01 Summary
Because our products are research compounds with strict cold-chain requirements, opened or used vials cannot be returned. We do, however, stand behind every order — if something arrives damaged, mislabeled, fails QC on receipt, or is lost in transit, we make it right with a replacement, refund, or store credit.
02 When you're eligible for a refund
You can request a full refund or replacement when:
- A package is damaged in transit and the contents are unusable.
- A product is mislabeled or the wrong item is shipped.
- A vial fails an independent QC test on receipt (purity below the published COA spec).
- A package is lost in transit (carrier confirms no delivery within 30 days of dispatch).
- You cancel an order before it has been packed for shipment.
03 When you're not eligible
Refunds and replacements are not available for:
- Vials with a broken seal or visible signs of use.
- Products stored or handled outside the conditions printed on the COA.
- Refused packages or packages returned because of an incorrect address provided at checkout.
- Customs seizures or destruction by international postal services where the importing country prohibits the compound.
- Buyer's remorse or research-direction changes after the order has shipped.
04 How to file a claim
To start a claim, email hello@freedomaminos.com within 7 days of delivery (or 30 days from dispatch for lost shipments). Include:
- Your order number.
- A short description of the issue.
- Photos of the package and contents (for damage or labeling claims).
- Tracking number and carrier (for lost-shipment claims).
05 Resolution timeline
We respond to claims within 2 business days and aim to resolve them within 7. Approved refunds are issued to the original payment method within 5 business days of approval; replacement shipments go out the same day they're approved.
06 Store credit
Where appropriate, we may offer store credit (typically at 110% of the value of the original product) instead of a cash refund. Store credit is yours to keep, never expires, and can be applied to any future order.
07 Wholesale orders
Wholesale and Tier-2/3 orders follow the terms in your wholesale agreement, which override anything in this public policy. If you don't have a copy of your agreement, contact your account manager.
08 Contact
Need to start a claim or have questions about a specific order? Email hello@freedomaminos.com — please include your order number.