DRAFT — template for attorney and client review. Not legal advice.
Effective date: EFFECTIVE DATE
Research compounds are sold against a documented chain of custody. Once a shipment leaves our fulfillment partner, we can no longer attest to how it was transported, stored, or handled. For that reason our policy is built around cancellation before dispatch and replacement of orders that arrive damaged or incorrect — not returns.
All sales of research compounds are final once the order has been dispatched. We do not accept returns, and we cannot resell, restock, or re-enter into inventory any vial that has left our custody, regardless of whether the seal is intact. This is a product-integrity requirement, not a commercial preference: a compound whose storage history we cannot verify cannot be certified to the batch data on its certificate of analysis.
Do not ship product back to us without written authorization. Unauthorized returns are not refunded and cannot be returned to you.
You may cancel an order at no cost at any time before it is dispatched. Email SUPPORT EMAIL with your order number and the word "cancel" in the subject line. If we receive the request before the label is generated, we will cancel the order and refund the full amount, including shipping, to the original payment method.
Orders dispatch quickly — same-day for orders cleared before 12:00 PM ET — so a cancellation request sent after that cutoff frequently arrives too late. Once a label has been generated, the order cannot be cancelled.
We will replace, at our expense, any order that arrives damaged, incomplete, or containing an item other than the one ordered.
How to file a claim
How claims are resolved
We review claims within 2 business days of receiving complete photo evidence. Approved claims are resolved by shipping a replacement of the affected items at no charge. Where the item is out of stock, we will offer a substitution of equal value or a refund of that line item to the original payment method. Refunds are issued at our discretion; replacement is the default remedy.
Claims submitted after the 7-day window, or without the photographic evidence described above, cannot be approved.
Where a refund is issued, we process it to the original payment method within 3 business days of approval. Your bank or card issuer typically posts it within 5–10 business days; that final step is outside our control. Refunds cannot be issued to a different card, account, or person than the one used at purchase. Refunds on ALTERNATIVE PAYMENT METHODS are handled as ALTERNATIVE-RAIL REFUND TERMS — client to specify.
If something is wrong with your order, contact us first. We resolve legitimate claims quickly. Filing a chargeback before contacting us delays resolution and may result in the account being closed to future orders.
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