RESEARCH USE ONLY  ·  NOT FOR HUMAN OR ANIMAL CONSUMPTION  ·  21+ ONLY
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prismlabsusa.com
Refund & Replacement Policy

Refunds & Replacements

If something goes wrong on our side, such as a damaged parcel, a wrong item or a batch that doesn’t match its certificate, we replace or refund it. Because these are research materials, opened product can’t be returned.

Free replacementDamaged in transit

A vial arrived broken, leaking or with a compromised seal. Email photos of the package and the affected vials, and we ship a replacement at our cost.

Claim window: 7 days from delivery
Correct item + return labelWrong item shipped

You received the wrong product, strength or quantity. We send the correct item along with a prepaid label to return the one sent in error.

Claim window: 14 days from delivery
Full refund or replacementCOA mismatch

Independent testing shows a batch doesn’t match its published certificate of analysis. We refund or replace the order in full and pull that lot from inventory.

Claim window: 30 days from delivery
Full refundCancel before shipment

You can cancel for a full refund until a shipping label is created. After that, the damage, wrong-item and COA policies above apply.

Window: before a shipping label is created

How to make a claim

  1. Contact us through the contact page within the claim window, with your order number.
  2. Include photos for damage or wrong-item claims, and the lot number plus the independent test report for a COA claim.
  3. We confirm the claim, usually within one business day, and arrange the replacement, return label or refund.

What can’t be returned

Refund timing

Approved refunds go back to the original payment method. Your bank or card issuer controls how long the credit takes to appear.

Please contact us before opening a dispute with your bank. Most issues are resolved faster directly, and disputes are handled under the chargeback section of our Terms of Service. Shipping questions are covered in our Shipping Policy.

Research use only. All products are sold strictly for in-vitro laboratory research by buyers 21 and older. They are not for human or animal consumption.

Last updated: October 11, 2026

Research Use Only. Not for human or animal consumption. Not evaluated by the FDA. Must be 21+ to purchase. Terms