Summary
All sales are final. elev8 Labs does not issue refunds, store credits, or exchanges for change of mind, unused inventory, or downstream demand shifts. The only exception is a documented issue with the product — defect on arrival, fulfillment error on our side, or damage in transit. This policy applies to retail, subscription, and wholesale purchases.
1. All sales final
Purchases from elev8 Labs — retail, subscription, or wholesale — are final at the time of order confirmation. We do not accept returns for:
- Change of mind.
- Ordered the wrong quantity or SKU.
- Research program direction changed.
- Partner or team turnover.
- Budget reallocation.
- Any other reason that is not a documented issue with the product itself.
This policy reflects the nature of the material we ship: lot-specific reference standards with limited shelf life once the chain of custody leaves our facility. Product that returns to us cannot be re-released to another researcher without breaking the analytical-integrity guarantees our COAs carry.
2. What qualifies as a product issue
The following circumstances qualify for a replacement, refund, or credit, at our discretion and subject to our review:
- Fulfillment error. We shipped the wrong SKU, the wrong quantity, or the wrong lot.
- Damage in transit. The outer package, inner packaging, or product shows visible damage attributable to transit.
- Missing documentation. A COA or other required paperwork was not included in the shipment.
- Analytical failure. The lot fails an independent purity or identity re-test against the specifications on the COA. Supporting analytical data must accompany the claim.
Issues outside the above categories — including mishandling after delivery, storage errors, seal breakage during unpacking, or damage caused by the researcher — are not product issues and do not qualify.
3. How to report a product issue
- Email support@elev8labsrx.com within 48 hours of delivery for fulfillment, transit-damage, or missing-documentation issues. For analytical-failure claims, contact us within 30 days of delivery with supporting data.
- Include: order number, SKU, lot number, photos of the outer packaging, inner packaging, and product label before unsealing.
- We will respond within 2 business days with next steps. Depending on the issue, we may:
- Ship a replacement at no charge with a prepaid return label for the affected unit.
- Issue a full refund to the original payment method.
- Issue store credit against a future order.
We determine the remedy on a case-by-case basis. Replacement is the default for fulfillment and transit-damage claims; refund is the default for SKUs we are no longer stocking.
Unauthorized returns shipped back without our return-merchandise authorization will be refused at our receiving dock and returned at the sender's expense.
4. Failed payment
Orders that fail at the payment-authorization step are not completed; no refund is needed. If a charge posts and the order is subsequently voided by us (fraud review, inventory shortfall, compliance hold), the authorization is released or refunded within the gateway's settlement window, typically 3 to 10 business days depending on your bank.
5. Subscriptions
You may cancel an active subscription at any time from your account dashboard or by emailing support.
- Cancellation stops future renewals. It does not refund the most recent renewal charge.
- Plan changes (SKU swap, cadence change) apply to the next billing cycle. We do not prorate mid-cycle changes.
- Subscription renewals follow the same all-sales-final rule as any other order. A renewal charge is only refundable if the shipment tied to that charge has a documented product issue under Section 2.
6. Wholesale
Wholesale orders follow the all-sales-final rule. Wholesale pricing is extended in exchange for upfront payment and committed purchasing — not inventory consignment. The only wholesale exceptions are the product-issue categories in Section 2, and only within the timeframes stated there. See the Wholesale Agreement for full wholesale terms.
7. Chargebacks
If you dispute a charge through your bank instead of contacting us first, we will cooperate with the bank's investigation and provide order records, delivery confirmation, and communication logs. Fraudulent or bad-faith chargebacks may result in account termination and referral to collections.
If you have a concern about a charge, email us first — we resolve the overwhelming majority of issues faster than a chargeback dispute can move.
8. Updates to this policy
We may update this policy to reflect operational or regulatory changes. The "last updated" date at the top of this page reflects the most recent revision. The policy in effect at the time of your purchase governs that order.
Questions
Reach us at support@elev8labsrx.com.
elev8 Labs products are reference standards for laboratory research only. Not for human consumption.