Effective Date: May 8, 2026
SilverZone Labs supplies research-grade compounds. Because of the analytical nature of these materials and the chain-of-custody requirements involved, our refund policy is intentionally narrow.
What is eligible for a refund or replacement
We will refund or replace any compound that:
- Fails to meet the purity or identity specifications stated in its lot-specific Certificate of Analysis,
- Arrives with broken seal, leaked contents, or visible physical damage to the vial, or
- Was lost in transit by the carrier (with confirmed tracking).
What is NOT eligible
- Vials that have been opened, partially used, or reconstituted.
- Compounds returned without the original packaging and lot label.
- Returns requested more than 7 days after delivery.
- Buyer’s remorse — change of mind after the order has shipped.
- Customer error in selecting the wrong compound.
- Bulk or wholesale orders (defective lots only).
How to request a refund
- Email lab@silverzonelabs.com within 7 days of delivery.
- Include your order number, the lot number on the vial, and a description of the issue. Photographs of damaged vials should accompany damage claims.
- We respond within 2 business days with a determination.
- If approved, we will issue a replacement from the next available lot or a refund to the original payment method, at our discretion.
Return shipping
If the issue is our error (defective lot, damaged shipment, wrong compound shipped), SilverZone Labs pays return shipping. Otherwise, return shipping is the customer’s responsibility.
Refund timing
Approved refunds are issued within 5–7 business days. Your bank or card issuer may take additional days to post the credit.
Lost shipments
If the carrier confirms a shipment as lost, we will reship at no charge. Lost-shipment claims must be filed within 30 days of the original ship date.
Questions
Email lab@silverzonelabs.com.
This document is a starting template. SilverZone Labs recommends review by a licensed attorney prior to public launch.