Refund Policy
Because of the nature of our products — cold-chain-sensitive, lot-tracked, and subject to chain-of-custody requirements once they leave our facility — we cannot accept physical returns of delivered product for restocking or resale under any circumstances. This protects every customer from receiving a product whose handling history after leaving our facility can't be verified. Refunds and replacements are instead issued based on the specific, verifiable criteria below.
Eligible for refund or replacement
You may request a refund or replacement if, within [X] days of delivery, one of the following applies and is reported with the supporting evidence noted:
| Issue | What's required |
|---|---|
| Order arrived damaged (broken vials, compromised packaging) | Photos of the damaged item(s) and shipping box, submitted within 48 hours of delivery |
| Temperature excursion (cold-chain packaging failed — packaging warm/ice packs fully melted on arrival) | Photos of the packaging and ice packs on arrival, submitted within 24 hours of delivery |
| Incorrect item shipped (wrong product or supply length) | Photo of the received label/lot, submitted within [X] days of delivery |
| Failed to match Certificate of Analysis (independent testing shows the product does not meet its published COA) | Third-party lab results or documented discrepancy, submitted within [X] days of delivery |
| Order lost in transit (confirmed by carrier tracking as undelivered past [X] days) | Tracking reference; we will confirm with the carrier before issuing resolution |
Approved claims are resolved as a replacement from the next verified lot, or a refund to your original payment method, at our discretion, unless you specify a preference and the situation allows it.
Not eligible for refund
- Change of mind after delivery
- Product that has been opened, reconstituted, or used
- Claims submitted after the reporting window above has passed
- Temperature excursions or damage not reported with photo evidence within the required window
- Delivery delays or issues caused by an incorrect address provided at checkout
- Orders confirmed delivered by carrier tracking where no damage or excursion is reported within the window above
How to request a refund or replacement
- Contact [SUPPORT EMAIL] with your order number, the issue, and the required evidence listed above.
- Our team reviews claims and responds within [X business hours/days].
- Approved claims are resolved without requiring you to ship anything back, given the chain-of-custody restrictions described above.
Warranty claims
Quality issues discovered through normal use are handled under our separate Warranty Policy, which this Refund Policy works alongside.
Order cancellations
Orders can be canceled for a full refund only if they have not yet shipped. Once an order has shipped, it is subject to the criteria above.
Contact
Questions about this policy: [SUPPORT EMAIL].