General return rule
We do not accept ordinary change-of-mind returns after shipment because research materials cannot reliably be restored to their original controlled condition after leaving our custody. This does not remove remedies for verified fulfillment errors, transit damage, missing items, material product discrepancies, or rights provided by law.
Cancellation
Eligible customers place and pay for orders at checkout. You may cancel an unpaid checkout using an available account control or contact us. For a paid order, contact us immediately. We will reasonably attempt to stop fulfillment, but cannot guarantee cancellation once fulfillment is underway or the package has been handed to the carrier. Submitting a cancellation request does not itself recall a shipment.
On confirmed cancellation of an unshipped order, we release an authorization or refund the amount collected for the canceled items and associated refundable charges. If Upward cancels because an order cannot be fulfilled or lawfully proceed, we refund the applicable collected amount unless law requires funds to be blocked or handled differently. Eligibility concerns do not automatically permit retaining payment for unfulfilled goods.
Visible damage, wrong items, or missing contents: 24 hours
Notify Upward within 24 consecutive hours after delivery, including weekends and holidays, of visible damage, incorrect items, or missing contents that a reasonable inspection would reveal. Use the support details on our Contact page and provide the order reference, affected item/lot where available, issue description, and relevant photographs of the container, label, packaging, and product.
Initial notice must identify the problem within the window. Additional evidence reasonably requested may follow. You do not need our reply within the 24 hours. Retain materials and packaging where safe and do not use an affected product while the issue remains unresolved.
Late reports may be declined where law permits. We consider circumstances preventing timely reporting and do not apply this period to eliminate rights that cannot lawfully be restricted. An incorrect carrier scan does not start the window for a package not delivered.
Concealed problems and product discrepancies
Report a problem not reasonably discoverable during delivery inspection promptly after you discover or reasonably should discover it. Provide the available product and lot details, relevant order records, storage conditions, and other information needed to understand the discrepancy. We do not require reports of bodily effects as evidence of research-product quality.
We may request reasonable evidence and may deny a claim to the extent evidence establishes that it resulted from contamination, improper storage, alteration, mishandling, or other post-delivery conduct rather than a covered issue with the material as supplied or its shipment.
Remedies
For a verified issue for which Upward is responsible, we provide an appropriate replacement or refund, subject to customer choices and remedies required by law. We do not require store credit as the only remedy where a refund is legally required. Alternative resolutions may be agreed with you.
We cover reasonable corrective shipping for an Upward error. Refunds include applicable associated tax and shipping charges as appropriate to the remedy or required by law.
Returns and disposal
Do not ship products back without written authorization and safe instructions. Some materials require special handling, packaging, or disposal. We may request reasonable evidence or return but will not require unsafe shipment. Returned materials are not automatically restored to sellable stock. Follow applicable hold, withdrawal, or recall instructions.
Research results
A refund is not available solely because an experiment did not produce the desired result. This does not prevent a supported claim that material differed from an express description or another covered problem occurred. This policy does not establish an additional voluntary product-conformance warranty program.
Refund processing and disputes
Refunds ordinarily return to the original payment method. If unavailable, we arrange an appropriate lawful alternative. We initiate refunds promptly and within applicable legal deadlines; an internal approval process does not postpone a required deadline. Your bank or payment provider may take additional time to post the credit.
Contact us when practicable about a billing problem. You retain protected rights to dispute unauthorized or erroneous charges, and contacting us does not override a dispute deadline. We may investigate fraud and deliberate misrepresentation. A legitimate complaint or dispute does not automatically trigger a penalty or permanent restriction.
A complaint revealing prohibited human or animal use may trigger a separate compliance review but does not eliminate an independently valid fulfillment, damage, discrepancy, or legally required remedy. The policy version presented for your purchase applies except where law requires otherwise.