Home > Refund Policy
Refund Policy
Last updated: May 2026
All Sales Final
Due to the nature of research compounds — including strict cold-chain requirements and quality control protocols — all sales are final. We do not accept returns or exchanges under any circumstances, with the limited exceptions described below.
Exceptions: When We Issue Refunds
We will issue a refund or replacement only in the following situations: 1. Verifiable Product Defect — The product received is confirmed defective after review by our team. 2. Shipping Error — We sent the wrong product. If you received a product different from what you ordered, contact us immediately. 3. Lost in Transit — Packages confirmed lost or undeliverable by the carrier. All refund requests must be submitted to [email protected] within 48 hours of delivery. Requests submitted after 48 hours will not be accepted.
Not Eligible for Refund
The following are not eligible for refunds or replacements: - Buyer's remorse or change of mind - Incorrect order placed by the customer - Packages delivered to an incorrectly entered address - Improper storage or handling after delivery - Orders where the customer provided inaccurate information at checkout
How to Request a Refund
To submit a refund request: 1. Email [email protected] within 48 hours of delivery 2. Include your order details (name, order amount, product) 3. Describe the issue clearly 4. Attach photos if applicable We review all requests within 1-2 business days. Approved refunds are issued via the original payment method within 3-5 business days.
Questions?
Contact us at [email protected] or (832) 407-7239. We are here to help and will make every reasonable effort to resolve issues quickly.
Prime Axis Labs LLC — Houston, Texas. All products for research purposes only. Must be 21+.