Last updated 3 August 2026.
All sales are final. We do not accept returns on shipped product and we do not offer refunds for change of mind, for results that did not match your expectations, or for any reason other than the limited cases set out below.
This is the standard across research chemical supply, and the reason is chain of custody. Once a vial has left our control we cannot verify how it was stored or handled, so it can never be re-certified, restocked or supplied to anyone else. Accepting returns would compromise the integrity of what we ship to every other customer.
Before your order ships
You can cancel any order that has not yet been dispatched, for a full refund. Email support@ascendaminos.com with your order number as soon as you can. Once an order is marked dispatched it cannot be cancelled.
The only exceptions
We will put right anything that is our fault or the carrier’s. We will issue a replacement where:
- The vial arrived visibly damaged, cracked, or with a compromised seal.
- You received a different compound, size or quantity than you ordered.
- The lot you received does not match the certificate published for it.
- Tracking confirms the package was lost in transit, or shows no movement for 10 business days after dispatch.
The remedy is a replacement. If the item is out of stock we will offer store credit. A cash refund is issued only at our discretion, normally where we cannot replace the item within a reasonable time.
How to claim
Report it within 7 days of delivery, or within 10 business days of the expected delivery date if the package never arrived. Claims made after that window cannot be considered.
Email support@ascendaminos.com with your order number, the lot number printed on the vial, and clear photographs of the outer packaging, the seal and the vial itself. Photographs taken before the package is opened are the most useful. We aim to respond within two business days.
What is never covered
- Product that has been opened, reconstituted, aliquoted or otherwise used, in whole or in part.
- Loss of potency caused by storage after delivery. Storage requirements are published on every listing and on our Handling page.
- Delivery refused, an incorrect or incomplete address given at checkout, or a package left unclaimed and returned to us.
- Packages marked delivered by the carrier but reported missing from the delivery location.
- Results that did not meet expectations in your own assay. The certificate states identity and purity; it does not warrant performance in your experiment.
- Any consequence of use outside in-vitro laboratory research.
- Seizure, delay or destruction of a shipment by customs or any other authority.
If a refund is issued
Where we do agree to a refund, it is returned by the same method you paid with.
- Zelle. Returned to the same Zelle-registered phone number or email, normally within 3 business days of approval.
- Cryptocurrency. Returned in the same coin to a wallet address you supply, at the US dollar value of your payment at the time the order was placed. Network fees are deducted. We do not absorb exchange-rate movement in either direction.
Neither method can be reversed by us once sent, so check the details you give us carefully. We cannot recover funds sent to an address supplied incorrectly.
Shipping costs
Where the fault is ours or the carrier’s we cover the cost of shipping a replacement, and we do not ask you to return the original. Shipping charges are not refunded in any other circumstance.
Questions
Ask before you order rather than after. Our details are on the Contact page.
