costs

RESEARCH PRODUCT DISCLAIMER

IMPORTANT NOTICE:

All products sold by Pryma Lab are intended for laboratory research purposes only and are NOT for human or animal consumption.

Due to the nature of research chemicals and safety regulations:

  • All sales are considered final unless the product meets our specific return criteria
  • Products that have been opened cannot be resold and therefore cannot be refunded
  • We reserve the right to refuse returns that pose safety or regulatory concerns
  • Customers are responsible for proper handling and storage of products upon receipt

By purchasing from Pryma Lab, you acknowledge that:

  • You are qualified to handle research chemicals
  • You understand the safety requirements for these products
  • You accept responsibility for proper use and storage
  • You will not use products for any purpose other than in-vitro research

FRAUDULENT RETURNS

Pryma Lab reserves the right to refuse returns or refunds if we suspect fraudulent activity, including but not limited to:

  • Returning products that were not purchased from Pryma Lab
  • Returning used products as unused
  • Returning empty containers
  • Submitting multiple fraudulent return requests
  • Violating the terms of this policy

Accounts found to be engaging in fraudulent activity will be permanently banned, and we reserve the right to pursue legal action.

MODIFICATIONS TO THIS POLICY

Pryma Lab reserves the right to modify this Refund and Return Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our website and purchase of products after any changes constitutes acceptance of the revised policy.

The policy in effect at the time of your purchase will govern your transaction.

CONTACT INFORMATION

If you have any questions about our Refund and Return Policy, please contact us:

Pryma Lab
3705 Music Branch
Ashland, Kentucky 41102
USA

Email: michael@prymalab.net
Phone: +1 (606) 465-9063

Business Hours:
Monday – Friday, 9:00 AM – 4:00 PM EST

We will respond to all inquiries within 1-2 business days.

DISPUTE RESOLUTION

If you are not satisfied with how your return or refund was handled, please contact our customer service manager at michael@prymalab.net. We are committed to resolving all disputes fairly and promptly.

LEGAL COMPLIANCE

This Refund and Return Policy complies with applicable consumer protection laws, including:

  • Federal Trade Commission (FTC) regulations
  • State consumer protection laws
  • E-commerce regulations

By making a purchase on www.prymalab.net, you acknowledge that you have read, understood, and agree to this Refund and Return Policy.

Last Updated: January 2025

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