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Effective date: [EFFECTIVE DATE]
This Return Policy applies to all orders placed on polarpeaklabs.com, operated by [LEGAL ENTITY NAME] (“PolarPeak Labs”, “we”, “us”), whether shipped to the United States or to Mexico. It forms part of our Terms & Conditions. By placing an order you agree to this policy.
1. All sales are final
Our products are research materials. Once a product leaves our control we cannot verify how it was stored or handled, so we cannot resell it or confirm its integrity. For that reason we do not accept returns or exchanges and do not issue refunds, except in the situations described in this policy.
2. Cancelling an order
You may cancel an order that has not yet shipped. Contact us through the contact form or at [SUPPORT EMAIL] with your order number as soon as possible. If the order has not been handed to the carrier, we will cancel it and refund the full amount to the original payment method. Once an order has shipped it can no longer be cancelled.
3. When we will make it right
We will review a claim if:
- Wrong item: you received a different product or quantity from the one you ordered;
- Damaged in transit: a vial arrived broken, cracked or with a compromised seal or cap;
- Missing item: an item on your packing slip was not in the package.
4. How to submit a claim
- Contact us within 7 calendar days of delivery, as shown by the carrier’s tracking.
- Include your order number, a short description of the problem, and clear photos of the product, its label (including the batch number) and the packaging.
- Keep the product sealed and in its original packaging, and keep the shipping box until your claim is resolved.
5. Resolution
After we verify a valid claim we will, at our discretion, ship a replacement at no cost to you, issue store credit, or refund the affected item to the original payment method. We may ask you to return the item first; if so, we will provide a prepaid return label. Approved refunds are issued within 10 business days; your bank or card issuer may take additional time to post the credit.
6. What is not eligible
- Change of mind, or an order placed for the wrong product or quantity;
- Products that have been opened, used, or whose seal has been broken;
- Products stored or handled improperly after delivery;
- Claims submitted more than 7 calendar days after delivery;
- Delays caused by the carrier, weather or other events outside our control;
- Packages that could not be delivered because the address provided at checkout was incomplete or incorrect.
7. Lost, stolen or delayed packages
Every order ships with tracking: USPS Ground Advantage in the United States and [MEXICO CARRIER] in Mexico. If tracking has not updated for 7 business days, or shows “delivered” but you have not received the package, please first check with neighbors and the carrier’s local office, then contact us within 14 days of the expected delivery date. We will help you open a trace or claim with the carrier. If the carrier confirms the package is lost, we will reship the order or refund it, at our discretion.
8. Returned to sender
If a package is returned to us because of an incorrect or incomplete address, we can reship it once you confirm the correct address and pay the new shipping charge, or refund the order less the original and return shipping costs.
9. Payment disputes
If there is a problem with your order, please contact us before opening a dispute or chargeback with your bank. Most issues are resolved quickly this way. If a dispute is opened, we will provide the payment processor with the relevant order records, including the order details, the research-use attestation confirmed at checkout and the shipment tracking.
10. Contact
[LEGAL ENTITY NAME] · [BUSINESS ADDRESS] · [SUPPORT EMAIL] · Contact form