Return Policy
Effective immediately. This policy applies to all orders placed with CloudComps and forms part of the terms of sale for every transaction.
All Sales Are Final
Due to the sensitive nature of the research compounds we supply, all sales are final. Because these materials require controlled handling, cold-chain and light-protected storage, and documented chain of custody, we are unable to accept returned goods once they have left our facility. Products cannot be resold, restocked, or redistributed after they have been in the possession of a customer, and we therefore do not offer refunds, exchanges, or store credit for orders that have shipped.
We encourage every customer to review their order carefully, including compound, quantity, and shipping details, before submitting it. If you have any question about an order prior to shipment, please contact us and we will be glad to assist.
The Sole Exception
There is one exception to our final sale policy: an order that arrives with a broken vial. To qualify, the damage must be documented by a continuous video recording made before the package is opened for the first time, with the shipping box and the product remaining in frame throughout. Absent such a recording, we are unable to verify the condition of the shipment on arrival and the order cannot be refunded or replaced.
Continuous, Unedited Footage
Recording must begin before the shipping box is opened and continue without interruption, pauses, or cuts through the entire unboxing.
Box and Product in Frame
The sealed outer box, all packaging materials, and the product vial must remain fully visible within the frame at all times. Any moment where the box or product leaves the frame voids the claim.
Damage Visible on Camera
The broken vial and the nature of the damage must be clearly visible in the recording at the moment of discovery.
Submitting a Claim
- 01Record the unboxing in a single, uninterrupted take, beginning with the sealed package and keeping the box and product in frame at all times.
- 02Contact us within forty-eight (48) hours of delivery, including your order number and a description of the damage.
- 03Submit the original, unedited video file in full to sales@cloudcomps.org. Edited, trimmed, or re-recorded footage cannot be accepted.
Once received, our team will review the recording against the requirements above. Verified claims are resolved by replacement of the affected item, or a refund at our discretion, within a reasonable period following approval. Claims that do not meet every requirement cannot be approved, and the sale remains final.
All claim documentation, including your video, may be submitted to sales@cloudcomps.org.
Submit your video⚠ All products are for in vitro laboratory use only. Not for human or animal consumption. Intended solely for qualified research professionals.