Scope and incorporated policies

This Policy applies to physical products ordered from Forge LX Labs. It should be read together with the Terms and Conditions, Research Use Policy, Shipping Policy, Privacy Policy, product page, Checkout disclosures, and the accepted order.

A product-specific written promise or a remedy required by applicable law controls when it provides a right that is greater than the general terms stated here.

Final-sale rule after shipment

Except for an approved claim under this Policy or a remedy required by applicable law, all sales are final once the product is physically placed in the carrier’s possession.

Research products that have left our custody cannot be restored to saleable inventory because we cannot independently verify their post-shipment possession, storage, handling, temperature exposure, tamper status, identity, contamination status, labeling, or chain of custody.

Order cancellation and modification requests

Submit a cancellation or modification request through the Contact page immediately. A request is not effective until Forge LX Labs confirms it in writing.

We may be unable to cancel or modify an order after verification, picking, packing, documentation preparation, label creation, security sealing, or carrier tender has begun. An order is not considered cancelled merely because a customer sends a message, disputes a pending authorization, refuses delivery, or asks a carrier to return the package.

When an order is properly cancelled before fulfillment and no nonrefundable third-party cost or other lawful deduction applies, we will issue an appropriate refund. We may always cancel an order and issue a refund when we decline approval, cannot verify the order, identify a compliance concern, or cannot lawfully fulfill it.

Claims eligible for review

A timely and documented claim may be reviewed when:

• The wrong product, presentation, or quantity was shipped by Forge LX Labs.
• An item shown on the packing record is missing from the delivered package.
• The vial or primary container arrived broken, cracked, open, leaking, or visibly compromised.
• The external package shows documented carrier damage that affected the product.
• The tamper-evident packaging was materially compromised before receipt.
• The carrier declares the shipment lost or an investigation supports nondelivery.
• The product does not match its label, lot record, or applicable lot-specific analytical documentation, supported by reliable evidence.
• The order was cancelled or could not be shipped and a refund is required by the Shipping Policy or applicable law.
• A duplicate payment or other confirmed billing error occurred.

Reasons that ordinarily do not qualify

• Change of mind, duplicate ordering by the customer, excess inventory, or budget changes.
• Incorrect product, strength, quantity, or address selected by the customer.
• Failure to obtain research approval, suitable equipment, facilities, permits, or authorization.
• Refusal, non-collection, an inaccurate address, unauthorized rerouting, or failure to provide secure delivery.
• Delay caused solely by a carrier after timely shipment, unless an available carrier remedy applies.
• Cosmetic carton wear, label positioning, stopper appearance, or other minor variation that does not establish product nonconformity.
• A temporary transit-temperature reading without reliable evidence that the product is nonconforming.
• Claims based on personal use, injection, ingestion, dosing, treatment, diagnosis, weight loss, bodybuilding, cosmetic, veterinary, or other prohibited use.
• Claims based solely on expected biological, health, therapeutic, or performance effects.
• Products altered, opened, reconstituted, combined, transferred, relabeled, tested destructively, or used before Forge LX Labs completed its review.
• Products purchased from an unauthorized reseller, marketplace, third party, or another purchaser.
• Claims submitted outside the applicable reporting period without a legally required exception.

Claim-reporting deadlines

These periods allow prompt investigation and preservation of evidence. They do not shorten a nonwaivable right or remedy provided by applicable law.

Information and evidence required

A claim should include all information reasonably available, including:

• Order number, account email, recipient, and delivery address;
• Product name, presentation, quantity, lot number, and vial or label photographs;
• Clear photographs of every side of the shipping carton, shipping label, internal packaging, seals, product, and claimed condition;
• Tracking number, carrier status, delivery photograph, and carrier case number where applicable;
• A concise explanation of what occurred and when it was discovered;
• Whether the product was opened, altered, transferred, stored, tested, reconstituted, or otherwise handled after receipt;
• For an analytical claim, the complete laboratory report, method, raw supporting data, chain of custody, preparation details, and laboratory contact information; and
• Any other information reasonably needed to investigate the specific claim.

Redact full payment-card numbers and unnecessary personal information. Do not submit patient information, medical records, dosing details, or prohibited personal-use information.

Return authorization is required

Do not mail or deliver a product back unless Forge LX Labs first issues written return instructions or a Return Merchandise Authorization. The authorization applies only to the identified order, product, quantity, and reason.

Unauthorized returns may be refused, quarantined, preserved for an investigation, or destroyed. Sending a product without authorization does not create refund or replacement eligibility.

When a return is authorized, follow the packaging, carrier, documentation, deadline, and safety instructions exactly. Do not include needles, syringes, biological specimens, bodily fluids, hazardous material, reconstituted material, patient information, or any product exposed to a human or animal.

Claim review and investigation

We may review order, account, payment, packing, weight, inventory, lot, security, photograph, video, carrier, delivery, communication, and analytical records. We may request carrier inspection, independent testing, return of the affected product, a written declaration, identity verification, or additional documentation.

Review time depends on the issue, evidence, carrier, laboratory, and third-party response. We will communicate a decision or reasonable status update after receiving the information required for review.

