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Refund & Return Policy

Last updated November 10, 2026

Need help with an order? Contact our support team at support@sterilewatersupply.com.

Overview

Our products are sold for laboratory and research use only. To protect product integrity and safe handling, all sales are final and we do not accept returns, except as described below. In limited circumstances Sterile Water Supply may, at its sole discretion, authorize a return, replacement, store credit or refund.

Damaged orders

If your order arrives damaged, email support@sterilewatersupply.com within 24 hours of delivery and include:

  • Your order number
  • Clear photos of the damaged product and its packaging

We will review your request and decide on a fair resolution, which may be a replacement or a partial refund.

Undelivered orders

If your order is not delivered and the carrier's tracking confirms a failed delivery, we will reship it at no extra charge.

Marked delivered but not received

If tracking shows your package as delivered but you did not receive it:

  • File a missing-package claim with the carrier.
  • If the carrier confirms the package was lost or misdelivered, we will reship your order at our cost.
  • If the carrier confirms it was delivered to the address you gave at checkout, our delivery obligation is complete and we cannot replace or reship it.

Not eligible for a return or refund

  • Damage reports made more than 24 hours after delivery
  • Products that have been opened, used, tampered with or stored improperly
  • Orders the carrier confirms were delivered
  • Change-of-mind requests

Authorized returns: fees and refunds

If we authorize a return:

  • A 20% restocking fee applies.
  • Original shipping charges are not refundable.
  • Refunds go back to the original payment method after we receive and inspect the returned item.

Chargebacks

Please contact us before disputing a charge with your bank. Most problems can be solved quickly by email. Charges from us appear on your card statement as SW Supply.

If a chargeback is filed, we will give the payment processor the full order record and delivery confirmation. A chargeback filed without first contacting us may lead to the account being refused future orders. Where a chargeback is reversed in our favor, we may seek recovery of related fees as permitted by law.

Contact

Email support@sterilewatersupply.com and we will help as quickly as we can.