Customer Care

Return & Refund Policy

What can and cannot be returned, how to raise a claim, and how refunds are issued.

Last updated: 24 August 2026

This policy explains the circumstances in which Alpha Wolf Labs LLC accepts returns and issues refunds. It forms part of our Terms of Service. Please read section 2 carefully — research chemicals cannot be restocked once they have left our control, and the return position reflects that.

1. Summary

Unopened, unused products in original sealed packaging: returnable within 14 days, subject to approval
Opened, used, or seal-broken products: not returnable
Products that arrived damaged, incorrect, or materially outside their stated specification: replaced or refunded in full
Every return requires a Return Authorisation before it is sent back

Returns sent without a Return Authorisation number cannot be accepted, identified or refunded.

2. Products That Cannot Be Returned

Because these are research materials whose integrity depends on unbroken cold chain, sealed packaging and documented handling, we cannot resell any product that has left our control and been opened or used. Once a seal is broken we have no way to verify storage conditions, and reselling that product would defeat the purity guarantee the rest of this site rests on.

Any product whose vial seal or tamper-evident packaging has been opened
Any product that has been reconstituted, diluted or otherwise used
Any product stored outside the conditions stated on its Certificate of Analysis
Bacteriostatic water, syringes, and other consumable supplies once opened
Products returned without a Return Authorisation

3. Damaged, Incorrect or Out-of-Specification Orders

If your order arrives damaged, if you received the wrong product, or if the product is materially outside the specification stated on its Certificate of Analysis, we will replace it or refund it in full including shipping. This applies regardless of section 2.

Contact us within PLACEHOLDER days of delivery with your order number, a description of the issue, and photographs of the outer packaging, the vial and its label. For a specification claim, include the batch number so we can match it against the retained COA.

Please photograph everything before disposing of any packaging. A damage claim cannot be processed without evidence, and carriers require it for their own claims process.

4. How to Request a Return

Contact support with your order number and the reason for the return, within 7 days of delivery.
We review the request and, if approved, issue a Return Authorisation number and the return address.
Pack the product securely in its original packaging and write the Return Authorisation number clearly on the outside.
Ship the parcel using a tracked service and send us the tracking number.
Once received and inspected, we issue the refund or dispatch the replacement.

5. Return Shipping Costs

Where the return is because of our error — a damaged, incorrect or out-of-specification product — we cover return shipping.

Where the return is for any other reason, the customer pays return shipping and the original outbound shipping cost is not refunded. Where the order qualified for free shipping, the actual outbound shipping cost incurred may be deducted from the refund.

No restocking fee is charged on approved returns of unopened product.

6. How Refunds Are Issued

Approved refunds are issued to the original payment method. We cannot refund to a different card, account or wallet than the one used at checkout.

Refunds are processed within 10 working days of the returned goods being received and inspected. The time taken for the funds to appear on your statement afterwards is set by your bank or payment provider and is outside our control.

Where payment was made by a method that cannot be reversed, we will agree an alternative refund route with you before processing.

7. Cancellations

An order can be cancelled for a full refund at any time before it is dispatched. Contact us as quickly as possible — orders placed before 2PM EST are dispatched the same working day and cannot be recalled once they are with the carrier.

We may cancel and refund any order at our discretion, including where verification under the Shipping Policy cannot be completed, where we cannot lawfully ship to the destination, or where we believe the order is not for lawful research use.

8. Disputes and Chargebacks

If something has gone wrong with an order, please contact us first. Almost every issue is resolved faster directly than through a payment dispute, and we would rather fix it than argue about it.

Raising a chargeback without first contacting us may result in the associated account being closed to future orders.

To start a return, contact support@alphawolflab.us or use the contact page with your order number. See also our Shipping Policy and Terms of Service.

Questions about this policy?

Our team answers research and order enquiries directly. We cannot advise on dosing or on use in humans or animals.

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