Refund policy.

1 · Cancelling an order

Any order can be cancelled for a full refund at any time before it is dispatched. Email us with your order number and we will cancel it and return the payment in full, including shipping.

Orders are usually dispatched within one business day of payment being verified, so please contact us as soon as you know.

2 · Damaged, incorrect, or defective on arrival

If a shipment arrives damaged, if you receive an item you did not order, or if a product materially differs from the specification published on its product page, contact us within 7 days of delivery. We will send a replacement at no cost, or issue a full refund if you would rather.

A photograph of the item and the packaging helps us resolve it quickly and helps us raise the matter with the carrier where relevant, but we will not refuse a claim for want of one.

3 · Unopened items

Unopened items in their original sealed packaging may be returned within 14 days of delivery for a refund of the product price. Return shipping is the customer's responsibility, and we ask that you contact us first so we can confirm the return address and reference.

Items must be unopened and the seal intact. Once a seal is broken we cannot accept the item back, for the reason set out below.

4 · Why opened vials cannot be returned

This is the one thing we cannot do, and it is worth explaining rather than simply stating.

These are laboratory reference materials. Once a vial has left our custody and been opened, we have no way to verify what it has been exposed to: temperature, light, contamination, or reconstitution. A returned vial cannot be re-tested to the standard our certificates of analysis represent, and it cannot honestly be sold to anyone else. Accepting it back would mean either destroying it or passing an unverifiable product to another researcher, and we will not do the second.

That is why the cancellation window above is generous and why we replace anything that arrives wrong without argument. We would rather solve a problem before a vial is opened than leave you with something you cannot use.

5 · How refunds are issued

Refunds are returned by the same method the payment was made, to the same account. We cannot refund to a different account or by a different method, which is a requirement of how payments are settled rather than a preference of ours.

Once approved, refunds are issued within 3 business days. How long the funds take to appear afterwards depends on the payment method and is outside our control.

6 · Contact us first, always

If something is wrong with your order, please tell us before contacting your bank or payment provider. We answer every message, and almost everything can be resolved directly and faster than a formal dispute. A dispute freezes the order on both sides and prevents us from simply sending you a replacement.

Reach us through the contact details on our Terms of Service page, quoting your order number, or email michael@luxlifeaminos.com.