Refund policy

Refunds & Returns Policy — Elysium Chems

Effective date: 26 September 2025

1) Scope

Our products are supplied for research and analytical use only. For safety, regulatory, and chain-of-custody reasons, most chemical/peptide items are not eligible for return once shipped. This policy explains the limited situations where we can assist.

2) What is NOT returnable

  • Chemical & peptide products (including lyophilised vials, solutions, standards), temperature-sensitive or perishable items, and anything with a tamper-evident seal that has been opened, broken, or shows signs of handling.

  • Custom syntheses, made-to-order batches, and special-order items.

  • Hazardous materials, flammable liquids/gases, dry-ice/ice-pack shipments.

  • Sale items and gift cards.

Note: Unauthorised returns of chemicals/hazmat will be refused or safely destroyed without credit to protect product integrity and personnel.

3) When we can help

We’ll repair, replace, or refund (at our discretion) if you notify us within 48 hours of delivery for:

  • Wrong item/lot or short shipment

  • Transit damage (outer box or vial damage, thawed cold-chain)

  • Quality issues (e.g., mislabelled lot, COA discrepancy)

Evidence required

Contact us via the contact form on our website within 48 hours with:

  • Order number, lot number(s)

  • Photos of the shipping label, outer packaging, internal packaging, and the item(s)

  • Brief description of the issue and when discovered

We’ll issue an RMA number and instructions if a return or field destruction is appropriate. Do not ship any chemical back without an RMA.

4) Non-chemical items (eligible for change-of-mind)

For non-chemical merchandise (e.g., accessories, equipment not exposed to lab use), we accept returns within 30 days of delivery if:

  • Unused, in original packaging, with all accessories and manuals

  • Condition identical to receipt; no signs of installation or use

Approved returns may be subject to a 15% restocking fee and exclusion of original shipping. You’re responsible for return shipping unless we sent the wrong item or it arrived damaged.

5) Cold-chain & delivery responsibilities

  • Please ensure someone is available to receive temperature-controlled shipments on the first delivery attempt. We aren’t responsible for degradation due to delays, incorrect addresses, or refusal of delivery.

  • Title and risk of loss pass to you when we hand over to the carrier (see Terms of Service). We’ll assist with carrier claims where appropriate.

6) Exchanges

Where inventory allows, we can replace the same item/lot or closest equivalent. Otherwise, a refund per §7 will apply.

7) Refund method & timing

After we receive and verify the item (or validate evidence for non-return scenarios), approved refunds are processed to your original payment method within 10 business days. Banks/card networks may take additional time to post the credit. Shipping, duties, taxes, and hazmat surcharges are non-refundable unless the error was ours.

If more than 15 business days pass after our approval and you haven’t seen the credit, contact us via the contact form on our website.

8) International orders

Customs decisions (inspection delays, refusal, destruction) are outside our control and are not refundable. Duties and import taxes are non-refundable. If a parcel is returned due to wrong address, refusal, or failure to clear customs, we can reship at your cost.

9) How to start a claim or return

Contact us via the contact form on our website with your order number and details. We’ll respond with next steps. Items sent back without an RMA will be refused.