Refund & Return Policy

Amino20 Labs does not accept returns or exchanges and does not issue refunds once an order has shipped, except as described in Section 2.

This follows from what we sell. These are temperature-sensitive laboratory reagents. Once a vial leaves our custody we cannot establish how it was transported, stored, opened, or handled, and we cannot represent its chain of custody to the next buyer. Material we cannot stand behind does not go back into inventory, so a return policy would mean either destroying returned stock or shipping material of unknown provenance to another laboratory. We do neither.

We do not refund for change of mind, ordering the wrong compound, size, or quantity, no longer needing an item, or dissatisfaction with experimental results.

You may submit a claim if your order:

• arrived damaged — a vial is broken, cracked, or its seal is compromised;
• is materially incorrect — the wrong compound, size, or quantity was shipped;
• was not delivered — the carrier has not delivered it and it is not merely delayed in transit;
• does not conform to its certificate of analysis on receipt.

A valid claim is resolved by replacement at our cost or, at our discretion, a refund of the purchase price. Where we replace, we pay the shipping.

Contact support within ten (10) days of delivery, or within ten days of the expected delivery date for an order that never arrived. One window applies to every claim type.

Claims after that period cannot be honored, because beyond it we can no longer separate a shipping or fulfillment problem from post-delivery storage and handling.

In a single message, please send:

• your order number;
• the catalog and lot number of the affected item;
• a short description of the problem;
• photographs of the vial, the shipping label, and the outer packaging for damage claims.

Keep the packaging until the claim is resolved. We may ask you to confirm storage conditions on receipt.

Material that has been opened, reconstituted, aliquoted, or otherwise altered; material stored outside the conditions stated on its documentation; damage arising after delivery; refusal of delivery; and orders shipped to an address later changed by the buyer or the carrier at the buyer's request.

Approved refunds are issued to the original payment method. Card refunds typically post within five to ten business days depending on the issuing bank; ACH refunds follow the same settlement timetable as the original debit. We do not control those timelines.

Orders may be cancelled without charge before they enter fulfillment. Once an order has been packed or shipped it cannot be cancelled, and Section 1 applies. Amino20 Labs may cancel any order at any time before shipment, including where verification or payment cannot be completed, and will refund any amount already collected.

If something is wrong with an order, contact support first. Nearly every issue is resolved faster directly than through a payment dispute, and a chargeback filed without contacting us prevents us from correcting the problem.

Chargebacks filed in place of a claim under this policy may result in suspension of the account and refusal of future orders, and we will submit order, verification, and delivery records in response.

This policy forms part of the Terms & Conditions. Where the two address the same subject, this policy governs refunds, returns, and claims.

Claims and questions go to our support team through the support page. Include your order number so we can respond in one pass.