1. General Policy — All Sales Are Final
Except for the specific exceptions described in this Return and Refund Policy (this "Policy"), all sales made through the AlphaPep Lab website, the fictitious name (DBA) of ALPHA BIOTECH HOLDINGS LLC ("AlphaPep Lab" or the "Company"), are final. AlphaPep Lab does not offer returns, exchanges, or refunds for a Customer's change of mind, Customer ordering error, or for any reason other than those expressly stated in this Policy.
Given the nature of the Products — research reagents that require controlled handling, storage, and cold-chain conditions — AlphaPep Lab cannot accept the physical return of any Product once shipped, regardless of the reason. Any replacement or refund approved under this Policy is processed without requiring the Customer to return the Product, unless AlphaPep Lab expressly requests otherwise.
2. Sole Circumstances Eligible for Replacement or Refund
AlphaPep Lab will only consider a replacement or refund when one of the following circumstances is verified:
•Shipping error attributable to AlphaPep Lab: the Customer received a product, variant, or quantity different from what was confirmed in the Customer's order.
•Product damaged in transit: the package or Product arrived visibly damaged, leaking, or with a broken security seal at the time of delivery.
•Verified manufacturing defect: the Product shows a demonstrable inconsistency with its corresponding Certificate of Analysis (COA), attributable to a manufacturing or handling defect prior to shipment.
No other circumstance, including but not limited to shipping delays for a shipment already delivered, Customer dissatisfaction with research outcomes, or change of mind, qualifies for replacement or refund.
3. Timeframe and Requirements for Reporting a Claim
The Customer must report any claim eligible under Section 2 within forty-eight (48) hours of confirmed delivery of the order. Claims reported after this period will not be considered, except in exceptional circumstances at AlphaPep Lab's sole discretion.
Every claim must include: (i) the order number; (ii) clear photographs or video of the Product and packaging as received, including labels and security seals; and (iii) a description of the issue. AlphaPep Lab reserves the right to request additional information before approving any replacement or refund.
4. Resolution Process
Upon receipt of an eligible claim with the required evidence, AlphaPep Lab will review it and, at its sole discretion, determine whether a Product replacement or a full or partial refund is warranted. AlphaPep Lab reserves the right to request that the Product be safely disposed of by the Customer, rather than physically returned, when it deems this appropriate.
5. Express Exclusions
The following are not eligible for replacement or refund under any circumstance:
•Products that have already been opened, reconstituted, or partially used by the Customer;
•Orders correctly delivered to an address incorrectly provided by the Customer;
•Claims reported outside the 48-hour window established in Section 3;
•Subjective Customer dissatisfaction with results obtained in the Customer's research use;
•Carrier delays once the shipment has been confirmed as delivered.
6. Chargebacks
The Customer agrees to first contact AlphaPep Lab to resolve any dissatisfaction before initiating a chargeback with the Customer's bank or payment processor. Initiating a chargeback without having exhausted the process described in this Policy may result in permanent suspension of the Customer's account and loss of eligibility for future purchases.
7. Cancellations Before Shipment
The Customer may request cancellation of an order only before it has been dispatched. Once an order has been shipped, the final sale policy described in Section 1 applies.
8. Refund Method
When a refund is warranted under this Policy, it will be issued using the same original payment method used for the transaction (Zelle, Coinbase Commerce, PaymentCloud, or other processor used), within a reasonable time following approval.
9. Contact
To report a claim eligible under this Policy, the Customer must contact AlphaPep Lab through the contact information published on the Site, including the order number and the evidence required under Section 3.
10. Relationship to the Terms and Conditions
This Policy forms an integral part of AlphaPep Lab's Terms and Conditions and should be read together with that document. In the event of a conflict, the more specific terms of this Policy will govern with respect to returns and refunds.