refund policy.

01part of our terms

This Refund Policy is part of our Terms of Sale & Use. Words with a capital letter have the meanings given there.

02no returns

We do not accept returns, opened or unopened. Once a Product leaves our custody we cannot verify how it was stored or handled, so it can never return to inventory.

When we approve a refund or replacement under this policy, you do not need to send anything back. Please do not ship Products to us: unauthorized returns are not accepted or credited, and may be refused or destroyed.

03certificate backed guarantee

Every size of every lot is tested by an independent laboratory and covered by its own certificate of analysis. If the certificate for the lot and size you received does not confirm the identity and purity stated for that Product, contact us within 14 days of delivery and we will send a replacement or a full refund, whichever you prefer.

To claim, email support@aerinolabs.com with your order number and the Product concerned. We will identify the certificate that applies to your order from our dispatch records and send it to you. If you have independent laboratory results, send them and we will review them with our records; we may, at our own expense, arrange confirmatory testing before deciding.

This guarantee covers identity and purity as stated on the certificate. It does not cover the performance, suitability or results of any experiment or assay, which depend on factors outside our control.

04damaged or incorrect items

If an item arrives damaged, or you received something other than what you ordered, contact us within 7 days of delivery with your order number and photos of the packaging and contents. When we confirm the problem, we will replace the item or refund it. Shipments lost in transit are covered by our Shipping Policy.

05what is not covered

• Products stored outside their stated storage conditions after delivery, or otherwise mishandled.
• Products that have been dissolved, diluted, divided or otherwise altered, unless a certificate claim under this policy is confirmed.
• Experimental results, assay performance or any outcome of your work.
• Any Product used in any way outside the research use our Terms permit, including any human or veterinary use.
• Change of mind, ordering mistakes or no longer needing a Product.

06how refunds are paid

Approved refunds go to the original payment method within 10 business days of approval. How long it takes to appear depends on your bank or payment provider.

If the original payment method is unavailable, closed or was reversed, we may refund by store credit or another reasonable method. Store credit is governed by our Terms. If a refund relates to a payment that was returned or charged back, we may deduct the returned amount and the returned payment fee described in our Terms.

07cancellations

You can cancel at no cost any time before you pay your payment link. After payment, email support@aerinolabs.com before dispatch and we will cancel and refund in full. Once an order has been dispatched it cannot be cancelled. Subscribe & Save subscriptions can be cancelled anytime in your account, and cancelling stops every future delivery.

08chargebacks

Please contact us before disputing a charge with your bank. Disputing a charge without contacting us first may lead to suspension of your account and loss of any store credit, and the returned payment terms in our Terms of Sale & Use apply.

09changes to this policy

We may update this policy. Changes apply to orders placed on or after the new version's effective date. We keep every past version and will provide it on request.

10contact

AERINO LABS LLC. [Mailing address for legal notices]. Email: support@aerinolabs.com.