1. General Policy
Due to the sensitive nature of research compounds and the requirements of product integrity, all sales are final. We do not accept returns of opened, used, or unsealed product.
2. Eligible Returns
We will replace or refund orders in the following situations:
- Damaged on arrival: visible damage to product or packaging upon delivery
- Incorrect product shipped: different compound, strength, or quantity than ordered
- Defective product: failed batch verification or fails to meet specification on COA
- Lost in transit: tracking shows package never delivered after carrier investigation
3. How to Request a Return or Refund
- Within 7 days of delivery, email support@awakenbiolabs.com with:
- Your order number
- Photos of the damaged product or packaging (if applicable)
- A brief description of the issue
- Our team will respond within 1 business day with next steps.
- If approved, you will receive either a full refund to the original payment method or a replacement shipped at no cost.
4. Refund Processing Time
Approved refunds are processed to the original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the credit to your account.
5. Non-Returnable Items
- Opened, used, or unsealed compounds
- Products purchased through a third-party reseller
- Products damaged due to improper storage or handling after delivery
- Custom blends or special-order items
6. Cancellations
Orders may be cancelled for a full refund if requested before the order ships. Once a tracking number is generated, the order cannot be cancelled — but you may follow the return process above if applicable.
7. Chargebacks
We ask that you contact us first to resolve any payment dispute before initiating a chargeback with your card issuer. Filing a chargeback without first attempting to resolve the issue may result in account suspension.
8. Contact
Returns or refund questions? Email support@awakenbiolabs.com during business hours (Mon – Fri · 9am – 6pm PT).