Refund & Discrepancy Policy

All sales are final

Because payment is made through manual methods (Zelle, CashApp, Venmo, PayPal, GHL), orders are processed by hand after review. Please read this policy carefully before purchasing.

Order Accuracy & Discrepancies

We take care to fulfill every order correctly. If your order arrives with a discrepancy — a missing item, an incorrect item, or an item damaged in transit — you may be eligible for a replacement, provided all requirements below are met. Replacements are reviewed case-by-case and issued at our discretion — they are not guaranteed.

Unboxing Video Requirement

To file any discrepancy or damage claim, you must provide a continuous, unedited video of the package being opened. This is not optional. The video must:

• Begin before the package is opened, showing the sealed package and the shipping label intact, with the tracking number legible.
• Record the entire unboxing in one continuous take, with no cuts, edits, or pauses.
• Clearly show all contents as they are removed from the package, including each vial's label and condition.

Claims submitted without a qualifying unboxing video cannot be honored. We are unable to make exceptions to this requirement. Video authenticity may be verified; staged, edited, or re-recorded evidence results in denial and may result in account closure.

Claim Window

Discrepancy and damage claims must be submitted within 7 days of delivery (per the carrier delivery scan). Claims after this window cannot be processed.

How to File a Claim

Email support@ruocoalition.com with your order number, your full unboxing video, and a short description of the discrepancy. Claims are accepted by email only; claims raised through social media or chat are not considered filed. Our team reviews claims in the order received.

Review time: 7–10 business days. Additional verification may be required before any replacement is issued, including batch record review, shipment weight verification for missing-item claims, and return of the affected product for inspection at our request. Failure to return requested product closes the claim.

Lost or Stuck Shipments

If your package is lost or shows no movement, we will file a claim with the carrier on your behalf. Carrier investigations take up to 12 business days and resolution is subject to the carrier's findings. No replacement is issued while a carrier investigation is open, and reshipment is not guaranteed.

What Is Not Covered

• Claims without a qualifying unboxing video.
• Claims filed after the 7-day claim window.
• Lost, stuck, delayed, seized, or otherwise undelivered packages once handed to the carrier — these are handled as a carrier claim, not a guaranteed replacement.
• Any loss after the carrier's tracking confirms delivery to the address provided at checkout.
• Buyer's remorse or change of mind — all sales are final.
• Issues arising from incorrect or incomplete shipping information provided at checkout.
• Normal variation in the appearance of lyophilized material, including cake size, fragmentation, or texture. Appearance variation is not a defect.
• Research outcomes or results. All products are sold strictly for laboratory research use only.
• A second replacement on the same order.

Chargebacks

Because all payments are made manually and voluntarily, chargebacks are not applicable. Any attempt to reverse or dispute a completed manual payment immediately forfeits all replacement remedies for that order and may result in account suspension and forfeiture of future ordering privileges.

General

Claim decisions are based on carrier records, tracking data, shipment weight records, batch records, and the evidence submitted with the claim. Claim decisions are final. RUO Coalition may update this policy at any time; the version in effect at the time of purchase applies to that order.

Questions?

Contact support@ruocoalition.com with your order number.