Overview
Due to the nature of research-grade compounds, and the strict regulatory environment in which we operate, our return and refund policy is limited. Please read this policy carefully before placing an order.
Payment Method Returns & Chargebacks
ACH / eCheck returns: If an ACH or eCheck payment is reversed by the originating bank after we have shipped your order — whether due to insufficient funds, account closure, or a buyer-initiated return — the order will be refunded as store credit only. We do not issue cash refunds against unsuccessful ACH transactions.
Credit and debit card chargebacks: Initiating a chargeback against a verified, completed order will result in a permanent ban from future purchases and may be reported to merchant fraud databases. Please contact us first at support@phormlabs.com — we resolve nearly all order issues within 48 hours and a direct refund is faster than a card-network chargeback.
Cryptocurrency payments: Cryptocurrency transactions are final on the blockchain. Refunds against crypto payments are issued as store credit equal to the USD value of the original payment at the time of order, or in stablecoin (USDC) at our discretion. Volatility-driven differences are not refunded.
Sealed-Vial Returns
If a sealed, unopened vial arrives with a verifiable defect — broken seal, compromised crimp cap, damaged lyophilization cake, or printed-label error — we will replace the affected vial(s) or refund the purchase price, at our discretion, subject to the conditions below.
To qualify for a sealed-vial return:
- You must report the issue within seven (7) calendar days of delivery.
- You must provide clear photographs of the defect and the original packaging.
- The vial must remain sealed and stored according to the storage instructions on the label.
- You must provide the original order number and the lot number from the vial label.
Approved sealed-vial returns must be shipped back to Phorm in a insulated packaging insulated package, prepaid by you. Phorm will reimburse return shipping for confirmed defects.
insulated packaging Failures
If your shipment arrives without functional insulated packaging protection (insulated mailer compromised, fully thawed at delivery, temperature indicator showing excursion), notify us within 24 hours of delivery with photo evidence. We will replace the order at no charge.
Non-Returnable Items
The following are not returnable:
- Opened or punctured vials
- Vials that have been reconstituted
- Products stored outside specified conditions
- Products returned more than 7 days after delivery
- Bacteriostatic water and other accessories, once opened
- Custom orders or special-request items
Order Cancellation
You may cancel an unshipped order at any time by contacting support@phormlabs.com. Once an order has been packed for insulated shipping or shipped, it cannot be cancelled.
Lost or Damaged in Transit
If your tracking shows delivered but you have not received the package, wait 24 hours and check with neighbors and your carrier. If the package is still missing, contact us within 72 hours of the delivery confirmation and we will work with the carrier to locate or replace the order.
For physical damage during transit (crushed box, broken contents), photograph the damage at the time of delivery and contact us within 24 hours.
Refusal of Delivery
If you refuse delivery for any reason other than visible damage or insulated packaging failure, you remain responsible for the cost of the product and return shipping. Refused orders may be subject to a 20% restocking fee, if the product can be revalidated for resale.
How to Initiate a Return
Email support@phormlabs.com with:
- Order number
- Lot number from the vial label
- Description of the issue
- Clear photographs of the defect and packaging
We will respond within two business days with next steps.
Refund Method and Timing
Approved refunds are issued to the original payment method. Card refunds typically post within 5–10 business days. Crypto refunds are issued at the original transaction’s USD equivalent and may be subject to network fees.
Contact
PHORM Labs LLC
Email: support@phormlabs.com
Effective date: May 2026