Refund policy

Return and Refund Policy

At VialVault Labs, each product is made or selected with careful attention to fit, function, and quality. Please review product descriptions, dimensions, vial compatibility, and available options before placing your order.

Returns

Standard, non-custom products may be eligible for return if they are unused, undamaged, and in original condition. Return requests must be submitted within 7 days of delivery.

To request a return, please contact us through the VialVault Labs contact page with your order number and reason for the return. If your return is approved, instructions will be provided.

Items that cannot be returned

The following items are not eligible for return or refund:

• Custom orders
• Bulk orders
• Personalized or modified products
• Outlet, imperfect, or final sale items
• Used, damaged, altered, or installed products
• Products returned because of buyer preference, wrong size selection, or fit issues when dimensions were provided in the listing
• Products damaged by misuse, improper storage, or modification after delivery

Size and fit responsibility

Customers are responsible for reviewing product dimensions and compatibility before ordering. If you are unsure whether a case, insert, vial, or accessory will fit your needs, please contact us before purchasing.

Damaged or incorrect items

If your order arrives damaged or you receive the wrong item, please contact us within 3 days of delivery. Include your order number, photos of the item, photos of the packaging, and a description of the issue.

If the issue is confirmed to be our mistake or shipping damage, we will work with you to make it right.

Refunds

Approved refunds will be issued to the original payment method after the returned item is received and inspected. Original shipping charges are non-refundable unless the return is due to our error.

Return shipping

Customers are responsible for return shipping costs unless the item arrived damaged or incorrect due to our error.

Cancellations

Orders may be cancelled only if production, customization, packing, or fulfillment has not already started. Custom and bulk orders may not be cancelled once work has begun.

Lifetime warranty

VialVault Labs products include a lifetime warranty covering workmanship and structural defects under normal use. Warranty issues are handled separately from returns and refunds.