Return & Refund Policy
Applies To: All orders placed on the Amino Asylum store.
Under new ownership and restructured operational protocols, Amino Asylum is committed to complete customer transparency, analytical product integrity, and an accessible, friction-free refund process. Every compound in our catalog undergoes rigorous batch verification, with official Certificates of Analysis (COAs) published directly on our product detail pages.
If an order fails to meet our strict standards of chemical accuracy, condition, or fulfillment, we guarantee a swift, equitable resolution.
1. Eligibility Criteria & Resolution Tiers
Because our product line consists of standardized research compounds requiring specialized storage and environmental controls, returned merchandise cannot be restocked or resold once handed off to a carrier. Our resolution tiers are structured according to the nature of the return:
1.1 Full Refund or Immediate Replacement Eligibility
You are entitled to a complete monetary refund (credited to your original payment method) or an immediate replacement shipment at no additional cost under any of the following circumstances:
Incorrect Item Dispatched: The physical compound, dosage, or container volume received differs from your confirmed order details.
Damaged or Compromised Freight: The shipment arrived with broken safety seals, cracked glass containers, leaking liquid matrices, or compromised outer packaging.
Incomplete Shipments: The package arrived with missing items relative to your itemized packing slip and order confirmation.
Verified Quality or COA Discrepancy: Analytical testing performed by an accredited third-party laboratory yields chemical purity or concentration metrics that fall materially below our published COA parameters (see Section 5).
Carrier Loss or Non-Delivery: The shipment is officially declared lost by the carrier, or tracking shows zero movement for more than 10 business days (Domestic) or 21 business days (International) beyond the estimated arrival date.
Unreasonable Processing Delays: Dispatch is delayed significantly beyond our promised handling window due to internal operational issues without prior notification and consent.
1.2 Store Credit or Product Exchange Eligibility
For situations non-attributable to operational or quality errors, we offer store credit vouchers (with no expiration date) or direct product exchanges under these conditions:
Change of Mind / Unneeded Items: The purchasing researcher no longer requires the compound. (Item must remain unsealed, unopened, and in its original condition, submitted within 14 calendar days of carrier delivery).
Accidental Order Selection: The customer selected an incorrect formulation, concentration, or product variant during checkout. (Item must remain unsealed and unopened, submitted within 14 calendar days of carrier delivery).
1.3 Ineligible Return & Refund Conditions
Refunds, exchanges, or store credits will not be granted under the following conditions:
Unsealed or opened products returned for subjective reasons or change of mind.
Non-delivery resulting from invalid, inaccurate, or incomplete shipping addresses provided by the customer at checkout.
Product degradation caused by improper storage after delivery (e.g., failure to refrigerate temperature-sensitive peptides or exposure to direct light/heat as outlined on the product specification page).
Requests submitted more than 30 calendar days after carrier delivery, unless accompanied by documented third-party laboratory COA testing results.
Digital resources, educational materials, or downloadable analytical content.
2. Standard Return & Resolution Process
We have streamlined our intake system to resolve claims within days rather than weeks:
[Step 1: Request Submitted] ──► [Step 2: Acknowledgement] ──► [Step 3: Assessment] ──► [Step 4: Execution]
(Email Within Eligible Window) (Named Agent within 24 Hrs) (Decision within 3 Days) (Processed within 7 Days)
Submit Request: Email sales@aminoasyluminc.com with your Order Number, the specific item(s) in question, a concise summary of the issue, and clear photo documentation (if reporting physical damage or incorrect items).
Dedicated Intake (Within 24 Hours): A named logistics manager will acknowledge your ticket within 1 business day. You will deal with a dedicated human agent throughout the process.
Assessment (Within 3 Business Days): Our compliance team will review your claim and issue an official decision. If supplementary details are needed, we will request them in a single, clear communication.
Execution (Within 7 Business Days): Approved refunds are processed to your payment provider within 7 business days. Replacements ship within 3 business days. Store credit vouchers are issued immediately upon approval.
3. Approved Refund Options
PayPal, cash app and zelle: Processed directly to your account balance within 3–5 business days.
Store Credit: Applied immediately to your store account upon approval. Store credits carry no expiration dates and apply to all catalog items.
All monetary refunds are issued exclusively to the payment method used during checkout. Cash, bank wire, or third-party transfer refunds are strictly prohibited.
4. Return Freight Responsibility
Company Error or Quality Claims: If a return or replacement is required due to damaged goods, picking errors, missing items, or verified purity discrepancies, Amino Asylum covers all freight charges. A prepaid, trackable return shipping label will be delivered via email.
Customer Discretion / Change of Mind: If a return is granted for exchange or store credit due to ordering errors or a change of mind, return freight is the responsibility of the customer. We strongly advise utilizing a trackable shipping service; we cannot issue credits for parcels lost in transit back to our facility.
