Refund Policy

All sales final once shipped

Because the products we sell are research compounds with strict cold-chain and chain-of-custody requirements, all sales are final the moment a package leaves our facility. We do not accept returns of opened, unsealed, or used product under any circumstances. This policy protects subsequent customers from receiving compounds that may have been mishandled or tampered with outside our supply chain.

When we replace or refund

We replace or refund orders in the following cases:

• Damaged on arrival — broken vial, compromised seal, leaking package, or visible mishandling.
• Wrong product or wrong quantity shipped — the contents do not match your order confirmation.
• Lost in transit — no tracking scan in 7+ business days after the carrier label was generated.
• Confirmed delivery, package never received — tracking shows "delivered" but the package is missing (we investigate with the carrier and replace at our discretion).
• Failed CoA verification— the batch-specific Certificate of Analysis does not meet the purity claim on the product page (e.g. <99% HPLC where ≥99% was advertised).

How to file a claim

Email info@wooshlabs.com within 72 hours of delivery (or 72 hours of the expected delivery date for lost shipments) with:

• Your order number;
• The product(s) affected and quantity;
• A short description of the issue;
• For damage claims: at least one photo of the package exterior and at least one photo of the affected vial or seal.

Claims filed more than 7 days after delivery may be denied or require additional verification. We reserve the right to ask for additional photos or details before resolving a claim.

Resolution options

Approved claims are resolved at our discretion in one of two ways:

• Replacement — we ship a replacement of the affected vial(s) at no charge, with standard shipping (typically 3–5 business days).
• Refund — we refund the affected line items to the original payment method. Refunds typically post to your account within 5–10 business days depending on your card issuer or bank.

Shipping fees are refunded only when the entire order is refunded (not partial refunds) or when the loss is our fault (wrong item shipped, damaged on arrival, lost in transit).

Cancellations

You can cancel an order at any point before a shipping label is generated. Email info@wooshlabs.com with your order number. Most orders ship same-day if placed before 12 pm ET; cancel as early as possible to ensure the request reaches us before fulfillment begins.

Once a label is generated we cannot stop the package. You can refuse delivery — when the carrier returns it to us, we refund the order minus the outbound and return shipping fees.

Chargebacks

Please contact us before initiating a chargeback with your card issuer. The vast majority of issues are resolved faster, and with better outcomes, through direct support. Chargebacks initiated without first contacting us may result in your account being suspended pending review.

Pre-purchase questions

If you have any concerns about a product before ordering — purity specifications, batch CoA availability, shipping arrangements, or special handling — contact us at info@wooshlabs.com before placing the order. We'd rather answer questions up front than process a refund later.