Refund & Return Policy

1. Refund Eligibility

You may be eligible for a refund or replacement in the following circumstances:

• Damaged in Transit: The product arrived visibly damaged, with compromised packaging, broken seals, or evidence of mishandling during shipping. You must report damage within 48 hours of delivery with photographic evidence.
• Incorrect Product: You received a product different from what was ordered (wrong catalog number, wrong quantity, or wrong peptide sequence).
• Quality Issue: The product does not meet the specifications stated on the Certificate of Analysis (COA). Claims must be supported by third-party analytical data and submitted within 14 days of delivery.
• Missing Items: One or more items from your order were not included in the shipment.

2. Non-Refundable Situations

Refunds and returns will not be granted in the following cases:

• Change of mind, incorrect ordering by the customer, or products no longer needed for a research project.
• Products that have been opened, used, contaminated, or improperly stored after delivery.
• Claims submitted after the applicable reporting window (48 hours for damage, 14 days for quality issues).
• Custom synthesis orders, made-to-order peptides, or specially sourced products — these are non-refundable once production has commenced.
• Products used in a manner inconsistent with our Research Use Only policy.
• Shipping delays caused by external factors such as customs clearance, courier service disruptions, natural disasters, or force majeure events.

3. How to Request a Refund

To initiate a refund or return request, follow these steps:

• Step 1: Email us at contact@truestandardlabs.com with your order number, a description of the issue, and photographic or analytical evidence where applicable.
• Step 2: Our quality assurance team will review your request and may ask for additional information, including storage conditions, handling details, or third-party test results.
• Step 3: You will receive a decision within 5 business days of submitting a complete request. If approved, we will issue a refund, replacement, or store credit based on the circumstances.

Do not return any product without first obtaining a Return Merchandise Authorization (RMA) number from our team. Unauthorized returns will not be accepted.

4. Refund Method and Timeline

Approved refunds will be processed using the original payment method:

• Credit/Debit Card: Refund credited within 7-10 business days, depending on your card issuer.
• Cryptocurrency: Refunded in the same cryptocurrency at the exchange rate prevailing at the time of refund processing.
• Bank Wire Transfer: Refund processed within 7-14 business days.
• Store Credit: Issued immediately and valid for 12 months from the date of issue.

Shipping charges are non-refundable unless the return is due to an error on our part (incorrect product, damaged shipment, or quality defect).

5. Return Shipping

If a physical return is required, the following conditions apply:

• Return shipping costs are borne by TrueStandard Labs if the return is due to our error (wrong product, damaged item, or quality issue).
• Products must be returned in their original, unopened packaging with intact seals and labels.
• Returns must be packaged securely to prevent damage during return transit. We will provide shipping instructions.
• All returns must be shipped within 7 days of receiving the RMA number.

6. Reship Policy

In cases where a package is lost in transit, confirmed damaged beyond use, or significantly delayed (more than 15 business days past the estimated delivery date), TrueStandard Labs will reship the order at no additional cost, subject to the following:

• A lost-package claim must be filed with our support team, and we will coordinate with the carrier to investigate.
• Reshipment will be initiated once the carrier confirms the package as lost, or after 15 business days without a delivery update.
• We reserve the right to choose the shipping method for reshipped orders.

7. Order Cancellation

You may cancel an order for a full refund under the following conditions:

• Before Shipment: Orders can be cancelled free of charge if the cancellation request is received before the order has been dispatched. Contact us at contact@truestandardlabs.com with your order number.
• After Shipment: Once an order has been shipped, it cannot be cancelled. You may request a return after delivery, subject to the eligibility criteria above.
• Custom Orders: Custom synthesis and made-to-order products cannot be cancelled once production has begun.

8. Contact Information

For refund or return inquiries, please reach out to our support team:

TrueStandard Labs
Email: contact@truestandardlabs.com
Website: truestandardlabs.com