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Refund and returns policy

This policy explains when an order can be cancelled, how damaged, incorrect or missing items are handled, why opened research compounds cannot be returned, and how refunds are paid.

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Policy at a glance

Every vial ships sealed, tested and tracked. If something arrives damaged, incorrect or missing, tell us within 7 days of delivery and we will replace it or refund you. Because we cannot verify how a compound was stored after delivery, opened vials cannot be returned.

  • Cancel free of charge before dispatch
  • Report damaged or incorrect items within 7 days
  • Refunds go back to the original payment method

Cancel early

Full refund for any order cancelled before it ships.

Damage covered

Damaged, incorrect or missing items replaced or refunded.

Lot backed

A vial that does not match its published COA is reviewed.

Clear refunds

Paid back to your original payment method.

1. Overview

AltherixLabs supplies lyophilized research compounds that are tested by an independent ISO/IEC 17025 laboratory before release. Because the integrity of a research compound depends on how it is stored and handled, this policy is stricter than a typical retail returns policy. It applies to every order placed on altherixlabs.com.

2. Order cancellations

You can cancel an order free of charge at any time before it is dispatched. Email us with your order number as soon as possible: orders placed by 2pm ET on a business day usually ship the same day, so the window to cancel is short.

Once an order has been handed to the carrier it can no longer be cancelled. If it arrives damaged, incorrect or incomplete, section 3 applies.

3. Damaged, incorrect or missing items

If an item arrives damaged, if you receive the wrong compound or strength, or if an item is missing from your order, contact us within 7 days of delivery and include:

  • Your order number
  • The lot number printed on the vial
  • Clear photos of the vial, its seal and the packaging

Please keep the item and its packaging until we have reviewed your report. Once confirmed, we will send a replacement or issue a full refund for the affected item, including any shipping you paid for it.

4. Lot quality concerns

Every lot is tested before release and its Certificate of Analysis is published in our COA library. If you believe a sealed vial does not match the published results for its lot, contact us within 30 days of delivery with the lot number and a description of your concern.

We will review the lot record and may ask you to return the sealed vial for retesting. If the vial is confirmed not to meet its published specification, we will replace it or refund it in full.

5. Items that cannot be returned

We do not accept returns for change of mind. The following cannot be returned or refunded:

  • Vials that have been opened, reconstituted or had their seal broken
  • Items stored outside the conditions stated on the label or product page
  • Items reported after the time limits in this policy
  • Products bought from anyone other than AltherixLabs
  • Orders where research results were not as expected

We cannot accept items back into stock once they have left our control, because we cannot confirm how they were stored or handled.

6. Lost and delayed shipments

Every order ships tracked within the United States. If tracking shows no movement for 7 business days, or shows an order as delivered when you have not received it, contact us within 14 days of the expected delivery date. We will open a claim with the carrier and send a replacement or refund once the claim is resolved.

We are not responsible for orders sent to an incorrect address entered at checkout. If an order is refused or returned to us as undeliverable, we will refund the order value less the original shipping cost.

7. How refunds are paid

Approved refunds are issued to the original payment method within 2 business days of approval. Your bank or card provider may take a further 5 to 10 business days to show the refund on your statement.

Shipping charges are refunded only where the problem was caused by us, such as a damaged, incorrect or missing item.

8. Chargebacks

If there is a problem with your order, please contact us before opening a dispute with your bank. Most issues are resolved within one business day by email. Disputes opened without contacting us first can delay a resolution, and we may suspend accounts linked to chargebacks that are found to be unfounded.

9. Contact us

If you have questions about this refund and returns policy, or want to report a problem with an order, please contact:

Effective date: October 2026. Last updated: October 2026.

Research use only

All AltherixLabs products are supplied strictly for in-vitro laboratory research. They are not drugs, dietary supplements, cosmetics or foods, have not been approved by the FDA, and are not intended for human or veterinary use or to diagnose, treat, cure or prevent any disease. By ordering, buyers confirm they are 21 or over and are purchasing for lawful research. If you have a documentation or compliance question, please contact us before ordering.