Document Ref: POL-REF-2024-01

Effective Date: March 1, 2026

Department: Quality Assurance & Customer Service

Refunds and Replacements Policy
Research Use Only (RUO) Products

IMPORTANT: All products sold by this entity are strictly for LABORATORY AND RESEARCH USE ONLY. They are not intended for human consumption, diagnostic, therapeutic, or clinical use. This policy applies strictly to the technical integrity of the research material.

1. Policy Overview

This Refunds and Replacements Policy outlines the terms and conditions under which Lavender Logic LLC aka Lavender Logic Peptides (“The Supplier”) will issue refunds or provide replacement products for peptide vials. Due to the sensitive nature of biological research materials and strict quality control standards, we maintain a restrictive return policy. We do not accept returns or offer refunds for “change of mind” or errors in ordering by the customer.

Liability is strictly limited to the value of the product purchased. The Supplier shall not be liable for any incidental or consequential damages arising from the use or inability to use the products.

2. Eligibility for Claims

Claims for refunds or replacements will be considered only under the following specific circumstances:

  1. Manufacturing Faults: The product demonstrates a clear failure in quality control, such as contamination, incorrect mass/fill volume verified by weight, or compromised lyophilization integrity (e.g., melted cake upon arrival not due to shipping delays).
  2. Shipping Faults: The physical vial is broken, crushed, or compromised during transit, resulting in the loss or exposure of the lyophilized powder.

Any issues arising from improper handling, reconstitution errors, inappropriate storage after delivery, or experimental failure not attributable to the peptide’s chemical identity are not covered by this policy.

3. Proof of Failure Requirements

To prevent fraudulent claims and ensure quality assurance tracking, the customer must provide comprehensive proof of the alleged failure. Failure to provide the required evidence will result in the automatic rejection of the claim.

3.1. For Physical Shipping Damage

The customer must provide:

  • High-resolution photographs of the external packaging showing the damage.
  • High-resolution photographs of the damaged vial(s) clearly showing the breakage and the label.
  • The batch/lot number visible on the vial label.

3.2. For Manufacturing/Quality Faults

The customer must provide technical data supporting the claim of product failure. Subjective observations (e.g., “it didn’t work”) are not accepted. Required evidence includes:

  • Analytical data (HPLC or Mass Spectrometry) demonstrating impurity or incorrect molecular weight, if applicable.
  • Photographic evidence of visual contamination (e.g., particulate matter inside a sealed, unreconstituted vial).
  • A detailed description of the reconstitution protocol used, including the solvent used and storage conditions.

4. Claims Process

Customers must adhere to the following procedure to initiate a claim:

  1. Notification Period: The customer must notify Customer Support within seven (7) days of delivery receipt. Claims made after this period will be deemed invalid.
  2. Submission: All claims must be submitted via email to our Support Department. The subject line must include the Order Number and “Defect Claim.”
  3. Review: Our Quality Assurance team will review the submitted evidence. We reserve the right to request the return of the defective product for internal testing before issuing a resolution.
  4. Resolution: Upon verification of the fault, The Supplier will, at its sole discretion, either:
    • Issue a replacement of the identical product free of charge; or
    • Refund the purchase price of the affected vial(s) to the original payment method.

5. Non-Refundable Circumstances

Refunds or replacements will not be issued under the following conditions:

  • The customer ordered the wrong peptide or quantity.
  • The research project was cancelled or changed.
  • The product was handled without adherence to standard laboratory safety and sterility protocols (e.g., contamination introduced during reconstitution).
  • The product was used for any purpose other than laboratory research (e.g., human use), which constitutes a violation of our Terms of Service and immediately voids all warranties.
  • The carrier marked the package as “Delivered,” but the customer claims non-receipt (stolen packages).

6. Legal Disclaimer

All products are sold for research and laboratory use only. By purchasing these products, the customer acknowledges that there are hazards associated with their use. The customer warrants that they are fully aware of the health and safety risks associated with the handling of these compounds. The Supplier reserves the right to deny service or refunds to any customer suspected of using products for non-research purposes.

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