What you can return
You may return any product within 14 days of delivery as long as all of the following are true:
- The vial seal is unbroken and the tamper-evident packaging is intact
- The product is in its original packaging
- You have your order number
- You have requested a Return Merchandise Authorization (RMA) before shipping it back
What we cannot accept for return
Because our products are research-grade compounds, we cannot accept returns of:
- Opened products — once the vial seal is broken, sterility and chain-of-custody cannot be guaranteed
- Products returned without an RMA — these will not be processed or refunded
- Products returned more than 14 days after delivery
- Bacteriostatic water and other consumable supplies after use
- Custom or special-order blends made specifically for you
- Products damaged through buyer mishandling, including improper storage or freezing
How to return a product — step by step
Email us within 14 days
Send a message to cleanpharma@proton.me with your order number and the reason for return. We'll reply within one business day with an RMA number and the return shipping address.
Pack the product carefully
Include the original packaging if possible. Write the RMA number clearly on the outside of the package. Use insulated packaging if returning during summer months.
Ship the package back
Use a trackable shipping service. Return shipping is paid by the buyer unless the return is due to our error (wrong product, damaged in transit, etc.) in which case we cover the cost.
Receive your refund
Once we receive and inspect the returned product, we issue a refund to your original payment method within 5–7 business days. Refunds appear on your bank or card statement within an additional 3–10 business days depending on your bank.
Damaged, defective, or wrong items
If your order arrives damaged, defective, or you received the wrong product, email us within 48 hours of delivery with photos of the package and product. We will either:
- Send a free replacement, or
- Issue a full refund including shipping
You will not be asked to pay return shipping in these cases.
Lost or stolen packages
All orders include tracking. If the carrier marks a package as delivered but you cannot find it, contact us within 48 hours. We will work with the carrier to locate it. If it cannot be recovered, we replace the order at no charge.
Cancellation policy
Orders can be canceled at no charge if they have not yet shipped. Email us as quickly as possible if you need to cancel. Once an order has shipped, the return process above applies.
Chargebacks and disputes
If you have a problem with your order, please email cleanpharma@proton.me first — we resolve nearly all issues within one business day. Filing a chargeback without contacting us prevents us from helping you and can delay resolution by 30–60 days while your bank investigates.
Refunds for unactivated accounts
If you discovered after ordering that you are not legally permitted to purchase research compounds in your jurisdiction, contact us immediately. We will cancel the order before shipping or accept the unopened return at no charge to you.
Questions
Refund questions can be sent to cleanpharma@proton.me or mailed to [BUSINESS_ADDRESS_HERE]. We aim to make returns as painless as possible.