Refund & Returns Policy
Last updated: June 10, 2026
Ascentra Labs products are research compounds — sensitive, lot-controlled materials. To protect product integrity and ensure fairness to all researchers, we maintain a strict returns policy, consistent with the standard practice of research-use-only suppliers.
1. All Sales Are Final
Because our products are Research Use Only compounds whose integrity depends on handling and storage conditions outside our control once delivered, all sales are final once an order has shipped. Opened, handled, or temperature-sensitive research and laboratory materials cannot be returned once shipped, unless required by law or expressly approved in writing by Ascentra Labs. We do not accept returns or issue refunds for:
- ordering mistakes or change of mind;
- incompatible research requirements;
- misuse or improper post-delivery handling; or
- delays or delivery failures caused by an incorrect or incomplete shipping address provided at checkout.
Orders may be canceled only before they ship. To request a cancellation, contact contact@ascentralabs.co immediately. Once an order has been processed or handed to the carrier, it cannot be canceled, recalled, or refunded.
2. Damaged, Incorrect, or Missing Items
We will replace or reship, at no cost to you, items that:
- arrive damaged in transit;
- were shipped in error (you received the wrong product); or
- are missing from the order as delivered.
To qualify, you must contact contact@ascentralabs.co within seven (7) days of delivery and include your order number, clear photographs of the issue where relevant, and a description of the packaging condition. Once verified, we will send a replacement for the affected item(s) at no cost. A refund in place of a replacement may be considered at our sole discretion. Refund and replacement requests are reviewed case-by-case; acceptance of a return is not guaranteed.
Do not ship anything back without prior written authorization from Ascentra Labs. Unauthorized returns will not be accepted.
3. Post-Delivery Responsibility
Each product is characterized for identity and purity, with batch documentation provided for stocked lots where available, prior to shipment. Once a product is delivered, post-delivery handling, storage conditions, and laboratory conditions are the responsibility of the purchaser. Issues arising after delivery from conditions outside Ascentra Labs’ control are not eligible for refund or replacement unless the order was damaged in transit, shipped incorrectly, or incomplete as described in Section 2.
4. Shipping Fees and Transit Issues
Shipping fees are non-refundable unless the issue was caused by an Ascentra Labs fulfillment error. Once an order is handed to the carrier, delivery control transfers to the carrier, and title and risk of loss pass to you. While we will assist with carrier tracking or inquiries where possible, events outside our control after handoff to the carrier are not grounds for a refund except as described in Section 2 (damaged, incorrect, or missing orders reported within 7 days).
5. Chargebacks
If you experience an issue with an order, please contact contact@ascentralabs.co first — we will always work to resolve genuine shipping or fulfillment problems under this policy. Initiating a chargeback for products that were correctly delivered and verified as Research Use Only goods may result in cancellation of the order, restriction of your account, and loss of future purchasing privileges.
6. Changes to This Policy
We may update this policy from time to time. Changes will be posted on this page with an updated “Last updated” date.
7. Contact
For any return, replacement, or cancellation request, contact contact@ascentralabs.co.
Products are supplied for Research Use Only. They are not intended for human or veterinary use, diagnostic procedures, or therapeutic application.
