If it misses the spec on its own certificate, we replace it and refund you. You do not ship research material back to us.
Every vial ships with the certificate for its own batch. If what you receive does not meet the purity printed on that certificate, we replace the order free and refund what you paid.
You do not ship anything back. You do not fill in a form. That is the entire policy, and it fits in two sentences because it does not need an escape clause.
Damaged in transit, never arrived, or not what you ordered: email hello@dialedbio.com with your order number within 14 days of delivery (or of the expected delivery date, if it never arrived).
Replaced or refunded, your choice. Photographs help for damage but are not a condition of resolution.
For sterility and chain-of-custody reasons we cannot accept the return of material that has left our control, and we would not resell it if we could — the whole point of lot discipline is that we can account for every vial we have shipped.
This is why the guarantee is written as replace-and-refund rather than return-and-refund. You are never asked to send research material back through the post.
Orders can be cancelled for a full refund any time before dispatch — email us and it is done. After dispatch, the sections above apply.
Orders that cannot satisfy the researcher attestation are cancelled and refunded in full automatically.
Refunds are issued to the original payment method. Once processed, the time to appear on your statement is set by your bank and is typically 5–10 business days.
Last updated 9 August 2026