1. All Sales Are Final, With Stated Exceptions

Because of the nature, integrity, and chain-of-custody requirements of research materials, all sales are final except as expressly provided in this policy or as required by law.

Once a product leaves AminoHaus’s custody, AminoHaus cannot verify how it was transported, stored, opened, handled, or prepared. Returns are limited for that reason to the circumstances described in Section 3.

Nothing in this policy waives any right that applicable consumer law makes non-waivable.

2. Not Eligible for Return, Refund, or Replacement

AminoHaus does not accept returns or provide refunds for:

• Change of mind
• Ordering the wrong product, strength, or quantity
• Dissatisfaction with a research outcome
• Incompatibility with a customer’s protocol
• Improper storage or handling after delivery
• Unauthorized or unintended use
• Opened, punctured, transferred, mixed, altered, or reconstituted products
• Issues caused by third-party diluents, equipment, solvents, or materials
• Subjective claims regarding a product’s perceived “effects”
• Product condition attributed to transit temperature, a warm or cold package on arrival, or the absence of cold-chain packaging
• Orders shipped to freight forwarders, package-consolidation services, or reshippers
• Requests submitted outside the reporting windows in Section 4

3. What May Be Eligible

A replacement, store credit, or refund may be considered for:

• A verified fulfillment error, including an incorrect item, an incorrect strength, or a missing item
• A material defect in a product that is still unopened and in its original sealed condition
• Damage that occurred in transit and is reported within the window in Section 4
• A package lost in transit or stolen after delivery, where shipment protection was purchased at checkout — Sections 6 and 7 of the Shipping Policy control those claims

Where shipment protection was not purchased, risk of loss passes to the customer when the package is tendered to the carrier, and a transit-loss claim must be made directly with the carrier. AminoHaus will supply the order and tracking records reasonably needed to support that claim.

4. Reporting Windows

Inspect every package promptly on arrival. Report the following within the stated window, measured from the carrier’s delivery scan unless otherwise noted:

• Visible package damage, broken or compromised containers — within 48 hours of delivery
• Missing item, incorrect product, or fulfillment error — within 5 days of delivery
• Package marked delivered but not received, whether theft or misdelivery — within 7 days of the delivery scan
• Package in transit with no carrier movement — within 15 days of the last carrier scan
• Material defect in an unopened product — within 14 days of delivery

Failure to report a reasonably discoverable issue within the applicable window may result in denial of the claim, including where shipment protection was purchased.

5. How to Open a Claim

Send claims to support@aminohaus.com within the applicable window, including:

• The order number and, where transit is involved, the tracking number
• The item affected and the batch or lot number shown on the vial label
• A description of the issue and when it was discovered
• Clear photographs of the outer packaging, the shipping label, and the product as received

Do not discard any packaging until a claim is resolved. Carriers and protection providers frequently require it for inspection.

AminoHaus may request video, storage details, carrier records, a signed statement, a police report for a theft claim, or return of the product for inspection before reaching a decision. Receiving or reviewing a claim does not constitute an admission of fault.

6. Return Authorization

Do not ship anything back without a written Return Authorization from AminoHaus. Unauthorized returns are refused or returned at the customer’s expense and are not eligible for a refund, replacement, or credit.

Where a return is authorized, AminoHaus provides return instructions and, for a verified AminoHaus error, a prepaid return label. Where the return does not arise from an AminoHaus error, return shipping is the customer’s responsibility.

Authorized returns must arrive unopened, in original sealed condition, with all packaging, labels, and documentation intact. A returned item that arrives opened, punctured, relabeled, or repackaged is not eligible for a refund or credit.

7. How Approved Claims Are Resolved

An approved claim is resolved, at AminoHaus’s discretion, by replacement of the affected item, store credit, or a refund to the original payment method.

A replacement is subject to stock and batch availability. Where a replacement is unavailable, store credit or a refund is offered instead.

Where only part of an order is affected, the resolution applies to the affected item or items only.

8. Refund Method and Timing

Refunds are issued only to the original payment method used for the order. AminoHaus does not refund to cash, to a different card, or to a third-party account.

Approved refunds are submitted promptly, generally within 5 business days of approval. The time a refund then takes to appear on a statement is controlled by the card issuer or bank, and is commonly a further 5 to 10 business days.

Shipment protection charges are non-refundable once an order has shipped. Original shipping charges are refunded only where an entire order is cancelled before fulfillment begins, or where the whole order is the subject of a verified AminoHaus error.

9. Order Cancellation

A cancellation may be requested before fulfillment begins by emailing support@aminohaus.com with the order number. Once fulfillment has begun or a shipping label has been created, an order generally cannot be cancelled, modified, combined, split, or redirected.

AminoHaus may cancel an order in whole or in part and refund it in full for reasons including stock availability, payment verification, fraud screening, eligibility review, a pricing or listing error, or a shipping restriction.

10. Free-Shipping Thresholds and Partial Refunds

If a partial refund or item cancellation reduces an order below a free-shipping threshold, AminoHaus may deduct the applicable shipping charge from the refund.

11. Refused, Undeliverable, and Unclaimed Packages

Packages returned to AminoHaus because of an incorrect or incomplete address supplied by the customer, refusal of delivery, or failure to retrieve the package are not eligible for a refund of shipping charges.

Any refund of product value in those circumstances is at AminoHaus’s discretion, and is net of shipping, handling, and return costs actually incurred. Reshipment requires payment of a new shipping charge.

12. Payment Disputes and Chargebacks

If you believe a charge is incorrect, contact support@aminohaus.com first so AminoHaus has a reasonable opportunity to investigate and resolve the issue.

Nothing here eliminates any non-waivable right to dispute a transaction with your card issuer. Chargeback conduct, the records AminoHaus may submit in response, and the consequences of abuse are governed by Section 9 of the Terms and Conditions.

13. Changes to This Policy

AminoHaus may update this Return and Refund Policy to reflect changes in its operations, carriers, or legal obligations. Updates become effective when posted with a revised “Last Updated” date and apply to orders placed after that date.

14. Contact

Return, replacement, and refund requests may be submitted to:

AminoHaus

Email: support@aminohaus.com

Website: https://aminohaus.com