Refund Policy¶

Last updated: [DATE]

1. Overview¶

Research Relay LLC ("Research Relay," "we," "us," or "our") is committed to providing high-quality research chemicals and peptides. Due to the nature of our products and the strict safety and handling requirements for research materials, our return and refund policies differ from those of typical retail operations.

All products sold by Research Relay are for Research Use Only. This refund policy should be read in conjunction with our Terms of Service and RUO Disclosure.

2. Eligible Refund Situations¶

2.1 Damaged Products¶

If your order arrives with products that are visibly damaged, leaking, or compromised during shipping:

You must notify us within 7 days of delivery by emailing [support@research-relay.com] with your order number and photographs of the damage (including packaging)
We will issue a full refund or send a replacement at no additional cost, at your choice
Do not dispose of damaged products or packaging until we have confirmed the claim

2.2 Defective Products¶

If a product does not meet its stated specifications (e.g., incorrect purity, wrong compound, certificate of analysis does not match):

You must notify us within 14 days of delivery with your order number and a description of the issue, including any relevant test results or documentation
We will investigate the claim and may request return of the product or a sample for analysis
If the defect is confirmed, we will issue a full refund or send a replacement at your choice

2.3 Wrong Item Shipped¶

If you receive a product that differs from what you ordered:

You must notify us within 7 days of delivery by emailing [support@research-relay.com] with your order number and photographs showing the received product versus the ordered product
We will arrange for the return of the incorrect product at our expense and either send the correct product or issue a full refund, at your choice

2.4 Order Not Received¶

If your order is not delivered within the estimated delivery window:

Contact us at [support@research-relay.com] with your order number and tracking information
We will work with the shipping carrier to locate the package
If the package is confirmed lost, we will issue a full refund or send a replacement at your choice

3. Non-Refundable Situations¶

Due to the nature of research chemicals and peptides, we cannot accept returns or issue refunds in the following situations:

3.1 Change of Mind¶

Products that have been shipped cannot be returned because you changed your mind, no longer need the product, or ordered the wrong item by mistake. Once research chemicals and peptides leave our facility, they cannot be resold or restocked for safety and quality control reasons.

3.2 Products That Have Been Opened or Used¶

Once a product's seal has been broken or the product has been used, removed from its original packaging, or otherwise handled, it cannot be returned. This policy exists to protect all customers from receiving products that may have been contaminated or compromised.

3.3 Products Improperly Stored¶

We are not responsible for product degradation resulting from improper storage after delivery. Storage instructions are provided with each product and on product pages.

3.4 Orders Held or Seized¶

We are not responsible for orders that are held, seized, or delayed by customs, law enforcement, or other government agencies. Buyers are responsible for ensuring compliance with all applicable laws in their jurisdiction.

4. Cancellation Before Shipment¶

If you need to cancel an order before it has shipped:

Contact us as soon as possible at [support@research-relay.com] with your order number
If the order has not yet been processed or shipped, we will cancel the order and issue a full refund
If the order has already been shipped, the order cannot be cancelled and the standard refund policy applies

5. Refund Processing¶

5.1 Refund Method¶

Refunds will be issued to the original payment method used for the purchase:

ACH Payments: Refunds will be returned via ACH to the originating bank account. Please allow 5-10 business days for the refund to appear in your account.
Bitcoin (BTC) / Lightning Payments: Refunds for cryptocurrency payments will be issued in USD equivalent at the exchange rate at the time of refund, returned via ACH bank transfer. To receive a cryptocurrency refund, you must provide a valid wallet address and the refund will be issued in BTC at the current exchange rate at the time the refund is processed.

5.2 Refund Timeframe¶

Refund requests are reviewed within 3 business days of receipt
Approved refunds are processed within 5 business days of approval
Total time from request to receipt will depend on the payment method and banking processing times

5.3 Partial Refunds¶

In some cases, we may issue partial refunds at our discretion, such as when only some items in an order are eligible for a refund.

6. Return Shipping¶

For damaged, defective, or wrong-item claims, Research Relay will provide a prepaid return shipping label or arrange carrier pickup at our expense
You must use the provided shipping method and packaging instructions for returns
Products must be returned in their original, sealed packaging whenever possible
Do not return any product without first receiving a Return Merchandise Authorization (RMA) number from our support team

7. Chargebacks and Payment Disputes¶

We encourage you to contact us directly at [support@research-relay.com] to resolve any issue before initiating a chargeback or payment dispute with your bank or payment provider.

If you initiate a chargeback or dispute without first contacting us and providing a reasonable opportunity to resolve the matter:

We will provide the payment provider with documentation of the transaction, including your RUO acknowledgment and order confirmation
Fraudulent chargebacks may result in suspension of your account and referral to appropriate authorities
We reserve the right to pursue recovery of the disputed amount and any associated fees through appropriate legal channels

8. Exceptions and Special Circumstances¶

We understand that unusual situations may arise. If you have a refund situation not covered by this policy, please contact us at [support@research-relay.com] with your order number and a detailed explanation. We will review each case individually and make a determination in good faith.

9. Contact Us¶

For all refund and return inquiries, contact us at:

Research Relay LLC Email: [support@research-relay.com] Subject Line: "Refund Request - Order #[your order number]"

Please include the following information in your refund request:

Order number
Product(s) affected
Description of the issue
Photographs (if applicable for damage or wrong item claims)
Your preferred resolution (refund or replacement)

This Refund Policy is part of and subject to our Terms of Service. By placing an order with Research Relay LLC, you acknowledge that you have read and understand this Refund Policy.