Refund Policy
Damaged packages and incorrect product or COA are replaced — reported within 48 hours of delivery.
When a claim is accepted
Claims are accepted in two cases only: the package arrives visibly damaged, or the product received does not match the order or its Certificate of Analysis (COA).
48-hour reporting window
All claims must be submitted within 48 hours of delivery. Requests received after 48 hours cannot be honored.
Replacement, not a monetary refund
Approved claims are resolved by shipping a replacement vial. We do not issue full monetary refunds of the purchase price.
Late delivery discount
If your domestic order does not arrive within the 3-6 business day delivery window, contact support@smlabshq.com. Once confirmed, you will receive a 15% discount code to apply to your next order.
How to submit a claim
Email support@smlabshq.com within 48 hours of delivery with your order details and clear photographs of the outer packaging, the vial, and the enclosed COA.
Not covered
Buyer's remorse, ordering the wrong compound, improper storage or handling after delivery, and refused or undeliverable shipments are not covered.
See also our Shipping Policy and Terms of Service.