Returns and refunds

We sell research chemicals whose value depends entirely on their integrity, and that integrity cannot be verified once material has left our custody. A vial that has been out of our control — however briefly, however carefully handled — may have been opened, decanted, subdivided, subjected to temperature it should not have seen, or contaminated, and no analysis performed on it afterwards can establish otherwise to the standard we require before selling it to someone else.

Consequently we do not accept returns of correctly supplied Products, and returned material is never resold. This is not a commercial preference; it is the only position consistent with the analytical standard the rest of this business is built on. Everything below follows from it.

We will replace or refund, at your election, in each of the following circumstances:

• Damaged in transit. The outer carton is breached, crushed or wet, or a vial is cracked, chipped or has lost its seal on arrival.
• Wrong item supplied. The compound, variant, strength or quantity delivered does not match the order.
• Documentation mismatch. The lot code on the vial does not match the packing slip, or no published certificate exists for the lot supplied.
• Non-conforming material. Independent analysis establishes that the Product does not meet the identity or the stated purity floor for its lot. See section 8 for how such a claim is handled.
• Lost in transit. A carrier trace concludes that the shipment cannot be located.
• Not dispatched. An order we accepted was never sent, or was cancelled by us after payment.

In these cases we bear the cost. You will not be asked to pay return shipping, and in most cases no return is required at all.

• Change of mind. Ordering the wrong compound, variant or quantity, or no longer needing the material.
• Opened, used, decanted or subdivided material, except where the defect could only have been discovered on opening and is reported immediately.
• Degradation after delivery. Material stored or handled outside the conditions stated on its product page, including freeze-thaw cycling and exposure to light or moisture.
• Incorrect delivery address entered at checkout, or a parcel unclaimed at a collection point.
• Ordinary transit delay, including carrier backlog and weather disruption.
• Results that did not meet expectations. We warrant identity and purity as certified; we warrant nothing about experimental outcomes.
• Material used in breach of our compliance policies. Any prohibited use voids every remedy under this policy.

Claims must be raised inside these windows. They are short because the evidence degrades quickly and carriers impose their own claim deadlines on us.

• Damage, wrong item, documentation mismatch — within 5 calendar days of the delivery scan.
• Delivered but not received — within 5 calendar days of the delivery scan.
• Non-delivery — after tracking has been static for 10 business days, and within 60 days of dispatch.
• Non-conforming analysis — within 30 calendar days of delivery, with the material stored correctly throughout.

For any physical claim, photograph the outer carton, the shipping label, the packing slip and the affected items before unpacking further. Photographs taken after the packaging has been discarded rarely support a carrier claim, and a claim we cannot evidence is a claim we cannot win on your behalf.

1. Contact order support through the contact page with your order number, the lot code from the packing slip, and a description of the problem.
2. Attach the photographs described above, where the issue is physical.
3. Retain the packaging and the affected items until the claim is resolved. Do not discard anything, and do not return anything until we ask — unauthorised returns cannot be tracked to a claim and are not refunded.
4. We acknowledge the same business day and give a decision within five business days, or explain what is holding it up.

Where a claim is upheld you choose between a replacement on the next available service at our cost, or a refund of the affected lines. Where the whole order failed, original shipping is refunded too.

Every payment method we accept settles outside this website, so a refund is a transfer we send back to you rather than a reversal through a processor. It is returned by the same method you paid with, to the same account the payment came from — we will not send a refund to a different account or a different method.

We send refunds within three business days of upholding a claim. Bitcoin refunds are returned in Bitcoin to the address you paid from, at the amount originally received; we do not compensate for a change in exchange rate between payment and refund.

An order may be cancelled at any point before dispatch for a full refund, including shipping. Because orders cleared before the 2:00 pm ET cut-off ship the same day, the practical window is short — contact order support immediately rather than waiting. After dispatch, cancellation is no longer possible and this policy governs instead.

We take these seriously, and we would rather you tell us than not. The procedure is deliberately specific so that both sides know what will settle it.

1. Contact us with the order number, the lot code, and the analytical result you obtained, including the method, instrument, column, wavelength and integration parameters used.
2. We compare it against the certificate for that lot and against our retained sample of the same lot.
3. Where the results genuinely conflict, we commission an independent reanalysis of the retained sample at our expense.
4. If reanalysis confirms non-conformity, we refund or replace in full, notify every other buyer of that lot, withdraw the lot from sale, and publish a correction against the certificate.
5. If reanalysis confirms the original certificate, we send you both data sets in full so you can see the basis of the finding.

A difference in reported purity that falls inside ordinary method variability, or that arises from a different assay measuring a different property — net peptide content is the common example — is not non-conformity. The testing page explains why.

Where we ask for material to be returned, it is returned at our cost using a label we provide, and it is quarantined on arrival. Returned material is never returned to sellable stock and is never resold. Depending on the claim it is either destroyed through our chemical waste route or retained as evidence for a carrier or laboratory investigation.

This matters more here than on a card-based shop, so it is stated plainly rather than buried: the payment methods we accept carry little or no buyer protection. Zelle provides none and treats an authorised transfer as final. Cash App offers only limited recourse on person-to-person payments. A Bitcoin transaction cannot be reversed by anyone once it has confirmed.

In practice this policy — not a chargeback — is your route to a remedy, which is why it is written to be predictable and why the circumstances we cover are listed explicitly above. Contact us and we will work through it.

Where a dispute is raised in bad faith, including on a delivered order where no claim was ever raised with us, we defend it with the delivery record, the order documentation and the research-use acknowledgement attached to the order, and we decline further orders.

Nothing in this policy limits or excludes any right you hold under applicable law that cannot lawfully be excluded, including rights relating to goods that are not as described. Where such a right applies and conflicts with anything above, that right prevails to the extent of the conflict.

All claims start with order support on the contact page. Order support replies the same business day; have your order number and lot code ready when you write.