Refund / Replacement Policy

1. Request a review

Contact support with your name, email, order number if available, and a description of the issue. Identify the affected product and lot when relevant.

2. Issues we can review

We review requests involving:

• An incorrect item, damaged shipment, or missing item.
• A carrier-confirmed lost shipment.
• A product or lot documentation issue.
• A material nonconformity supported by our review.

3. When to report an issue

Submit damaged, incorrect, or missing item requests within 7 days of delivery unless we approve a different review window in writing.

4. Information for the review

We may request photos or other information to assess a damaged shipment, incorrect item, or documentation concern. Include your order number in follow-up messages so we can connect them to your request.

5. What is not eligible

The following are not eligible:

• Opened or altered products, or products not stored as directed.
• Purchaser error, an incorrect address supplied by the customer, or refusal or failure to receive a package.
• Dissatisfaction with research outcomes, misuse, or requests for guidance outside our support scope.
• Medical, personal-use, or other prohibited-use reasons.

6. Return authorization

Do not return a product without written authorization. Authorized returns may be limited to unopened, unaltered products maintained under appropriate storage conditions.

7. Resolution options

Depending on our review, an eligible request may be resolved by replacement, refund, store credit, a documentation update, or another support action at our discretion. Submitting a request does not guarantee a particular resolution.

8. Shipping fees

Shipping fees may be non-refundable unless we determine that the issue was caused by Alpha Life Sciences or a carrier-confirmed issue.