Return Policy

Review the product name, stated strength, quantity, shipping address and order total before completing checkout. Because TruSafe products are supplied as research-use-only materials, return eligibility may be limited after an order enters processing, ships or is delivered.

The final general-return rule must be selected and approved before publication: [TO CONFIRM: “ALL SALES FINAL” RULE OR ELIGIBLE RETURN WINDOW, CONDITIONS AND EXCLUSIONS].

Contact Account Support immediately to request an order change or cancellation. TruSafe cannot guarantee a change or cancellation after an order enters processing or fulfillment.

Approved cancellation eligibility, timing and any applicable fee are: [TO CONFIRM: CANCELLATION RULE].

Eligibility for a return based on buyer preference, an incorrectly selected product or strength, or a change of mind is: [TO CONFIRM: APPROVED BUYER-REMORSE RULE].

Do not send a product back without written return authorization. An unauthorized return may not be accepted or credited.

If an order arrives with visible shipping damage, preserve the product, label, packaging and all shipping materials. Submit an Account Support request within [TO CONFIRM: DAMAGE REPORTING WINDOW] of delivery and include the order number, a description and clear photographs.

TruSafe will review the submitted information and may request additional documentation. The approved resolution options are [TO CONFIRM: REPLACEMENT, REFUND, CREDIT OR OTHER OPTIONS]. Submission of a request does not guarantee a particular resolution.

If an order is missing an item or contains a product different from the confirmed order, contact Account Support within [TO CONFIRM: ORDER-ERROR REPORTING WINDOW]. Keep all items, labels and packaging available while the issue is reviewed.

After verification, TruSafe will apply the approved resolution rule: [TO CONFIRM: SHIP MISSING ITEM, REPLACE INCORRECT ITEM, REFUND OR CREDIT].

Check the delivery area, building desk, parcel locker and household or workplace recipients, then contact the carrier and TruSafe Account Support with the order and tracking details.

The applicable waiting period, carrier-claim procedure and resolution rule are: [TO CONFIRM: MARKED-DELIVERED CLAIM RULE]. A carrier claim does not automatically guarantee a refund or replacement.

If a package is refused, unclaimed, returned because of an inaccurate or incomplete address, or otherwise undeliverable, TruSafe will review the order after the shipment is returned.

The approved treatment of product charges, original shipping, return shipping and reshipment is: [TO CONFIRM: UNDELIVERABLE-PACKAGE RULE].

When a return is approved, TruSafe will provide return instructions and any required authorization. The product must be returned in the approved condition and through the approved method.

Required return condition: [TO CONFIRM: UNOPENED/UNUSED/ORIGINAL PACKAGING AND OTHER CONDITIONS].

Return shipping responsibility: [TO CONFIRM: WHO PAYS RETURN SHIPPING BY SCENARIO].

Unauthorized, opened, altered, used, missing-label or otherwise ineligible products may be refused to the extent permitted by applicable law.

The final list of non-returnable items is: [TO CONFIRM: NON-RETURNABLE CATEGORIES, INCLUDING ANY CLEARANCE, CUSTOM, TEMPERATURE-SENSITIVE OR FINAL-SALE ITEMS THAT ACTUALLY APPLY].

Do not list a category unless TruSafe actually sells it and counsel approves the restriction.

When a refund is approved, it will be issued through [TO CONFIRM: ORIGINAL PAYMENT METHOD OR OTHER APPROVED METHOD]. TruSafe’s internal processing window is [TO CONFIRM: REFUND PROCESSING WINDOW]. A financial institution may require additional time to post the credit.

Treatment of original shipping charges, upgraded shipping charges, taxes and fees is: [TO CONFIRM: REFUND COMPONENT RULE].

If an approved return changes the total vial quantity that qualified a standard-buyer order for Research Stack savings, any refund may be recalculated using the discount tier applicable to the retained eligible vials. The exact recalculation rule must be approved before publication: [TO CONFIRM: DISCOUNT CLAWBACK OR RECALCULATION RULE].

Approved wholesale pricing and standard-buyer Research Stack savings do not combine.

Contact Account Support first so TruSafe can review an order issue and any available resolution. Nothing in this Policy limits a right that cannot be waived under applicable law.

Do not use threatening chargeback language or imply that contacting support waives a cardholder right.

Products offered by TRUSAFE LABS are intended for research use only and are not intended for human consumption, diagnosis, treatment, cure, or prevention of disease.

Submit an Account Support request using the email associated with the order. Include the order number, the issue category, a concise description and photographs when relevant. Do not send medical information or payment-card details.