Refund & Return Policy
Our refund policy
Ordinary sales are final. We do not accept change-of-mind returns or provide refunds for ordering mistakes, incorrect quantities, product misuse, or improper storage. Exceptions include the purity guarantee below, individual review of order problems, and rights provided by applicable law.
Purity guarantee
If a valid third-party Certificate of Analysis (COA) shows purity below 98% for a Kalyx Labs product, we will provide a full refund for that item. Submit the claim within 30 days of delivery.
Email support@kalyx-labs.com with your order number, the product and batch or lot details where available, and a copy of the third-party COA. Our team will review the documents and contact you about the claim. Products opened for third-party purity testing are not excluded from this guarantee solely because they were opened for that testing.
Damaged, incorrect, defective, or missing orders
Contact support@kalyx-labs.com or the Help Center with your order number and a description of the issue. Include photos where relevant. We review these issues individually to determine whether a replacement or refund is appropriate.
Returns and approved refunds
Contact us before sending any product back. We will provide return instructions if a return is needed. Do not send an unauthorized return.
If a refund is approved, our team will explain the next steps. The time for the credit to appear depends on the payment provider or financial institution.
Shipping delays and your rights
For shipment information, see our Shipping Policy. If we cannot dispatch an order within the promised timeframe, we will notify you and provide the applicable options to agree to a delay or cancel the unshipped order for a refund.
This policy does not limit rights or remedies that cannot be excluded under applicable law, including applicable payment-dispute rights. Existing orders remain subject to the policy applicable when the order was placed.
Contact us
Kalyx Labs
Email: support@kalyx-labs.com
Account support: Kalyx Help Center