Returns & refunds.
Updated 27 September 2026
When a claim is eligible
We do not offer change-of-mind returns, refunds or replacements. This does not exclude claims for damaged, incorrect or missing items, a qualifying failure under our laboratory-testing guarantee, or remedies required by applicable law.
Damaged, missing or incorrect items
For shipping damage, contact us within 24 hours of the courier marking the package as delivered. Report missing or incorrect items promptly. Include your order number, a description of the issue and clear photos of the item and packaging. We recommend an unboxing video to help establish what arrived; a video is not mandatory.
Laboratory-testing exception
Independent results from Janoshik or Freedom Diagnostics are eligible for review under our testing guarantee. A qualifying failure means a measured amount below 90% of the labelled quantity (more than 10% underfill), or reported purity below 97%. A result of exactly 90% content or exactly 97% purity does not fall below these thresholds. The voluntary guarantee does not cover endotoxin results. See the full testing policy for its scope and documentation.
Refund amount and timing
For a qualifying laboratory failure, we refund the full amount paid directly to FSD for the qualifying purchase. Laboratory fees paid separately to a third party are not included in the amount paid to FSD; ask us to confirm any additional fee coverage in writing before commissioning a test. For approved damaged, missing or incorrect-item claims, we issue the refund within 24 hours of confirming the claim. Bank or payment-provider crediting times can vary. Support will confirm the processing arrangements for a laboratory-testing claim.
Cancellations and address corrections
Contact support promptly to request cancellation or an address correction. Orders that are still pending may show a cancellation option in your account. After confirmation, cancellation or rerouting cannot be promised; support will confirm what is possible for the order.
Returns and COD advances
Contact support before sending an item back so return arrangements can be confirmed. COD orders require a 5% advance. The COD advance is non-refundable if you cancel the order or refuse delivery. Eligible refunds for damaged, missing or incorrect items and qualifying laboratory-test failures remain covered by our policies. This applies to new orders placed under these terms. A courier or store failure is not treated as customer refusal.
Your rights
These policies do not limit rights or remedies that cannot be excluded under applicable law. The reporting window and our voluntary testing guarantee do not replace those rights.