Product & Order Policy
Effective: May 15, 2026
1. Institutional Position
Aeterna Lab LLC supplies research-grade chemical compounds and peptides to qualified laboratory professionals. The policies set forth in this document are not exceptions to a standard commercial practice — they are the institutional standards that govern every supply relationship the Institution enters into. These standards exist to protect the integrity of the research materials supplied by the Institution, to maintain the chain of custody that qualified researchers rely upon, and to preserve the operational conditions under which the Institution operates.
Each provision herein is an inseparable element of the supply agreement between the Institution and the Purchaser. By placing an order, the Purchaser acknowledges and accepts these terms.
2. Finality of Sale
Sales by the Institution are final. Once an order has been shipped, it cannot be returned and no refund will be issued. This is not a policy of inflexibility — it is the necessary consequence of the Institution’s role as a supplier of research materials whose integrity and suitability for laboratory use depend on verified custody and controlled conditions throughout the supply chain.
The following sections describe the operational and scientific rationale for this position, as well as the limited circumstances under which the Institution provides remedies.
3. Rationale: Why Returns Cannot Be Accommodated
3.1 Chain of Custody and Product Integrity
Research materials supplied by the Institution are manufactured, stored, and shipped under controlled conditions designed to preserve their integrity for in-vitro laboratory investigation. Once a product departs the Institution’s facility, the Institution can no longer certify the conditions under which it has been maintained. Temperature excursions, exposure to light, moisture ingress, physical shock, and unverified handling all introduce variables that compromise the Institution’s ability to vouch for the product’s continued suitability for research.
A returned product cannot be reintroduced into the Institution’s inventory, because the Institution will not supply materials whose chain of custody it cannot verify. This is an institutional quality standard, not a commercial convenience.
3.2 Storage and Stability
Many of the Institution’s products are sensitive to environmental conditions. Specified storage parameters — including temperature range, protection from light, and humidity control — are required to maintain stability. The Institution cannot verify post-delivery storage compliance. Accepting returns would create a risk, however small, of degraded materials entering or being mistaken for verified inventory — a risk the Institution declines to assume.
3.3 Contamination Control
The Institution’s products are research chemicals. They are not sterilized for human or veterinary use, and they may present handling hazards. Once a product container has been opened or its contents exposed to an uncontrolled environment, the material is potentially compromised by chemical, biological, or particulate contamination. For the protection of Institution personnel and the preservation of operational integrity, no product that has left the Institution’s custody may be physically returned.
4. No Refunds
The Institution does not issue monetary refunds. This applies to all circumstances, including but not limited to:
- Change of procurement decision
- Selection of an incorrect product, quantity, or specification
- Availability of equivalent products at lower cost from alternative suppliers
- Dissatisfaction with packaging, labeling, or presentation
- Carrier-caused delivery delay beyond any estimated transit window
- Inability or unwillingness to accept delivery of the shipment
- Seizure, detention, or destruction by customs or regulatory authorities
- Non-compliance with the Institution’s Terms of Supply, including the Research Use Only designation
5. Institution Error
The Institution maintains rigorous order fulfillment standards. Where an error attributable to the Institution is identified, the following remedies apply:
- Incorrect product shipped: The Institution will arrange return of the incorrect product at its expense and dispatch the correct product at no additional cost to the Purchaser. The incorrect product must be returned in its original, unopened condition, or disposed of at the Institution’s direction.
- Items missing from shipment: The Institution will, at its election, dispatch the missing items or issue a proportional credit toward future procurement.
The Purchaser must notify the Institution of any suspected error within 7 calendar days of delivery by contacting [email protected] with the order number and a description of the discrepancy.
This remedy is the sole remedy for Institution-caused errors and does not modify the general final-sale policy set forth in Section 2.
6. Lost Shipments
6.1 Tracked Shipments — Replacement Provision
Where a shipment dispatched via a tracked service is confirmed lost by the carrier, the Institution will arrange one replacement shipment of the original order to the original shipping address, at no additional cost to the Purchaser. This is the sole remedy available for a lost tracked shipment; no monetary refund will be issued.
