AscendRx is committed to ensuring your complete satisfaction with every order. This policy outlines our procedures for refunds, returns, and exchanges for all research compounds purchased through our platform.
Return Eligibility
Our return window is 30 days from the date of delivery. To be eligible for a return, the following conditions must be met:
- The product must be unopened and in its original sealed packaging
- The product must be stored according to the handling instructions provided (temperature-controlled where specified)
- A valid order confirmation or receipt must be provided
- The return must be initiated through our customer support portal
Non-Returnable Items
Due to the nature of research compounds and strict quality control requirements, the following items cannot be returned:
- Opened or unsealed products (quality integrity cannot be verified)
- Products that have been improperly stored or show signs of temperature exposure
- Custom synthesis orders or specially formulated compounds
- Products purchased more than 30 days prior to the return request
Refund Process
Once we receive and inspect your returned item, we will notify you via email regarding the status of your refund. Approved refunds are processed within 5-7 business days and credited to your original payment method. Please note that your financial institution may require additional processing time before the credit appears on your statement.
Damaged or Defective Products
If you receive a damaged or defective product, contact our support team immediately. We will arrange a replacement shipment at no additional cost, or issue a full refund including original shipping charges. Please retain the damaged product and packaging for inspection purposes.
Shipping Discrepancies
If your order arrives with incorrect items or quantities, notify us within 48 hours of delivery. We will correct the order at our expense and arrange return shipping for any incorrect items received.
Return Shipping
For standard returns (non-defective items), the customer is responsible for return shipping costs. We recommend using a trackable shipping method, as we cannot process refunds for items lost in transit. For defective or incorrectly shipped products, AscendRx will provide a prepaid return label.
Contact
For all refund and return inquiries, please contact our support team at [email protected] or through the contact form on our website. Include your order number for expedited processing.