Refund policy

Return & Refund Policy

Last Updated: January 13, 2026

At Prime Labs, we maintain rigorous quality control and safety protocols. Due to the sensitive nature of laboratory research compounds, please review our policy regarding returns and refunds carefully before finalizing your procurement.

All Sales Final

All products sold by Prime Labs are intended for laboratory research use only and are non-returnable and non-refundable once the shipment has been initiated. To maintain the integrity of our supply chain and ensure researcher safety, we cannot accept returns or exchanges on any shipped materials.

Eligible Discrepancies & Resolutions

Refunds or replacements are issued exclusively under the following circumstances:

  • Shipping Error: An incorrect product was fulfilled and does not match the invoice.
  • Fulfillment Damage: An item arrived compromised due to a documented fulfillment error.
  • Pre-Shipment Cancellation: An order was successfully canceled prior to the generation of a tracking number.

Note: In these instances, researchers must contact Prime Labs within 48 hours of delivery and provide supporting documentation (photographic evidence) for review.

Non-Eligible Scenarios

Refunds or replacements will not be issued for:

  • Orders confirmed as "Delivered" by the carrier.
  • Lost or stolen packages where shipping insurance was not selected.
  • Inaccurate shipping coordinates provided at the time of checkout.
  • Research project cancellations or "change of mind."
  • Improper handling or storage of compounds following delivery.

Shipping Insurance & Logistics

Optional shipping insurance is available during checkout to protect your investment:

  • Insured Orders: Eligible for replacement/refund in the event of carrier-confirmed loss or transit damage.
  • Uninsured Orders: These are shipped at the researcher's risk once the package is surrendered to the carrier.

Processing & Disputes

Refund Timeline: Approved refunds are credited to the original method of payment. Please allow 5-10 business days for the transaction to reflect on your statement, depending on your financial institution.

Dispute Resolution: Initiating a chargeback without prior consultation with Prime Labs may result in permanent account restriction. We are committed to resolving legitimate order discrepancies and encourage direct communication.

Contact Information

For inquiries regarding order discrepancies, please contact the Prime Labs support team:

Prime Labs Support
📧 Email: support@getprimelabs.com
🌐 Website: getprimelabs.com

Disclaimer: All products are sold for laboratory research use only. By placing an order, the customer acknowledges and agrees to these terms.