An acknowledgment that a claim was received is not an admission of liability or approval of a remedy.

Available remedies for an approved claim

Subject to applicable law and the specific facts, an approved claim may result in one or more of the following:

Unless applicable law requires a particular remedy, Forge LX Labs determines the reasonable remedy after investigation. We do not provide multiple recoveries for the same loss.

How and when refunds are issued

An approved refund is ordinarily issued to the original payment method. Processing begins after approval, required return or evidence is received, and any necessary carrier, payment, or fraud review is complete.

We generally initiate an approved discretionary refund within seven business days. The bank, card network, payment processor, or financial institution may require additional time to post the credit.

A refund required because merchandise could not be shipped will be issued within the period required by applicable law. We may use another lawful method when the original method is unavailable.

Refunds do not include unrelated costs, internal labor, lost opportunity, third-party testing, consequential loss, or other amounts unless expressly approved or required by law.

Original shipping, return shipping, and reshipment costs

When the approved claim was caused by our packing or fulfillment error, we will provide reasonable return instructions and cover authorized return or replacement shipping as appropriate.

When a problem resulted from an inaccurate address, refusal, non-collection, unauthorized rerouting, customer ordering error, unavailable recipient, or another circumstance not caused by Forge LX Labs, original shipping, carrier return charges, address fees, and reshipment costs may be nonrefundable or charged to the customer where permitted.

Do not purchase postage or incur a return-shipping expense expecting reimbursement unless we authorized it in writing.

Lost, stalled, or undelivered shipments

Lost-shipment claims follow the Shipping Policy. We may require a carrier case, waiting period, address confirmation, affidavit, identity verification, police or theft report for a high-value claim, or cooperation with carrier and insurance procedures.

An approved lost-shipment claim may result in replacement or refund. We may decline duplicate recovery when a carrier, insurer, payment provider, or another party has already reimbursed the same loss.

Carrier marked the package delivered

When tracking shows delivered, first check entrances, mailrooms, parcel lockers, reception, loading areas, neighboring suites, authorized receiving personnel, household members, and delivery photographs. Contact the carrier or local delivery office for route or GPS information when available.

Report the claim within three calendar days and include the carrier case number. A delivery scan is relevant evidence, but we will review a timely, documented claim based on all reasonably available facts.

Transit temperature and storage concerns

Unless the product page or accepted order expressly states that a validated temperature-controlled service is included, products are shipped through ordinary ambient carrier networks and are not maintained under a validated cold chain.

Weather, package temperature, a delayed scan, or a warm or cold vial at delivery does not by itself establish nonconformity. A claim should identify the product, lot, time, documented conditions, storage after delivery, relevant stability information, and reliable evidence showing that the material failed an applicable specification.

Identity, purity, quantity, and analytical-documentation claims

Lot-specific analytical documentation reports the tests, methods, results, specifications, and limitations stated in that document. It is not a promise of suitability for a particular experiment, result, biological activity, therapeutic outcome, or prohibited use.

For a technical nonconformity claim, preserve chain of custody and provide a complete report from a qualified independent laboratory, including sample identity, lot, receipt and storage conditions, preparation, method, system suitability, standards, raw data, chromatograms or spectra where applicable, calculations, uncertainty or limitations, and laboratory contact information.

Results may differ because of sampling, preparation, method, standard, instrument, integration, reporting basis, moisture, counterion or salt treatment, calculation, or laboratory variability. We may request retained-sample testing or review by an independent laboratory before deciding the claim.

Payment disputes and chargebacks

Contact Forge LX Labs promptly so we can review an alleged billing, nondelivery, damage, or fulfillment problem. Nothing in this Policy eliminates a nonwaivable right to contact a card issuer or financial institution.

When a payment dispute is opened, we may provide the processor, issuer, network, or financial institution with relevant order, account, policy-acceptance, verification, communication, packing, carrier, delivery, and claim records as permitted by the Privacy Policy and applicable law.

We will not issue a second refund while the same amount is already subject to an active reversal, chargeback, payment dispute, carrier reimbursement, or other recovery. Any remaining amount will be reconciled after the proceeding is resolved.

Fraudulent, abusive, or inconsistent claims

We may deny a claim, restrict remedies, require additional verification, suspend an account, cancel pending orders, or preserve records when evidence reasonably indicates alteration, false statements, duplicate recovery, fabricated damage, unauthorized resale, address manipulation, account circumvention, prohibited use, or other fraud or abuse.

We may report suspected theft, payment fraud, mail fraud, carrier fraud, or unlawful conduct to payment providers, carriers, insurers, counsel, regulators, or law enforcement as permitted by law.

Applicable law and nonwaivable rights

This Policy defines the voluntary return and refund practices of Forge LX Labs. It does not waive a right or remedy that cannot lawfully be waived.

Georgia does not provide a universal right to return every purchase, but a business must honor the return policy it publishes and other applicable legal obligations. Federal rules may separately require cancellation and a prompt refund when an Internet order cannot be shipped within the applicable promised period and the purchaser does not agree to the delay.

Where applicable law conflicts with this Policy, the controlling law applies only to the extent of the conflict.