Refund & Return Policy

Last updated: July 16, 2026 · Ascendtials

The short version

All sales are final. We don't accept returns, cancellations, or refunds for change of mind.
Exception: if your order arrives damaged in transit, is defective/leaking, has a missing item, or we sent the wrong product, we'll make it right.
You must contact us within 7 days of delivery with your order number and clear photos.
Approved claims are resolved with a free replacement or a refund, at our discretion.

1. All sales are final

Because our products are research chemicals whose integrity cannot be verified once they leave our control, all sales are final. We do not accept returns or exchanges and do not provide refunds for change of mind, ordering the wrong item, no-longer-needed orders, or similar reasons. Please review your order carefully before completing checkout.

2. When we WILL make it right

We stand behind what we ship. You are eligible for a free replacement or a refund (our choice) if any of the following happens:

Damaged in transit — a vial arrives broken, cracked, or compromised.
Defective or leaking — the product is visibly leaking, contaminated, or the seal has failed on arrival.
Wrong item — you received a different product than what you ordered.
Missing item — part of your order is missing from the package.

3. How to file a claim

Your order number;
A description of the problem;
Clear photos showing the issue — the affected product, any damage, and the shipping packaging and label. For a wrong or missing item, a photo of everything you received.

Please keep the product and all packaging until your claim is resolved. Claims submitted after 7 days, or without the required photos, may not be eligible.

4. How claims are resolved

Once we receive your claim we'll review it, usually within a few business days. If it's approved, we'll either ship a free replacement or issue a refund for the affected item, at our discretion. Approved refunds are issued to your original payment method. Depending on the payment method and your bank, it may take several business days for the refund to appear. For a replacement, we cover the reshipment cost.

5. What is NOT covered

The exception above does not apply to:

Products that have been opened, used, reconstituted, or altered in any way;
Change of mind, buyer's remorse, or ordering the wrong product;
Packages delayed, lost, or misdelivered because of an incorrect or incomplete address you provided;
Shipments delayed, detained, or seized by customs or other authorities (see our Shipping Policy);
Customs duties, import taxes, or brokerage fees;
Claims made more than 7 days after delivery.

6. Lost packages & non-delivery

If tracking shows your package has not moved for an extended period or is marked lost by the carrier, contact us and we'll help investigate with the carrier. Remedies for genuine carrier loss are handled case by case. We are not responsible for packages marked delivered by the carrier but reported not received, or for losses resulting from an incorrect address.

7. Cancellations

Because orders move into processing quickly, orders cannot be cancelled once placed. If you believe you made an error immediately after ordering, contact us right away and we'll help if the order has not yet been prepared for shipment, though we cannot guarantee it.

8. Chargebacks

If you have a problem with an order, please contact us first — we're glad to help and will resolve legitimate issues under this policy. Filing a chargeback or payment dispute without contacting us is treated as a breach of our Terms of Sale and may result in refusal of future orders.

9. Questions

Questions about this policy or a specific order can be sent through our contact page. Please include your order number so we can help quickly.