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

Southern Aminos – Refund Policy

1. Purpose

Southern Aminos is committed to transparent, fair, and consistent refund practices that align with federal shipping guidelines, banking requirements, and our internal quality standards.
This Refund Policy outlines when refunds may be issued, how they are processed, and customer responsibilities relating to eligibility.

This policy applies to all customers purchasing Southern Aminos research-use-only products.

2. Refund Eligibility Overview

Refunds may be issued only under the conditions outlined below. Eligibility depends on:

  • Order fulfillment accuracy

  • Shipping and package protection coverage

  • Evidence provided by the customer

  • Compliance with Southern Aminos timelines and procedures

  • The determined outcome of a formal complaint or claim review

Refunds are not guaranteed and are issued only after investigation and final determination by Southern Aminos Support & QA.

3. Refunds Related to Order Fulfillment Errors

Customers may be eligible for a refund if Southern Aminos confirms:

  • Missing items

  • Incorrect items received

  • Duplicate items shipped

  • Packaging or vial integrity issues

Eligibility requires:

  • Submission of a complaint (see Complaint Policy)

  • Photographic or video evidence

  • Verification through our fulfillment and QC records

If approved, Southern Aminos may issue:

  • A full refund,

  • A partial refund, or

  • A no-cost replacement

4. Refunds Related to Shipping, Loss, Theft, or Damage

4.1 Package Protection Required

Southern Aminos provides Package Protection coverage at checkout. This protection covers:

  • Lost packages

  • Stolen packages (including porch theft or misdelivery)

  • Damage incurred during transit

4.2 Claims Through Package Protection

Customers must:

  • Submit a claim through the Southern Aminos online claims portal,

  • Provide required evidence (photos, tracking screenshots, affidavits when needed),

  • File within the required time windows:

    • Lost packages: 7–30 days after last tracking update

    • Stolen packages: 5–15 days from documented delivery

    • Damaged items: within 15 days of delivery

Approved claims may result in:

  • A no-cost reorder, or

  • A refund issued by Southern Aminos

Southern Aminos’ claim determination is final.

 

5. Refunds for Product Integrity Concerns

Since all items are research-use-only, refunds can only be considered for:

  • Incorrect labeling

  • Damaged packaging

  • Vial integrity issues

  • Verification-of-testing documentation discrepancies

Refunds cannot be issued for:

  • Reconstitution issues

  • Dosing or protocol-related complaints

  • Subjective biological outcomes (“didn’t feel anything,” “didn’t work,” etc.)

  • Research design, experimental error, or interpretation

  • Attempted use contrary to “Not for Human or Veterinary Use” requirements

All product-related refund requests require:

  • Photos or videos

  • QC investigation

  • Review of batch logs, testing records, and fulfillment images

6. Refunds for Billing or Payment Issues

Refunds may be granted for verified:

  • Duplicate charges

  • System errors

  • Unauthorized payments (requires bank verification)

Refunds cannot be issued for:

  • Customer payment mistakes after the order has shipped

  • Failure to enter discount codes prior to purchase

  • Buyer’s remorse or discretionary cancellations after fulfillment begins

If a payment dispute or chargeback is active, refunds cannot be issued. Chargeback abuse will result in account closure.

7. Order Cancellation & Refunds

7.1 Before Fulfillment

Orders may be eligible for cancellation and refund only if:

  • Fulfillment has not started

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

Once processing begins, the order cannot be stopped or refunded.

7.2 After Fulfillment

If the order has shipped:

  • Southern Aminos cannot intercept or cancel the shipment

  • Rejected deliveries and “return to sender” packages are not eligible for refunds

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

8. Refund Exclusions

Refunds will not be granted in the following cases:

  • Policy timelines were exceeded

  • Insufficient or missing evidence

  • Customer misuse, mishandling, or improper storage

  • Reconstitution issues or any human/veterinary use claims

  • Force majeure delays (weather, customs, holidays, etc.)

  • Fraudulent or abusive claims

  • Harassment or abusive behavior toward Southern Aminos staff

9. Fraudulent, Abusive, or Excessive Claims

Southern Aminos may deny refunds and restrict future purchases if customers engage in:

  • Falsified claim evidence

  • Repeated unsupported complaints

  • Chargeback abuse

  • Attempts to circumvent claim procedures

  • Misrepresentation of loss, theft, or damage

Southern Aminos reserves the right to permanently remove purchasing access for individuals who violate policy standards.

10. Refund Processing Timeline

Once a refund is approved:

  • Refunds are typically processed within 3–5 business days

  • Timelines may vary depending on bank or payment processor

  • Refunds are typically returned to the original payment method

  • Southern Aminos cannot issue refunds to alternate or new payment methods

11. Final Determination

All refund decisions are determined by the Southern Aminos Support & Quality Assurance teams after reviewing all available documentation, evidence, and internal records.

All decisions are final.

12. Policy Updates

Southern Aminos may revise this Refund Policy at any time to reflect updated regulations, operational processes, carrier rules, or quality standards.
The most recent version will always be available on our website.