Warehouse Receiving Address: Do not send returns to corporate office addresses or old administrative hubs. Return shipments must be sent exclusively to the facility address specified in your official Return Authorization email.
5. Independent Product Quality & COA Dispute Protocol
We support scientific verification and stand behind our published lab data. If independent analytical testing commissioned by your facility reveals a purity metric that falls more than 5 percentage points below our published COA specification for that specific batch, we enforce a strict accountability protocol:
Dossier Submission: Email sales@aminoasyluminc.com with your order number, lot number, the name and accreditation details (e.g., ISO/IEC 17025 certification) of the testing facility, and the full unedited test report.
Technical Review (Within 5 Business Days): Our quality assurance team will inspect the analytical data, testing methodologies (such as HPLC-MS parameters), and sample chain of custody.
Retesting: We will submit an archived sample from the identical production batch to an independent, accredited secondary testing facility for confirmation.
Resolution: If the discrepancy is verified, you will receive an immediate full refund for your entire order, and the affected lot will be removed from sale. If testing results conflict, a third ISO-accredited laboratory will perform a tie-breaking assay. Confirmed quality disputes are published openly in our public COA archive.
6. Damaged, Lost, or Misdirected Transit Claims
Physical Damage on Arrival: If a shipment arrives with compromised primary seals, shattered glass, or leaking contents, retain all packaging. Take photos of the damaged shipping container and contents, then notify sales@aminoasyluminc.com within 48 hours of delivery. A replacement order will be dispatched promptly.
Lost Parcels: If carrier tracking displays no location updates for 10+ business days (Domestic) or 21+ business days (International), contact support to initiate a carrier trace. We will dispatch a replacement shipment upon trace initiation without requiring you to wait for carrier claim settlement.
Misdirected Deliveries: If a carrier confirms delivery to an address that differs from the shipping address provided in your order confirmation email, reach out to our team immediately. We will initiate a formal carrier trace and arrange a replacement shipment.
7. Order Cancellations
Prior to Dispatch: You may request an order cancellation for a full refund at any time before your package enters fulfillment. Email sales@aminoasyluminc.com immediately with “CANCELLATION – Order #[Number]” in the subject line. Because orders enter processing quickly, cancellation requests must be submitted as early as possible.
After Dispatch: Orders that have been handed over to the carrier cannot be canceled in transit. Once delivered, the shipment must be processed under the standard return guidelines detailed in Section 1.2.
8. Subscription Order Terms
For customers participating in recurring auto-ship plans:
Subscriptions can be paused, modified, or canceled at any time through your account portal or by emailing support.
Cancellation requests submitted at least 48 hours prior to a scheduled billing cycle will prevent the upcoming order from processing.
Requests submitted within less than 48 hours of a scheduled cycle may not stop fulfillment; in such cases, the standard return policy applies once the parcel is delivered.
We do not charge subscription cancellation or account modification fees.
9. Historical Notice Regarding Former Ownership
The current Amino Asylum entity operating at aminoasyluminc.com is owned and managed under entirely new operational leadership, operating as a distinct legal entity independent of the former business entity that ceased operations prior to June 2025.
While we are legally unable to issue direct monetary refunds for transactions executed with the former operating entity prior to June 2025, former customers seeking assistance with historic unfulfilled orders may consult our Order Resolution Center for potential account assistance and credits.
10. Support Contacts & Escalation Pathways
Primary Claims Desk:
sales@aminoasyluminc.comResponse Window: Within 24 business hours (Monday through Friday)
Executive Escalation: If your claim is not resolved to your satisfaction through standard intake channels, you may request an executive review by emailing sales@aminoasyluminc.com. A senior operations manager will review your ticket history and issue a final determination within 2 business days.
No claim ticket is marked closed until you confirm that your issue has been fully resolved.
Frequently Asked Questions
Q: What is the window for requesting a refund or return?
A: Quality issues, damaged items, or COA discrepancies must be reported within 30 calendar days of carrier delivery. Change-of-mind or store credit exchanges must be submitted within 14 calendar days of delivery for unsealed items.
Q: Do I need to physically return a compromised or broken item?
A: We do not require the physical return of damaged glass containers or contaminated liquids. Clear high-resolution photographic documentation is sufficient. Unopened items being returned due to a change of mind must be physically returned to our warehouse facility.
Q: Can I exchange an item for a different compound variant?
A: Yes. If the item remains completely unsealed and is reported within 14 calendar days, our team will issue a Return Authorization for an exchange. Any price variance between the items will be invoiced or refunded accordingly.
Q: How will I know when my refund has completed processing?
A: An automated merchant notification containing the transaction reference number, total refund amount, and payment provider processing details will be dispatched to your email address the moment a refund is authorized.
