Refund policy

Return and Refund Policy

Except where Innovative Research and the customer have entered into a separate purchase agreement, supply agreement, quality agreement, distributor agreement, or other written agreement governing the order, the following Return and Refund Policy applies to purchases made through our website, or through other written, oral, or electronic means.

To request a return, credit, replacement, or refund, the customer must contact Innovative Research Customer Service and provide the order number, product details, a description of the issue, and any supporting documentation reasonably requested by Innovative Research, which may include photographs, shipping records, temperature records, test results, or other relevant data.

Returns are accepted only with prior authorization from Innovative Research. If a return is authorized, Innovative Research will provide return instructions. Products must be returned, if requested, in their original condition and properly packaged, including required temperature control where applicable.

Certain products are not eligible for return, including custom products, used products, expired products, perishable products, and any product not handled, stored, or shipped in accordance with applicable instructions. Products handled improperly by customer or for which provided protocols were not followed are not eligible for return.

All return, refund, credit, replacement, and product-quality claims are subject to review and investigation by Innovative Research. Innovative Research will determine the appropriate resolution based on its review of the circumstances and as appropriate to those circumstances, may deny the request or provide a replacement, refund, credit, or other corrective action. Credits may be applied to a customer’s open balance, if applicable, at the discretion of Innovative Research.

Customers are responsible for return shipping costs unless Innovative Research determines that the issue resulted from shipment error, product defect, or other error attributable to Innovative Research.

Nothing in this policy limits Innovative Research’s right to investigate product complaints, request additional information, or take appropriate quality, safety, or corrective actions, including without limitation issuing product notices, requesting return or disposition of product, or providing other instructions to customers when warranted.