Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
We charge a variable fee to cover the expenses of making a return.
If you are returning the full order (not keeping any product):
- $10 return fee: if the returned goods are valued under $100
- $15 return fee: if the returned goods are valued between $100.00 - 199.99
- $20 return fee: if the returned goods are valued between $200 - $399.99
- $25 return fee: if the returned goods are valued between $400 - 499.99
- $30 return fee: if the returned goods are valued at $500 or more
Alternatively, you may return the product for store credit without a return fee being deducted.
Similarly, partial returns in which the customer is keeping some products will be eligible for a full refund in the amount of the products returned to either the purchasing card or store credit, whichever the customer chooses.
Eligibility
To be eligible for a return, your item must be in the same condition that you received it, unused and unopened, in its original packaging, and within 30 days from the date you received the product. You’ll also need the receipt or proof of purchase.
Products that are lost during transit are eligible for refund or replacement only after 20 (if shipped within the US) or 30 days (if shipped internationally) have elapsed with no tracking update.
Unfortunately, we are unable to offer a refund or replacement once a package has been marked as delivered. For this reason, it is important to
Starting a Return
To start a return, you can contact us at support@molecularfertility.com. Please state your order number along with what products you would like to return, the state of the product (opened or unopened) you would like to return, and if you would like any approved refund as store credit or back on the purchasing card.
If you choose store credit, we will issue a full refund. If you choose to be refunded on the purchasing card we will issue a refund minus our return fee outlined above and below.
If your return is accepted, we’ll send you a return shipping label. The products must be packaged for a return in a similar box or bag as the products were sent in to ensure the products are not damaged during the return shipment. Any products that are damaged on their return shipment will not be accepted.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at support@molecularfertility.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
Once we’ve received your items we will inspect the products to ensure they are unused, unopened and in their original packaging.
If you choose to receive store credit, we will issue a full refund. If you choose to be refunded on the purchasing card we will issue a refund minus the return fee.
If you choose to be refunded on your original payment method, please remember it can up to 10-14 days for your bank or credit card company to process and post the refund to your account.
If upon inspection, the product appears to be used, opened, or otherwise damaged or not in its original packaging, we will inform you of our inspection and decision not to refund the products.
Return fees
As mentioned above, we charge a variable fee to cover the expenses of making a return.
If you are returning the full order (not keeping any product):
- $10 return fee: if the returned goods are valued under $100
- $15 return fee: if the returned goods are valued between $100.00 - 199.99
- $20 return fee: if the returned goods are valued between $200 - $399.99
- $25 return fee: if the returned goods are valued between $400 - 499.99
- $30 return fee: if the returned goods are valued at $500 or more
Alternatively, you may return the product for store credit without a return fee being deducted.
Similarly, partial returns in which the customer is keeping some products will be eligible for a full refund in the amount of the products returned to either the purchasing card or store credit, whichever the customer chooses.
International Orders
Due to the uncertainty of international posts, we do not offer any refund for products that do not reach their destination when products are ordered from and shipped internationally.
Additionally, the return fees mentioned above do not apply for international orders. All international returns will have the full cost of shipping the product both ways deducted from the return amount for store credit or refunds on the purchasing card.