Refund & Returns Policy

Why We Maintain This Policy

Carna Rose products are specialized research materials. Once an order has left our control, we cannot verify how the products were stored, handled, transported, or maintained.

Customer Responsibility

Before completing a purchase, customers are responsible for confirming that all order details are correct.

• Verify the exact product name and concentration.
• Verify the number of products being ordered.
• Confirm the billing and shipping information.
• Review all product descriptions and research notices.
• Confirm that the product is appropriate for the customer’s intended laboratory research.
• Confirm compliance with all applicable laws, regulations, and institutional requirements.
• Contact Carna Rose with product questions before submitting the order.

Order Changes and Cancellations

Carna Rose begins reviewing and processing orders promptly. Because of this, changes or cancellations cannot be guaranteed after an order has been submitted.

• Contact us immediately after discovering an order error.
• Product, quantity, payment, or address changes may not be possible once processing begins.
• Orders that have entered fulfillment cannot be guaranteed for cancellation.
• Orders that have been shipped cannot be canceled.
• An inability to change or cancel an order does not make the purchase eligible for a refund.

Damaged, Defective, Missing, or Incorrect Products

Although routine refunds and returns are not accepted, Carna Rose will review concerns involving products that arrive damaged, defective, missing, or different from the items listed in the customer’s order.

Notification Is Required Within 24 Hours

Report the issue through our contact page within 24 hours of delivery.

The message should include:

• The customer’s full name
• The Carna Rose order number
• A clear description of the reported issue
• Photos of the affected product
• Photos of the shipping box or mailer
• A clear photo of the shipping label
• Photos of all internal packaging materials
• Any additional information reasonably requested during the review

Keep the Product and Packaging

Do not discard, use, open, alter, reconstitute, or dispose of the affected product or any shipping materials until Carna Rose has completed its review.

Review of Reported Issues

Each reported issue is reviewed individually. Submission of a claim does not automatically establish that a product is defective, damaged, missing, or incorrectly fulfilled.

During the review, Carna Rose may:

• Review the customer’s order and fulfillment records
• Review product and package photographs
• Request additional photographs or information
• Review carrier tracking and delivery information
• Compare the reported issue with fulfillment records
• Require the customer to preserve the product and packaging during the investigation

Carna Rose reserves the right to deny claims that cannot be verified, are submitted outside the required period, involve altered products, or are inconsistent with order and shipping records.

Resolution of Verified Issues

When Carna Rose confirms that a product was damaged, defective, missing, or fulfilled incorrectly, we may provide an appropriate resolution at our discretion.

Depending on the circumstances, the resolution may include:

• Replacement of the verified affected product
• Shipment of a verified missing product
• Correction of an incorrectly fulfilled product
• Store credit when replacement or correction is not reasonably available
• A refund when required by applicable law or specifically approved by Carna Rose
• Another reasonable resolution selected by Carna Rose

Any replacement, credit, or refund is limited to the verified affected portion of the order. Shipping costs, unrelated products, and previously delivered products are not automatically included.

Customer Ordering Errors

Carna Rose is not responsible for products or quantities ordered incorrectly by the customer.

Customer ordering errors include:

• Selecting the incorrect product
• Selecting the incorrect concentration
• Ordering the incorrect quantity
• Submitting an order more than once
• Entering an incorrect shipping address
• Failing to review the cart before completing checkout

Products correctly fulfilled according to the submitted order are not eligible for a return, replacement, exchange, or refund because the customer intended to purchase a different item.

Payment Processing and Refund Timing

All payments are considered final once an order has been accepted and processed, except when a refund is specifically approved by Carna Rose or required by applicable law.

When a refund is approved:

• The refund will generally be issued to the original payment method.
• Processing time may vary depending on the payment provider or financial institution.
• Carna Rose does not control how quickly a bank or card provider posts an approved refund.
• Shipping charges may remain nonrefundable unless they are included in the approved resolution.

Payment Disputes and Chargebacks

Customers should contact Carna Rose through our contact page before initiating a payment dispute or chargeback.

This gives us an opportunity to review the order, shipping records, and reported concern before the matter is submitted to a payment provider.

• Fraudulent, misleading, or abusive disputes may result in account restrictions.
• Carna Rose may provide order, policy, delivery, and communication records to payment processors.
• Customers remain responsible for truthful and accurate representations to banks and payment providers.
• Filing a dispute does not change the terms accepted when the order was completed.

Refused, Unclaimed, and Returned Packages

Packages that are refused, unclaimed, undeliverable, or returned because of inaccurate customer-provided information are not automatically eligible for a refund.

• Original shipping charges are nonrefundable.
• Additional shipping and handling charges may apply before an eligible package is reshipped.
• Reshipment is subject to verification, condition, availability, and approval.
• Products that cannot be returned to available inventory may not qualify for reshipment or store credit.
• Refusing delivery does not cancel the order or override the all-sales-final policy.

Policy Exceptions

Except for verified order issues approved by Carna Rose or rights that cannot legally be waived, we do not make exceptions based on:

• First-time customer status
• Order size or purchase value
• Repeat-customer status
• Special circumstances or project changes
• Customer failure to use the product
• Customer expectations or anticipated outcomes
• Legal, institutional, or regulatory changes
• Failure to review this policy before purchase

Customer Acknowledgment

By completing a purchase through Carna Rose, the customer acknowledges and agrees that:

• The customer reviewed the order before submitting it.
• The customer reviewed and accepted this Refund & Returns Policy.
• All purchases are final except under the limited circumstances stated in this policy.
• Products are purchased exclusively for legitimate laboratory research.
• Carna Rose does not provide medical, dosing, or human-use guidance.
• The customer accepts responsibility for legal and regulatory compliance.

Contact Information

Questions about this policy should be submitted through the Carna Rose contact page.

For order-related concerns, include your full name, order number, checkout email address, a clear description of the issue, and any supporting photographs or documentation.

Contact us before placing an order when clarification is needed about a product, quantity, shipping method, or store policy.