At VialShop, we strive to supply premium, precision-engineered containment solutions—including vials, bottles, caps, and stoppers—that meet strict quality standards. Because our products are frequently used in sensitive pharmaceutical, laboratory, chemical, and cosmetic environments, maintaining purity, sterility, and safety is our top priority.

Our Refund and Returns Policy is designed to protect both your workflow and our quality standards. Please read the guidelines below carefully.

1. 30-Day Return Window

You have 30 days from the date of delivery to request a return or exchange for eligible items. If 30 days have passed since your delivery, we unfortunately cannot offer you a refund or exchange.

2. Condition for Returns

To be eligible for a return, your items must be in the exact condition you received them.

  • Unopened and Unused: All vials, bottles, caps, and stoppers must be unused, sterile-packed (if applicable), and in their original, unopened packaging.

  • Security Seals: Items with broken heat-shrink wraps, opened plastic bags, or damaged sterile seals cannot be accepted for return due to contamination risks.

  • Proof of Purchase: A receipt, invoice, or order number is required to complete your return.

3. Non-Returnable and Exempt Items

Due to safety, hygiene, and contamination regulations in laboratory and medical applications, the following items are strictly non-returnable:

  • Opened Sterile Products: Any pre-sterilized vials, depyrogenated containers, or packaged sterile syringes/tubes that have been unsealed or opened.

  • Custom Sourced or Special Orders: Any custom-manufactured configurations, custom colors, or specialty sizes ordered specifically for your organization.

  • Sale and Clearance Items: Only regular-priced items may be refunded. Items marked as clearance or “final sale” cannot be returned.

4. Damaged, Defective, or Incorrect Items

We take great care in packaging glass and plastic products to prevent damage during transit. However, if your order arrives damaged, defective, or incorrect, we will make it right immediately.

  • Report Window: Please inspect your order upon receipt and contact us within 5 business days of delivery.

  • Requirements: Send an email to support@vialshop.com with your order number and clear photos of the damaged items or incorrect packaging.

  • Resolution: Approved claims for damaged or incorrect goods will be issued a free replacement or a full refund at no extra cost to you.

5. Return Process

If you need to initiate a return, please follow these steps to ensure safe handling and processing:

  1. Request Authorization: Contact our support team at support@vialshop.com with your order number and the reason for your return.

  2. RMA Number: If approved, we will issue you a Return Merchandise Authorization (RMA) number and the correct return shipping address. Do not ship packages back to us without an RMA number.

  3. Pack Securely: Place the items securely in their original packaging, ensuring glass items are heavily cushioned to avoid breakage on their return journey.

6. Shipping Costs

  • Customer Responsibility: For standard returns (e.g., ordering the wrong size, changing your mind, or ordering incompatible components), you are responsible for paying your own return shipping costs. Shipping costs are non-refundable.

  • Tracking Required: Since glass and plastic packaging can be fragile, we highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned package.

7. Refunds and Processing

Once your return is received and inspected, we will send you an email notifying you that we have received your returned package. We will also notify you of the approval or rejection of your refund based on the condition of the items.

  • Approved Refunds: Your refund will be processed, and a credit will automatically be applied to your original payment method or credit card within 5 to 10 business days.

  • Restocking Fee: Returns of bulk or wholesale orders (in excess of case quantities) may be subject to a 15% restocking fee to cover handling and re-inspection costs.

Contact Us

For any questions regarding our Refund and Returns Policy, compatibility checks, or to start a return, please reach out to our team:

  • Email: support@vialshop.com

  • Business Hours: Monday – Friday, 9:00 AM – 5:00 PM