Returns & Refunds
A documented return process for qualified research purchasers, from request to resolution.
30 days from delivery
Return request period
3 business days
Refund processing after approval
Prior authorization required
Before returning any materials
01 / Documentation
Provide order details for review.
Contact ZILKER with the relevant order information before preparing a return shipment.
02 / Product condition
Keep materials unopened and securely stored.
Returned materials must remain unopened and in their original condition, subject to review and applicable return requirements.
03 / Compliance review
Each request is evaluated individually.
Return and refund decisions are subject to product eligibility, order records, and applicable policies.
Before initiating a return
Contact ZILKER to request authorization before shipping any materials. Unauthorized return shipments may be refused.
01 — Overview
This policy applies to purchases made under ZILKER’s Business-to-Business (B2B) Research Use Only (RUO) terms.
Products are designated for laboratory and scientific research purposes and are not intended for personal, household, recreational, clinical, diagnostic, therapeutic, or veterinary use.
02 — Return Eligibility
Return requests must be submitted within 30 days of delivery. Contact ZILKER and obtain written authorization before returning any materials.
Returns shipped without prior authorization may be refused.
03 — Damaged, Defective, or Incorrect Orders
Inspect shipments upon delivery and notify ZILKER promptly if an order arrives damaged, contains incorrect items, or presents a potential product defect.
Following review, an approved resolution may include a replacement or refund, subject to the circumstances and applicable policies.
04 — Exchanges
Direct exchanges are not available. Where a return is approved, a refund may be issued and a separate order may be submitted, subject to product availability and applicable purchasing requirements.
05 — Refunds
Approved refunds are submitted to the original payment method within 3 business days of approval. The time required for the funds to appear in an account may vary depending on the payment provider or financial institution.
Opened or used RUO materials are generally ineligible for return, except where required by applicable law or otherwise approved under the applicable policy.
Potentially eligible reasons
- Verified shipping damage
- Order fulfillment errors
- Confirmed product defects
All requests are subject to review of the relevant order records and supporting documentation.
06 — Return Authorization
All returns require prior authorization. ZILKER may:
- Approve or decline requests based on the applicable policy.
- Request additional information or supporting documentation.
- Refuse unauthorized return shipments.
Nothing in this policy limits rights or remedies that cannot lawfully be excluded.
07 — Return Address
An authorized return address and applicable shipping instructions will be provided after a return request has been reviewed and approved.
Do not ship materials until return authorization has been issued.
08 — Delayed Refunds
If a refund has not appeared within 15 business days of return approval, contact ZILKER with the relevant order details so the transaction can be reviewed.
Request a Refund Review
Contact ZILKER with the order number and supporting information regarding the request.