Plain-language version of the refund policy as it applies to all purchases on syngenlife.com. Last updated May 2026.
This Refund & Return Policy explains when SYNGEN replaces or refunds an order, what evidence we need to process a claim, and how long claims take to resolve. It applies to every order shipped by SYNGEN to a US address.
The short version: we stand behind every batch we ship. If an order arrives damaged, was packed wrong, or fails verifiable quality testing, we replace it or refund it. We cannot, however, accept returns of opened or sealed compounds for change-of-mind reasons.
Three claim categories, three windows: damaged-in-transit (48 hours), wrong-item (14 days), quality discrepancy (14 days). Documentation requirements are listed in the relevant sections below.
Research compounds, once they leave our facility, cannot be reintroduced into inventory. Even if the seal is intact, we have no way to verify that storage conditions during transit and at the buyer’s location were within the compound’s specification window. Reselling a returned vial would compromise the chain of custody and the COA-batch traceability that the rest of our quality program depends on.
For this reason, SYNGEN does not accept returns for buyer’s-remorse, change-of-mind, or accidental-order reasons. The three categories described in Sections 3 through 5 are the only situations in which a replacement or refund is available.
Photograph the package, the inner packaging, and the affected vials before opening anything further. Email [email protected] within 48 hours of delivery with the photos and your order number.
Verified damage-in-transit claims are typically resolved with a free replacement dispatched the next business day. Please retain the original packaging and damaged contents until the claim is resolved — the carrier may need to inspect them.
Email [email protected] with your order number and a photograph of the vial label you received. We will compare against the packing slip and shipping records.
Verified wrong-item shipments are corrected by dispatching the correct compound immediately at no charge to you. We include a prepaid return label with the same email response so you can return the incorrect item. You do not need to wait for the return to be received — the replacement ships first.
SYNGEN ships every batch with a Certificate of Analysis from an independent ISO 17025-certified laboratory. If your independent testing shows a meaningful deviation from the COA we provided, we want to know.
Verified discrepancies result in full replacement or refund at your choice. We also re-test the affected batch at our expense and audit the original testing lab if the discrepancy is confirmed at our end.
Send claims to [email protected]. The quality team typically responds within two business days.
Every claim follows the same five-step process, regardless of category:
Step 1 — Document. Take photographs of the issue before opening or moving anything further. For quality claims, complete your independent testing first.
Step 2 — Email. Send to [email protected] within the applicable window. Include your order number, photographs (or testing report), and a brief description of the issue.
Step 3 — Acknowledgment. We acknowledge receipt within one business day. For damage and wrong-item claims, we typically authorize the resolution at this stage.
Step 4 — Resolution. Replacement is dispatched (free, next business day) or refund is initiated (3 to 7 business days, depending on payment method — see Section 7).
Step 5 — Confirmation. We confirm by email when the replacement ships or the refund is processed. The claim is then closed in our system.
Claims filed outside the windows in Sections 3 through 5 are reviewed case-by-case but cannot be guaranteed.
Refunds are issued to the original payment method:
Credit or debit card. Refund issued to the original card. Reaches your statement in 3 to 7 business days, depending on your issuing bank’s processing speed.
Cryptocurrency. Refund issued in the same coin to the same wallet that paid. Refund amount is calculated in USD at the time of refund and converted at the prevailing exchange rate. Reaches your wallet within 1 to 3 hours.
Bank transfer. Refund issued by reverse wire or ACH to the originating account. Reaches your bank in 3 to 5 business days.
Where applicable, refunds include the original shipping cost. Tax is refunded automatically by the payment processor according to the destination’s rules.
Orders can be cancelled before the shipping label is generated. Once a tracking number exists, the order is committed to the carrier and cannot be intercepted reliably. Email [email protected] immediately with your order number — the faster you reach us, the more likely we can stop dispatch.
The same window applies. Address changes are possible only before the label is generated. Once the label is created, the address is locked.
All claims, cancellations, and questions about this policy should be sent to [email protected]. We respond within one business day, often sooner.
Last updated: May 2026
SYNGEN products are sold exclusively for in vitro laboratory research purposes. They are not intended for human or animal consumption. They are not drugs, food, cosmetics, or dietary supplements. Statements on this website have not been evaluated by the FDA. SYNGEN products are not intended to diagnose, treat, cure, or prevent any disease. Buyers must be 21 years of age or older.
FOR RESEARCH USE ONLY · NOT FOR HUMAN CONSUMPTION · 21+ ONLY
