This Policy forms part of our Terms of Use and describes when we cancel an order, what we put right when the mistake is ours, and how refunds are issued. Please read it before you buy.
In short: after dispatch, orders are final — we do not accept products back and there is no refund for a change of mind. If the mistake is ours (wrong item, missing item, or an order we did not dispatch within the window we announced), we put it right at our cost. Loss or damage in transit is covered only by Shipping Protection, the optional add-on selected at checkout.
See also our Terms of Use and our Privacy Policy.
1. Scope
This Policy applies to orders placed on primesciencesupply.com. The products we supply are research-grade peptides and compounds (Research Use Only — RUO), intended solely for laboratory research use. They are not for human or veterinary use, and they are not drugs, dietary supplements, or cosmetics.
2. Our dispatch commitment and your right to cancel a delayed order
- We dispatch your order within 1 business day of payment confirmation. Dispatch is the time we take to pick, pack, and hand the package to the carrier — carrier transit time counts separately.
- If we cannot dispatch within that window, we email you BEFORE that window ends, with a definite revised date, and you choose: accept the new date, or cancel the order for a full refund.
- If the revised date is more than 30 days beyond the original window, or if we cannot give a definite date, we cancel the order and refund it — unless you expressly tell us you want to wait.
- If we do not hear back from you, we cancel and refund.
- A refund owed under this section is a refund of money: we do not substitute store credit or a voucher for it.
3. Cancelling an order before it ships
- Request the cancellation by email at [email protected]. If the order has not been dispatched yet, we cancel it and refund the full amount, shipping included.
- After dispatch there is no cancellation: sections 4, 5, and 6 apply.
- If a package comes back to us because the address was incorrect or incomplete, we contact you to either reship at your expense or refund the price of the products, less the original shipping charge.
4. After dispatch, orders are final
Once an order has been dispatched, we do not accept the product back and there is no refund for a change of mind, for cancelling after the fact, or for no longer needing the material. The only exceptions are those in sections 2, 3, and 5 of this Policy — each of them tied to something we got wrong.
We do not issue return authorizations and we do not have a returns address. Product sent to us without our asking for it is not accepted, is not refunded, and is not sent back.
5. When the mistake is ours: wrong item or missing item
- This section covers two cases: you received an item different from the one you ordered, or an item on your order was missing.
- Tell us within 30 days of delivery.
- Email [email protected] with your order number and photos of the package and the items as you received them, including the shipping label and any seals.
- Once we have checked the error against what we picked and packed, we put it right by sending the correct item or by refunding the price of the affected item, at our option. We do not ask you to send anything back: we do not accept product returns.
- This section does not cover loss or damage in transit — that is section 6.
6. Loss or damage in transit
- Once we hand the package to the carrier, transport is no longer under our control. Loss in transit, a package that never arrives, and damage that happens on the way are not covered by this Policy.
- What covers those cases is Shipping Protection, an optional add-on you choose at checkout, before placing the order. With it, if the order is lost in transit or arrives damaged, we ship it again at our own cost.
- Without Shipping Protection, an order lost in transit or damaged on arrival is not replaced and is not refunded.
- To use Shipping Protection, email [email protected] with your order number. If the package arrived damaged, attach photos of the outer box and of the items as they came out of it.
7. Why we do not accept product back
The reason is quality control: once material leaves our storage and our chain of custody, we can no longer attest to the identity, purity, and integrity of that lot against the Certificate of Analysis issued for it. That holds even with the manufacturer’s tamper-evident seal intact — what we cannot reconstruct is the temperature and handling history outside our facility. For that reason the material does not go back into stock and is not resold.
This restriction is a quality-control requirement — it is not a statement about any use of the product.
8. How refunds are issued
- Always to the same payment method used for the purchase, whenever possible.
- We issue the refund within 7 business days from the day it becomes due: for a cancellation, the date we cancel; for a mistake of ours, the date we confirm the mistake.
- When the money appears on your statement depends on your bank or card issuer, not on us.
- Shipping is refunded in full when the whole order is cancelled or refunded because of a dispatch delay (section 2) or a cancellation before shipping (section 3). A refund of a single item for a mistake of ours (section 5) returns the price of that item, not the order’s shipping charge.
- Shipping Protection, when purchased, is an add-on already in force from dispatch and is not refunded on its own.
9. No general right to change your mind beyond this Policy
Except as stated in this Policy, orders are final. U.S. law does not grant a general right to cancel an online purchase after it has shipped.
10. Before you dispute a charge with your bank
If something went wrong, talk to us first: emailing [email protected] is usually faster than a bank dispute, and we reply on business days. This is a request, not a condition: contacting us does not limit, replace, or affect any right you have to dispute the charge with your bank or card issuer.
11. How to contact us
Prime Science Supply
Support: [email protected]
Website: primesciencesupply.com
Mailing address: 13863 Valley Ranch Rd, Roanoke, TX 76262, United States
Merchant country: United States
12. Changes to this Policy
We may update this Policy. The version that applies to your order is the one published on the date the order was placed. The date of the last update appears at the top of this page.