Returns & refunds

Order status

Orders are accepted from qualified laboratory and analytical users. The standards below apply to every order placed through this storefront.

What we put right

Research materials are supplied for laboratory use and cannot be restocked once they leave our fulfilment chain. Refunds and replacements are therefore limited to cases where the order itself went wrong:

• Your order never arrived — report within 30 days of the expected delivery date.
• The wrong item or the wrong quantity was sent — report within 7 days of delivery.
• The item arrived damaged or defective — report within 48 hours of delivery, with photographs of the parcel and the item.

Return shipping is covered when the error was ours, and you will never be asked to send material back without written instructions first.

How an accepted claim is put right

Where a claim is accepted we will offer the following, in this order. You are not obliged to accept a replacement or credit, and a cash refund remains available if you would rather have one.

1. A replacement. We send the correct item at our cost, on the same dispatch schedule as a new order. This is normally the fastest resolution.
2. Store credit. A single-use code for the full value of the claim, issued immediately and usable on any future order.
3. A cash refund. Returned in USDC to a wallet address you provide, or by bank transfer. We will confirm the details with you before sending anything.

What is not covered

• You changed your mind, or no longer want the material.
• The vial has been opened, reconstituted, or otherwise used.
• The delivery address given at checkout was incorrect or incomplete.
• The carrier recorded the parcel as delivered and it was taken afterwards.

Change of mind is not a basis for a refund. Please order only what your work requires.

How to report a problem

Contact the research desk with your order number and, for a damaged or incorrect item, clear photographs of the parcel, the packaging, and the item itself. Reports made outside the windows above cannot be assessed, because the carrier record and the condition on arrival can no longer be established.

Why a cash refund is not a card reversal

Card payments are converted by a licensed payment provider and settled to us on-chain, and that settlement is final — there is no route back down the card rail we can trigger. A cash refund is therefore sent by us directly, in USDC to a wallet address you provide or by bank transfer, and we will confirm the details with you before sending anything.

Because of that, the amount returned may differ from the amount charged where conversion or network fees applied along the way. Shipping charges are refunded only where the failure was ours. Contact the research desk before assuming a refund has been issued.

Cancellation before dispatch

Orders are dispatched within 3 business days of cleared payment. Contact support immediately if a cancellation is needed; a request can be reviewed before dispatch begins, but it is not confirmed until AlphaGenix responds in writing. Once tracking has been issued the order is in transit, and the standards above apply instead.

Return authorization

Do not send any research material back without written instructions. Because chain of custody and handling conditions matter, return eligibility must be evaluated case by case under the active fulfilment procedure and applicable law.

Support

This framework does not create a warranty for research results or a blanket refund promise. Claims are assessed against the order record, the carrier record, and the evidence supplied within the windows above.

Reporting windows: damaged or defective, 48 hours from delivery · wrong item, 7 days from delivery · non-delivery, 30 days from the expected delivery date.