Refund and Returns Policy

1. Research Products Are Final Sale

Due to the nature of research peptides and the cold-chain handling required to preserve product integrity, all sales are final once an order has shipped. We cannot accept returns or exchanges for products that have left our facility, even if unopened, because we cannot verify or guarantee proper storage conditions were maintained once a package leaves our custody.

This policy exists to protect the integrity of every batch in circulation — not to limit your options unfairly. If something is wrong with your order, we want to make it right (see Section 2).

2. Damaged, Incorrect, or Missing Items

If your order arrives damaged, you received the wrong product, or an item is missing, we will replace it or issue a refund at no cost to you. To qualify:

• Contact us within 7 days of the delivery date shown in your tracking information;
• Include your order number and clear photos of the item(s) received, the shipping label, and any visible damage to packaging or cold-chain materials (e.g. insulation, ice packs); and
• Do not discard the original packaging until the claim is resolved — we may ask for additional photos.

Once we review your claim, we will email you with the outcome, typically within 2–3 business days. Approved claims are resolved via replacement shipment or refund to your original payment method, your choice.

3. Order Cancellations

You may cancel an order for a full refund at any time before it ships. Once an order has entered fulfillment or shipped, it can no longer be cancelled and is subject to the final-sale policy in Section 1. Contact us as soon as possible if you need to cancel — we process orders quickly and cannot guarantee a cancellation will beat fulfillment.

4. Non-Returnable Items

The following are never eligible for return, exchange, or refund under any circumstances:

• Any product that has shipped and arrived as described, undamaged, and correctly fulfilled;
• Products that have been opened, reconstituted, or altered in any way after delivery;
• Gift cards or store credit; and
• Orders where the delivery address provided by the customer was incorrect or incomplete.

5. Refund Processing

Approved refunds are issued to the original payment method used at checkout. Depending on your bank or card issuer, refunds may take 5–10 business days to appear on your statement after we initiate them. We will send a confirmation email once a refund has been processed.

6. How to Start a Claim

To report a damaged, incorrect, or missing item, or to cancel an order before it ships, email support@polarlabs.shop with your order number and a description of the issue. You can also reach us through our Contact page.

7. Changes to This Policy

We may update this Refund and Returns Policy from time to time. The version posted on this page, with its "Last updated" date, always reflects our current policy.