Return and Refund Policy

1. Overview

This Return and Refund Policy explains how Mitragen, Inc. ("MitraGen", "we", "us", or "our") handles returns, refunds, exchanges, and cancellations. It applies to orders placed through our website. This policy is in addition to any rights you may have under applicable law.

2. Return window and condition

To be eligible for a return, an item generally must be:

• Requested within 30 days of the delivery date.
• Unused, unopened, and in the same condition that you received it, with any seals and original packaging intact.
• Accompanied by proof of purchase, such as your order number.

3. Items that cannot be returned

For health, safety, and regulatory reasons, products that have been opened, used, or had their seal broken are not eligible for return or refund except where they arrived damaged, defective, or incorrect, or where applicable law requires otherwise.

Items marked as final sale and gift cards are also non-returnable.

4. Damaged, defective, or incorrect items

If your order arrives damaged or defective, or you received the wrong item, contact us at support@mitragenlabs.com within 7 days of delivery with your order number and photos of the item and packaging. We will arrange a replacement or a refund at no additional cost to you.

5. How to start a return

To request a return, email support@mitragenlabs.com with your order number and the reason for the return. We will review your request and, if it is approved, provide return instructions. Please do not send items back before receiving instructions from us, as unauthorized returns may not be processed.

6. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund is approved. Approved refunds are issued to your original payment method, typically within 5 to 10 business days, though your bank or card issuer may take additional time to post the credit.

Unless the return is due to our error, original shipping charges are non-refundable, and the cost of return shipping may be deducted from your refund.

7. Return shipping

Unless an item arrived damaged, defective, or incorrect, you are responsible for the cost of return shipping. We recommend using a trackable shipping method, as we cannot be responsible for items lost in return transit.

8. Exchanges

We generally process an approved return as a refund. If you would like a different item, place a new order and return the original item in accordance with this policy.

9. Order cancellations

You may request to cancel an order before it ships by contacting support@mitragenlabs.com as soon as possible. Once an order has shipped, it can no longer be canceled, and the return process above applies.

10. Refused, undeliverable, and restricted-jurisdiction orders

If a shipment is refused, returned as undeliverable, or cannot be delivered because the destination is a jurisdiction we do not serve (see our Shipping Policy at /legal/shipping-policy), we will refund the product price once the order is returned to us, less original shipping charges and any costs we incur.

11. Contact us

For help with a return, refund, or cancellation, contact us at support@mitragenlabs.com.