Effective Date: September 2025
Last Updated By: Southern Aminos Compliance Team

Southern Aminos – Refund or Replacement Policy

1. Purpose

Southern Aminos is committed to fair, transparent, and consistent refund and replacement practices that comply with federal shipping guidelines, banking requirements, and our internal quality-control standards.
This policy explains when refunds or replacements may be approved, how they are processed, and the responsibilities customers must fulfill to qualify.

This policy applies to all purchases of Southern Aminos research-use-only products.

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2. Overview of Eligibility

Refunds or replacements may be issued only under the conditions defined in this policy. Eligibility depends on:

• Order fulfillment accuracy

• Package Protection eligible

• Evidence submitted by the customer

• Compliance with Southern Aminos timelines and procedures

• The final outcome of a formal complaint or claim review

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3. Order Fulfillment Errors

Customers may qualify for a refund or replacement if Southern Aminos verifies:

• Missing items

• Incorrect items received

• Duplicate items shipped

• Packaging or vial integrity issues

Eligibility requires:

• Filing a complaint (see Complaint Policy)

• Photo or video evidence

• Verification through fulfillment and QC logs

If approved, Southern Aminos may issue:

• A full refund

• A partial refund

• A no-cost replacement shipment

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4. Shipping Issues: Loss, Theft, or Damage

4.1 Package Protection

Southern Aminos provides Package Protection with every order, which covers:

• Lost packages

• Stolen packages (including porch theft or mis-delivery)

• Damage incurred during transit

4.2 Filing a Claim

Customers must:

• Submit a claim through the Southern Aminos Claims Portal

• Provide required evidence (photos, tracking screenshots, affidavits if necessary)

• File within the required time frames:

  • Lost packages: 5–10 days after the last tracking update

  • Stolen packages: 5–10 days after the documented delivery date

  • Damaged items: within 5 days of delivery

If approved, resolution may include:

• A no-cost replacement shipment, or

• A refund issued by Southern Aminos

Claim determinations by Southern Aminos are final.

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5. Product Integrity Concerns

Because all products are Research Use Only, refund or replacement eligibility applies only to:

• Incorrect labeling

• Damaged packaging

• Vial integrity issues

• Verified testing documentation discrepancies

Refunds may not be issued for:

• Reconstitution issues (Case by Case Basis)

• Dosing/protocol complaints (No Exceptions)

• Subjective outcomes (“didn’t work,” “felt nothing,” etc.) (No Exceptions)

• Research methodology or experimental error (No Exceptions)

• Any human or veterinary use claims (No Exceptions)

All product-related claims require:

• Photo or video evidence

• Internal QC review

• Batch, testing, and fulfillment audit

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6. Billing or Payment Issues

Refunds may be issued for verified:

• Duplicate charges

• System or order-processing errors

• Unauthorized payments (must be supported by bank documentation)

Refunds cannot be issued for:

• Discount codes not applied before checkout

• Customer payment errors after an order has shipped

• Buyer’s remorse

If a chargeback is filed, Southern Aminos cannot issue any refunds until the case is resolved.
Chargeback abuse results in account closure and permanent ban from future ordering.

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7. Order Cancellations & Refunds

7.1 Before Fulfillment

Orders may be refunded only if:

• Fulfillment has not begun

• The order has not been packed, labeled, or transferred to the carrier

Once fulfillment begins, the order cannot be canceled or refunded.

7.2 After Fulfillment

If an order has shipped:

• It cannot be intercepted or canceled

• Refused or “return to sender” packages are not eligible for refunds

• Refunds may only be considered through a valid claim or complaint review

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8. Refund Exclusions

Refunds or replacements will not be issued when:

• Required timelines were exceeded

• Sufficient evidence was not provided

• Items were mishandled, improperly stored, or altered

• Reconstitution or human-use concerns are involved

• Delays occurred due to force majeure events (weather, holidays, customs, etc.)

• Claims appear fraudulent or abusive

• Customers exhibit abusive behavior toward staff

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9. Fraudulent or Excessive Claims

Southern Aminos may deny refunds and restrict access for:

• Falsified or altered evidence

• Repeated unsupported claims

• Chargeback abuse

• Misrepresentation of loss, theft, or damage

• Attempts to bypass policy requirements

We reserve the right to permanently restrict purchasing access for violations.

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10. Refund Processing Timeline

Once approved:

• Refunds are processed within 3–5 business days

• Processing times may vary depending on the payment processor

• Refunds are issued only to the original payment method

Southern Aminos cannot issue refunds to alternate cards or accounts.

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11. Final Determination

All refund and replacement decisions are made by Southern Aminos Support and Quality Assurance after reviewing all provided evidence and internal documentation.

All decisions are final.

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12. Policy Updates

Southern Aminos may update this policy at any time to reflect changes in:

• Regulations

• Carrier requirements

• Operational practices

• Quality assurance standards

The most current version will always be available on our website.