Refund & Return Policy

01Research-use reagents are final sale

Ethos Bio products are research-use-only (RUO) chemical reagents sold to qualified researchers. Because product identity, sterility, and stability cannot be guaranteed once a reagent has left our verified cold chain or its tamper-evident seal has been broken, all sales of opened, used, or temperature-compromised products are final. We cannot accept the return of any reagent that has left our custody, for the safety and integrity of the research-supply chain. This policy is consistent with standard practice across the research-chemical industry.

02What qualifies for a replacement

We stand behind the identity, purity, and condition of every lot we ship. We will replace, at no cost, any product that meets one of the following conditions, provided the claim is submitted within five (5) business days of delivery:

• Damaged in transit — a vial arrives broken, cracked, or compromised.
• Incorrect item — you received a compound, dosage, or quantity different from your order.
• Temperature excursion — the enclosed data logger shows the shipment left the 2–8°C window in transit.
• Below specification — an unopened lot, stored per its temperature log, that independently tests below its published purity threshold.

To open a claim, email support@ethosbioresearch.com with your order number and a photograph of the affected item, packaging, or temperature log. Approved replacements ship from the next available verified batch under standard cold chain.

03Order cancellation

You may cancel an order for a full refund at any time before it ships. Once a shipping label and cold-chain pack have been generated, the order has entered fulfillment and can no longer be cancelled. To request a cancellation, email support@ethosbioresearch.com with your order number as early as possible; orders typically enter fulfillment within hours of being placed.

04When a refund is issued

Refunds, rather than replacements, are issued in the following cases:

• An order cancelled before fulfillment (Section 3).
• An item that is out of stock and cannot be fulfilled, where you decline a substitute or backorder.
• A qualifying claim under Section 2 where a replacement lot is unavailable.

Approved refunds are returned to the original payment method within five to ten (5–10) business days of authorization. Original shipping charges are non-refundable except where the return results from our error.

05Non-returnable circumstances

We cannot offer a refund or replacement for: products ordered in error by the buyer; reagents degraded by improper storage after delivery; orders refused at delivery or returned as undeliverable due to an incorrect address provided by the buyer (see the Shipping Policy, Section 9); or claims submitted more than five business days after delivery.

06Disputes and chargebacks

If you believe there is a problem with your order, contact us first — nearly every issue is resolved quickly through a replacement or refund. Because our products are clearly described, priced, and disclosed as research-use-only at the time of purchase, filing a payment dispute or chargeback without first contacting support@ethosbioresearch.com is considered a breach of our Terms of Sale. We retain order records, the Research Use Only certification accepted at checkout, delivery signatures, and cold-chain logs, and will present this documentation in response to any unwarranted dispute.

07Contact

Returns, replacements, and cancellations: support@ethosbioresearch.com. Customer service hours: Monday–Friday, 9:00 AM – 5:00 PM Mountain Time (MST). Ethos Bio, LLC · Scottsdale, Arizona · United States.