A shipment is considered “lost” for purposes of this provision when:
- The carrier’s tracking system shows no activity or delivery confirmation for a period of at least 14 calendar days following the most recent tracking event (domestic U.S. shipments) or 21 calendar days (international shipments); and
- The carrier’s investigation process has confirmed that the shipment cannot be located.
To initiate this process, the Purchaser should contact the Institution at [email protected], referencing the order number and available tracking information. The Institution will engage with the carrier to confirm the loss and, upon confirmation, dispatch the replacement.
6.2 Untracked Shipments — Assumption of Risk
The Institution offers untracked shipping as an option at the Purchaser’s election. Where the Purchaser selects an untracked shipping method, the Purchaser assumes all risk of non-delivery from the moment the shipment is transferred to the carrier. No replacement, refund, or other remedy is available for untracked shipments that fail to arrive. The Institution strongly recommends tracked shipping for all procurements.
6.3 Limitation
The replacement provision described in Section 6.1 applies once per order. If a replacement shipment is also lost, no further remedy is available. The replacement provision is a professional accommodation extended by the Institution; it does not create any ongoing obligation or establish a precedent for future transactions.
7. Damaged Goods
7.1 Reporting Requirement
Damage occurring during transit is a carrier responsibility. However, the Institution will evaluate damaged-goods claims on a case-by-case basis where the Purchaser provides timely and adequate documentation.
A damaged-goods claim must be reported to [email protected] within 48 hours of delivery, or by the close of the next business day following delivery (whichever is later). The report must include:
- The order number
- Photographs clearly depicting the damaged external packaging
- Photographs clearly depicting the damaged product(s) in their received condition
- A written description of the nature and extent of the damage
7.2 Evaluation and Remedy
Damaged-goods claims are evaluated at the Institution’s discretion. Where the Institution determines that a remedy is warranted, it may offer a replacement shipment or such other resolution as it deems appropriate. The Institution is not obligated to provide any particular remedy, and any remedy provided is at the Institution’s sole election. Where the Purchaser has satisfied the reporting requirements above, the Institution will, at minimum, offer a replacement shipment of the damaged items.
7.3 Waiver
Failure to report damage within the required reporting window constitutes a waiver of any claim related to that damage.
8. Order Finality — No Cancellation
Once placed, an order cannot be modified or canceled. The Institution processes orders promptly to maintain supply chain efficiency for the research community it serves. By completing the procurement process, the Purchaser confirms that all order details — product selection, quantity, shipping address, and shipping method — are correct and final.
9. Chargebacks and Payment Disputes
The Institution maintains this Product & Order Policy as a transparent statement of the terms under which it supplies research materials. By placing an order, the Purchaser agrees to resolve any concern through direct communication with the Institution rather than through a chargeback or payment dispute.
Initiation of a chargeback or payment dispute in contravention of this Policy constitutes a breach of the supply agreement. In the event of an improperly initiated chargeback or dispute, the Institution reserves the right to:
- Contest the action with the Purchaser’s financial institution
- Suspend or terminate the Purchaser’s account and eligibility for future procurement
- Pursue recovery of all amounts due, including chargeback fees and reasonable costs of collection
The Institution encourages Purchasers who believe an error has occurred to contact [email protected] before initiating a dispute. This includes reporting errors described in Section 5 (Institution Error) and damage described in Section 7 (Damaged Goods). The Institution addresses legitimate concerns directly and in good faith.
10. Force Majeure
The Institution bears no liability for any failure or delay in performance attributable to causes beyond its reasonable control — including but not limited to acts of God, war, terrorism, civil disturbance, labor action, supply chain interruption, natural disaster, epidemic, pandemic, governmental action or inaction, customs delay, and carrier service disruption.
11. Contact
For all matters arising under this Product & Order Policy:
Email: [email protected]
Post:
Aeterna Lab LLC
30 N Gould St Ste R
Sheridan, WY 82801
United States