Returns & refunds.

Our products are final sale

Our products are custom-labeled research materials. Once an order leaves us, we cannot verify how it was stored or handled, so we cannot resell or reuse anything that comes back. For that reason all sales are final:

• we do not accept returns for a change of mind or an order placed by mistake;
• we do not accept returns of opened or used products.

This does not affect any right you have under the law of your state that cannot be excluded.

What we will put right

We will help if your order:

• arrives damaged in transit;
• contains the wrong item; or
• is missing an item you paid for.

How to report a problem

Report it within 3 business days of delivery, by email to support@altararesearch.com or through our contact form. Please include:

1. your order reference;
2. a short description of the problem;
3. clear photos of the outer package, the vials and their labels, and the packing slip if there is one.

Keep the package and the products until we have resolved your report, and do not send anything back unless we ask you to in writing. We may ask for more information. Reports made after the 3 business day window, or without photos, may be declined.

What happens next

We review every report. If we confirm the problem, we will either send a replacement or refund the price of the affected items to your original payment method. We choose which remedy applies, usually based on stock and the nature of the problem. If an entire order has to be refunded because of our error, we also refund the shipping charge.

Lost packages

Please contact us if tracking shows no movement for 7 days, or if tracking shows the package as delivered but you have not received it. Check with neighbors and anywhere a carrier might leave a package first.

We will open a claim with the carrier. We may ask you to confirm your address or to sign a short statement that the package was not received. When the claim is resolved, or if the carrier confirms the package is lost, we will send a replacement or issue a refund, at our choice.

Cancellations

You can cancel an order only before it has been packed. Contact us as soon as possible at support@altararesearch.com with your order reference. If the order has not been packed, we cancel it and refund the full amount. After it has been packed, it cannot be canceled.

Wrong addresses and refused packages

Please check your shipping address carefully at checkout. If a package is refused, or cannot be delivered because the address was wrong or incomplete, the shipping charge is not refunded. If the package comes back to us, we will contact you to arrange reshipment at your cost or a refund of the product price.

Refunds and reward points

Refunds go to the original payment method. Once we issue a refund, the time it takes to appear depends on your card issuer and our payment processor. If you used reward points on an order that is refunded, we return the points to your account, and we remove any points earned on the refunded items.

Payment disputes

If something is wrong with your order, please contact us before you dispute the charge with your card issuer. We can usually fix the problem faster that way.

Questions

Email support@altararesearch.com or use our contact form. This policy forms part of our Terms & conditions.

Assumptions in this draft

Each of these was chosen so the policy reads as a whole, not because the business confirmed it. Every one needs checking before launch.

• The final sale position is assumed to be enforceable in the states we ship to. Counsel should check state rules on posting refund policies and on final sale goods.
• A 3 business day reporting window is assumed. It is set to leave time for claims with the fulfillment partner, which has a short claim window of its own.
• The choice between replacement and refund is assumed to be ours, not the customer's.
• A package is assumed to be treated as possibly lost after 7 days with no tracking movement.
• Shipping is assumed to be refunded only when an entire order is refunded because of our error.
• Packages returned because of a wrong address are assumed to be either reshipped at the customer's cost or refunded at the product price. It is not confirmed that returned packages come back to us.
• Reward points are assumed to be returned on refunded orders paid with points, and removed on refunded items.
• Refunds are made through the payment processor, which has not yet been chosen.