Refund Policy

Effective date: September 1, 2026 · Last updated: September 1, 2026

This Refund Policy applies to purchases of Sterigen products from Maxx Laboratories LLC through www.sterigen.us. Sterigen products are sterile-filled laboratory materials. Once a vial leaves our custody we cannot verify how it has been stored, handled, or transported, and it can never be returned to inventory or resold. For that reason, all sales are final.

All sales are final. We do not accept returns or exchanges on any product, opened or unopened. Please review your order carefully — product, quantity, and shipping address — before completing checkout. The only exceptions are orders cancelled before they ship (Section 2) and orders that arrive damaged or incorrect, or never arrive at all (Section 3).

1. No returns or exchanges

We do not accept returns of any product, whether opened or unopened.
We do not offer exchanges.
We do not issue refunds for change of mind, for ordering the wrong product or quantity, for no longer needing the product, or for product affected by storage or handling after delivery.
Please do not ship product back to us. Unauthorized returns are not accepted, are not refunded, and cannot be shipped back to you.

2. Cancelling an order before it ships

If you need to cancel, email info@sterigen.us as soon as possible with your order number. If we receive your request before your order has been handed to the carrier, we will cancel it and refund it in full. Once an order has shipped, it cannot be cancelled and the sale is final.

3. Damaged, incorrect, or undelivered orders

We stand behind what we ship. Please inspect your order on arrival.

Damaged or incorrect: contact us within 7 days of delivery with your order number and photos of the shipping carton, the packing slip, and the affected vials. Please keep the original packaging until the claim is resolved.
Never delivered: contact us within 30 days of the ship date with your order number.

If we confirm the issue, we will replace the affected items or refund them, at our discretion, at no additional cost to you. Claims made outside these windows, orders lost or stolen after the carrier records them as delivered, and orders sent to an address entered incorrectly at checkout are reviewed case by case and may not be covered.

4. How an approved refund is issued

Please note — crypto payments. Because payments are processed through our crypto-based payment provider (PsiFi / Transak), refunds are not automatically reversible the way traditional card refunds are. Approved refunds are issued manually. Refunds are calculated on the original U.S.-dollar purchase price of the affected item(s). If a refund is issued in cryptocurrency, the amount of cryptocurrency returned is determined using the exchange rate at the time the refund is processed, so the number of tokens returned may differ from the number originally paid. Original payment-network or blockchain transaction fees are non-refundable.

Approved refunds are typically issued within 5–10 business days of approval. Shipping charges are refunded only where an entire order is refunded because it arrived damaged or incorrect, or was never delivered. At our discretion, and with your agreement, a refund may instead be provided as store credit.

5. Payment disputes

If something is wrong with your order, please contact us first — most issues are resolved quickly by email. Filing a chargeback or payment dispute without contacting us does not change the terms of this policy, and we will respond to the payment provider with this policy and the order record.

6. Contact us

Questions about this policy or an order? Contact Maxx Laboratories LLC at info@sterigen.us.