Policies
Refund Policy
Effective date: July 15, 2026 · Contact: [email protected]
Effective date: July 15, 2026
Contact: [email protected]
1. General
All sales of Research Use Only laboratory materials are subject to this Refund Policy, our Terms of Service, and applicable law. Because products are research chemicals, return options are limited for safety, quality, and diversion-control reasons.
2. Order cancellation before shipment
If an order has not been transmitted to fulfillment / has not shipped:
- You may request cancellation by emailing [email protected] with order number.
- If payment has captured, we will refund via the original method when feasible (ACH timelines may be longer than card rails).
We may also cancel before shipment for policy, fraud, or inventory reasons and will refund amounts paid for canceled items.
3. After shipment
Wrong item or verified fulfillment error
Contact support within 7 days of delivery with order number, photos of label and contents, and description of the error. We may offer replacement or refund at our discretion after verification.
Carrier loss or damage
Contact support within 7 days of the delivery event or expected delivery with documentation. Remedies depend on carrier investigation and our fulfillment terms.
Change of mind
Unopened products may be ineligible for return once shipped. If we ever authorize a return exception in writing, materials must be unopened, unused, and returned at your expense with tracking; restocking fees may apply.
Opened products
Opened vials are non-returnable except where mandatory law requires otherwise.
4. Policy-violation cancellations
If we cancel due to suspected human-use diversion, false attestation, abusive chargebacks, or requests for dosing/administration guidance:
- We may refund (order cancelled) or
- Refuse future service and retain amounts only to the extent permitted by law and our Terms
Fraudulent payments will be handled with processors and, if appropriate, authorities.
5. ACH / eCheck returns
If you pay by bank debit / eCheck and the payment is returned (NSF, stop payment, etc.), you remain responsible for the order total plus any allowed recovery fees, and we may cancel fulfillment and restrict the account.
6. Crypto payments
Cryptocurrency payments, once confirmed on-chain per our crypto checkout configuration, are generally final. Refunds, if approved, may be made in store credit, fiat, or crypto at our discretion and may reflect network fees and value variance—disclosed case by case.
7. How to request
Email [email protected] with:
- Order number
- Reason for request
- Photos if physical issue
- Prefer not to include medical or dosing narratives — they are not needed and may trigger policy review
8. Processing time
Approved refunds are initiated within approximately 10 business days after approval; bank posting times vary.