Refund & Resolution Policy

1. General Policy — All Sales Final

Because Amino Gen Lab USA Research Sciences supplies research-grade chemicals subject to lot-specific testing and documentation, and because the integrity of returned materials cannot be verified once a shipment leaves our facility, all sales are generally considered final.

Exceptions are made only in the specific circumstances described in Section 2. Outside of those circumstances, orders cannot be cancelled, returned, or refunded after shipment.

2. Eligible Return and Refund Circumstances

Amino Gen Lab USA Research Sciences will evaluate return and refund requests under the following conditions:

Purity or Specification Discrepancy

If a received Product does not meet the purity specifications documented in the Certificate of Analysis (COA) for your specific lot, you may submit a resolution request. Supporting documentation — including your COA, third-party analytical results, and order details — will be required.

Transit Damage

If a Product arrives visibly damaged due to carrier handling, you must report the damage within five (5) business days of the delivery date. Photographs of the damaged packaging and contents are required to initiate a claim.

Fulfillment Error

If Amino Gen Lab USA Research Sciences ships an incorrect Product or incorrect quantity due to a fulfillment error on our part, we will arrange for return shipping at no cost to you and promptly ship the correct order.

3. How to Submit a Resolution Request

To initiate a return or resolution request, contact our team at our contact page within the applicable reporting window. Your request must include:

• Your order number and account information.
• A description of the issue, including the specific lot number and Product name.
• Supporting documentation (photographs, third-party analytical results, or delivery confirmation as applicable).

Our team will respond within two (2) business days to acknowledge your request and provide next steps. Requests submitted outside the applicable reporting window or without required documentation may not be eligible for resolution.

4. Return Process

If a return is authorized by Amino Gen Lab USA Research Sciences, the following conditions apply:

• Returns must be shipped within fourteen (14) calendar days of receiving written authorization from our team.
• Products must be returned in original, unopened packaging where applicable.
• Return shipping instructions will be provided by our team. Unauthorized returns — those shipped without prior written authorization — will not be accepted or refunded.
• Amino Gen Lab USA Research Sciences will provide a prepaid return label for fulfillment errors or confirmed transit damage. For other eligible circumstances, return shipping costs will be evaluated on a case-by-case basis.

5. Refund Processing

Where a refund is approved following inspection of a returned Product:

• Refunds will be issued to the original payment method on file.
• Processing time is approximately ten (10) business days from the date Amino Gen Lab USA Research Sciences receives and inspects the returned Product.
• Partial refunds may be issued in cases where only a portion of the order is affected by an eligible circumstance.
• Shipping charges are non-refundable unless the return is the result of a fulfillment error or confirmed transit damage.

6. Order Cancellations

Orders may be cancelled only if they have not yet been processed for fulfillment. To request a cancellation, contact us immediately at our contact page with your order number. Once an order has been confirmed and entered into fulfillment, cancellation is no longer possible.

7. Non-Returnable Items

The following are not eligible for return or refund under any circumstances:

• Products that have been opened, used, or handled outside of standard laboratory procedures.
• Products returned without prior written authorization.
• Products for which the reporting window has expired (transit damage reported after five business days; specification discrepancies reported after thirty days of receipt).
• Custom or special-order formulations manufactured to your specifications.

8. Modifications to This Policy

Amino Gen Lab USA Research Sciences reserves the right to update this Refund & Resolution Policy at any time. Changes will be reflected by updating the "Last updated" date at the top of this page. Your continued use of our services after any modification constitutes acceptance of the updated policy.

For questions about a specific order or circumstance not addressed here, please contact our team directly.