All sales are final
Once an order is paid it cannot be cancelled, returned or exchanged. Because we cannot verify how materials are stored or handled after they leave us, delivered items are never accepted back.
You are not charged until your order has been reviewed and approved, and an approved order that is not paid within 7 days is cancelled automatically at no cost.
Damage in transit
If an item arrives damaged, tell us within 7 days of delivery. Email us your order number, the product name, its lot number, and clear photos showing the damage to both the outer packaging and the product.
After we review the claim, we send a replacement of the damaged item or refund it, at our discretion. Claims made after 7 days, or without photos of both the packaging and the product, cannot be accepted.
Our mistakes
If we ship the wrong product, the wrong size or the wrong quantity, tell us within 7 days of delivery with photos of what you received and its lot number. We send the correct item. If we cannot, we refund that item.
If we decline or cancel an order ourselves, for example under our Compliance Policy, you are not charged, or any payment is refunded in full.
Lost shipments
Every order ships with tracking. If the carrier confirms a parcel is lost, we send a replacement. Parcels the carrier marks as delivered to the address you provided are not eligible, and neither are delays or losses caused by an incorrect address or a delivery that was not accepted.
Not eligible
Change of mind or dissatisfaction; materials that have been opened, prepared or used; materials stored or handled outside the conditions on the label after delivery; and claims without the documentation described above.
Repeated or suspicious claims
We review every claim against the order record, the lot record and the carrier's tracking. Repeated or suspicious claims may lead to claims being declined and to the account being stopped from placing future orders.
Payment disputes
Please contact us before disputing a charge with your bank. We answer within one business day. If a charge for a delivered order is disputed, we provide the bank with the order record, your recorded confirmations and the delivery tracking, and the account may be stopped from placing future orders.
How to make a claim
Email support@purechirallabs.com. Approved refunds go back to the card you paid with, through Stripe, usually within 5 to 10 business days.
Questions
Pure Chiral Labs. Email support@purechirallabs.com or use our contact page.