Returns & Refunds

Four rules cover almost every case. The rest of this page is the detail behind them.

This policy applies to all three items in the catalog: KLOW 80mg (89.99 USD), NAD+ 500mg (54.99 USD), and Reconstitution Solution 30mL (19.99 USD). All are research-use-only reference materials sold to qualified researchers and institutions for in-vitro laboratory research.

A vial is returnable if all of the following are true on the day you email us: delivery was 14 days ago or less, the tamper seal is unbroken, the vial has never been opened or punctured, the label is intact and readable, and the item is in its original outer packaging with any desiccant or insulation still present. For the Reconstitution Solution 30mL, the cap seal must be unbroken and the stopper untouched.

The 14-day clock starts on the delivery date recorded by the carrier, not the date you opened the box. Email support first. Every return needs a return authorization code before it ships back to us. Packages that arrive without a code on the outside are refused and sent back at the sender's cost.

There is no restocking fee on an authorized return. Once you have a code, the package must be postmarked within 7 days, or the authorization expires and you will need a new one.

These are lyophilized reference materials. They are temperature sensitive and time sensitive, and their integrity depends on an unbroken chain of custody from the day the batch was sealed. The moment a seal is broken, storage conditions and handling outside our control cannot be verified, so the material can never be listed or supplied to another researcher again.

For that reason, opened, punctured, reconstituted, or partly used vials are non-returnable and non-refundable. The same applies to a vial with a broken tamper seal, a removed or defaced label, or an unreadable batch number, because the material can no longer be matched to its certificate of analysis.

One exception: if the vial arrived already compromised, that is a transit damage claim, not a return. Follow the 48-hour instructions below and do not open anything else in the shipment.

You have 48 hours from delivery to report a shipment that arrived broken, leaking, thawed out of its packaging, with the wrong item, or short of what the packing slip lists. This window is short on purpose. It lets us open a carrier claim while the evidence is still fresh.

Email support@hiracompound.com with your order number and clear photos of: the outer box with the shipping label visible, the packing material exactly as you found it, every vial including its label and seal, and the packing slip. For a short shipment, photograph the full contents of the box laid out.

Keep all packaging until the claim is closed. Broken glass should not be shipped back to us unless we specifically ask for it. Once the photos are reviewed you choose a free replacement of the affected items or a full refund of those items plus the shipping you paid. Replacements go out on the next business day when the batch is in stock.

Every batch is tested by Janoshik Analytical and published with a verification key you can check independently at janoshik.com/verify. KLOW 80mg batch 635966 carries key 7PIUBWRNT7IG. The NAD+ 500mg analysis of March 18, 2026 carries key ZWDXE2FRIJTE.

If the batch number on the vial you received does not match the certificate published for it, treat that as a wrong-item claim. Email the vial photo and the batch number within 48 hours of delivery. It is handled on the same terms: full refund or replacement, return shipping covered by us, sealed vial or not.

Email support@hiracompound.com with the subject line "Return" followed by your order number. Or call +1 (877) 940-3557, Monday to Friday, 9:00am to 6:00pm ET.

Include the order number from your order acknowledgment email, the item names and quantities involved, the reason, photos where the claim needs them, and whether you want a refund or a replacement. Requests are answered within one business day.

If the return is approved you receive a return authorization code and the return address: 3100 Warehime Rd, Manchester, MD 21102, United States. Write the code clearly on the outside of the box, pack the vial the way it arrived, and ship with tracking. Keep the tracking number. Until a package is scanned as delivered to that address, it is still your responsibility.

Do not send a package to that address without a code. Unauthorized returns are refused at the door.

It depends on why the item is coming back. The rule is simple: if the problem started on our side, we cover the postage. If you changed your mind, you cover it.

When we cover it, you get a prepaid label by email, or we reimburse a tracked postage receipt up to the cost of standard ground service. Expedited or international courier upgrades chosen by the buyer are reimbursed at the standard ground rate.

Returns are checked within 2 business days of arriving at the returns address. If the seal is intact and the item matches the authorization, the refund is issued the same day it clears that check. It then takes 5 to 10 business days to appear, depending on the method used to pay.

Refunds are returned by bank transfer to the account the original payment came from. If that account has since been closed, email support@hiracompound.com from the address on the order and alternative details can be arranged. Refunds are issued in U.S. dollars for the value of the refunded items.

A partial return is refunded for the returned items only. Taxes charged on those items are refunded with them. Outbound shipping is refunded only when the problem was on our side.

If an order is still unpaid and sitting in Processing, there is nothing to send back. The order is canceled and closed, and nothing is owed.

Every order is placed instantly and sits in Processing while payment is arranged by direct bank transfer. Nothing ships until the transfer has cleared and a label is created.

You can cancel free of charge at any point before the package is handed to the carrier. Email support@hiracompound.com or call +1 (877) 940-3557 with your order number and the word "cancel". A cancellation is effective when we reply to acknowledge it, not when you send the message, so call if the order is time critical.

If payment has already cleared when you cancel, the refund follows the timing above: 5 to 10 business days back to the method you used. Once tracking has been issued, the order can no longer be canceled and the return rules apply instead.

Shipments require an adult aged 21 or over at the delivery address. If nobody is available, the carrier reattempts, then holds the package at a local depot for a limited period before returning it to sender.

Check the address on your order acknowledgment email as soon as it arrives. An address typo is the buyer's responsibility, and correcting one in transit usually carries a carrier fee that is passed on at cost.

If a package comes back to us as refused, unclaimed, or undeliverable, we email you and you pick one of two options. Pay outbound postage again and we reship the same sealed vials. Or take a refund of the item value, with the original outbound shipping and the return-to-sender charge deducted. Sealed vials returned this way are inspected on arrival like any other return.

Orders that cannot lawfully be delivered to the destination entered at checkout are canceled and refunded in full before shipping, minus nothing.

A few things fall outside the returns process entirely. Reading this list before you order saves everyone a round of email.

Hira Compounds is independently owned and operated by a single proprietor. Everything in the catalog is supplied strictly for in-vitro laboratory research by qualified researchers and institutions.

These products are not drugs, supplements, cosmetics, or food. They have not been evaluated by the FDA. Nothing on this page is medical, diagnostic, or laboratory guidance. Buyers must be 21 or older and are solely responsible for lawful storage, handling, and disposal.

Questions about a return, a certificate, or an order in Processing go to support@hiracompound.com or +1 (877) 940-3557, Monday to Friday, 9:00am to 6:00pm ET. Mail address: 3100 Warehime Rd, Manchester, MD 21102, United States.