Returns & Refunds

How to report a problem

1. Leave the vials sealed. Do not open, reconstitute or discard anything until we have replied — an opened vial cannot be assessed or replaced.
2. Photograph the problem: the outer box, the packing material, and the vial or label itself. If a vial is broken, photograph it where it sits.
3. Email support@ascendvials.com with your order number and the photos, within 48 hours of the carrier marking the package delivered.
4. We reply within one business day with either a replacement shipment or a refund. You will not be asked to ship anything back unless we specifically request it.

Your order number is in your confirmation email and on the order tracking page.

What we replace or refund

• Damaged in transit. Cracked, leaking or broken vials, or a vial that arrived with a compromised seal.
• Wrong item. A different compound, or a different size, from what your order confirmation lists.
• Missing item. Something on your order confirmation that was not in the box.
• Defective product. Contents that do not match the compound, size or concentration described on the product page, or the certificate of analysis if one was supplied with your order.

In each of these cases we cover return shipping if a return is needed at all, and we refund the original shipping cost.

What we cannot accept

• Opened, used or reconstituted vials. Once a seal is broken the contents cannot be verified or resold, so they cannot be returned under any circumstances.
• Change of mind. We cannot accept a return because an order is no longer needed or the wrong item was chosen at checkout.
• Reports made after 48 hours of the delivery scan.
• Damage from storage or handling after delivery. Lyophilised peptides must be kept at −20 °C or below and protected from light; responsibility for storage passes to you on delivery.
• Addressing errors. Packages sent to an address entered incorrectly at checkout. Check your address on the confirmation email as soon as it arrives — we can usually correct it before the order ships.

Original shipping charges are not refundable except where the error was ours.

Cancelling an order

Orders can be cancelled at no cost any time before they ship, which is normally within 1–3 business days of the order being placed. Email support@ascendvials.com with your order number. Once a tracking number has been issued the order can no longer be cancelled.

How long a refund takes

Approved refunds are issued to the original payment method and typically post within 5–10 business days, depending on your bank. We email you as soon as the refund is sent, so if you have that email the money is on its way and the remaining wait is on your bank’s side.

Lost or undelivered packages

If tracking shows no movement for 7 business days, or shows delivered but nothing arrived, email us and we will open a claim with the carrier. Claims must be filed within 30 days of shipment. Risk of loss passes on delivery to the carrier, but we will pursue the claim on your behalf and replace the order where the carrier accepts responsibility.

Questions

Email support@ascendvials.com. This policy forms part of our Terms of Service, which govern in the event of any conflict.