Refund Policy

If we got it wrong — damaged in transit, incorrect item, short shipment — we resend it or refund it, your choice. There is no returns process: research compounds are never shipped back to us — the nature of the substances makes a returned vial unverifiable. Claims open for 14 days after delivery and need the order number and the batch number printed on the vial.

Products damaged on arrival. Products different from what was ordered. Missing items. Orders cancelled by us before dispatch (for example a stock or pricing error) — refunded in full, automatically.

Opened or unsealed vials, and products stored contrary to the storage specification after delivery — a research compound’s integrity cannot be re-verified once the seal is broken, so returned goods cannot re-enter stock — which is also why every remedy is a resend or a refund, never a physical return. Change of mind: you can cancel free of charge at any time before dispatch, by email, and we refund in full. After dispatch, sealed laboratory goods cannot be returned for change of mind; the remedies above (a resend or a refund for damaged, incorrect or out-of-specification goods) apply instead.

Email support@alptide.at within 14 days of delivery with: the order number, the batch number from the vial label, and photos of the packaging and product where damage is claimed. We respond within 2 business days.

To the original payment method, within 14 days of the claim being accepted. Where a resend is chosen instead, the new shipment goes out at our cost — the original goods stay with you and are disposed of per the storage specification. Partner commissions attached to a refunded order are reversed.

Contact us first — a claim is faster than a dispute. Chargebacks raised without contacting support, on orders shown as delivered, may lead to account closure under the Terms of Service.