What we will replace, what we will refund, and what we cannot take back once it has left us.
Before dispatch
Any order can be cancelled for a full refund at any point before it is dispatched. Email aminocrew@proton.me with your order number. If you have already paid, the money goes back to the account it came from.
After dispatch
Research compounds cannot be returned once they have left us. We have no way to verify how a vial has been stored or handled after it leaves our control, and we will not resell something whose history we cannot account for. That applies even to a sealed, unopened vial.
This is not a way of avoiding responsibility. Everything below is a case where we do put it right.
What we replace or refund
| Damaged in transit | Replaced or refunded. Send a photo within 48 hours of delivery. |
| Broken or missing seal | Replaced or refunded. Do not use it. |
| Wrong item or size sent | Replaced. We cover the return postage if we need it back. |
| Item missing from the parcel | Sent immediately, or refunded. |
| Batch fails its own documentation | Full refund, no return required. |
| Lost in transit | Covered when shipping protection was added. Otherwise we help you open a courier enquiry. |
How to start
Email aminocrew@proton.me with your order number, what is wrong, and a photo if there is something to see. We reply within one business day. Most cases are settled in that first reply.
Refunds are returned to the account the payment came from, usually within three business days of us agreeing to it.
A note on batch documentation
If you believe a compound does not match its documentation, tell us and quote the batch number printed on the vial. That is a serious claim and we treat it as one. We would rather refund an order and investigate a batch than argue about it.
Consumer law
Nothing on this page limits rights you have under the consumer law that applies where you are. Where that law gives you more than this page does, the law wins.
