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 shipping fault on our side — we shipped the wrong order, or your shipment arrived damaged in transit. This policy applies to all purchases.
1. All sales final
Purchases from elev8 Labs 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 shipping fault on our side.
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 shipping fault
The only circumstances that qualify for a replacement, refund, or credit are shipping faults on our side, 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.
Anything outside these two categories — including mishandling after delivery, storage errors, seal breakage during unpacking, or damage caused by the researcher — is not a qualifying shipping fault and does not qualify.
3. How to report a shipping fault
- Email support@elev8labsrx.com within 48 hours of delivery for fulfillment-error or transit-damage claims.
- 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. 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.
6. 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.