Refund Policy - Artemis Labs

Last updated August 22, 2026

The short version

We stand behind the specification. If the material we send you is not what the label says it is, is the wrong item, or arrives damaged — we make it right, with a replacement or a refund.

We do not stand behind research results, and we could not honestly claim to. Whether an experiment produces what you hoped depends on your design, your model, your handling and your technique. None of that is ours to control, and no vendor who tells you otherwise is being straight with you. This is a specification commitment. It is not a promise about outcomes.

That distinction is the whole policy. Everything below is the mechanics.

What is covered

1. Wrong item

You received a different compound, a different size, or a different quantity than your order says.

2. Damaged in transit

A vial arrived broken, cracked, unsealed, or with visible contamination of the container. This includes a parcel that arrives visibly crushed or opened.

3. Does not match its label

Independent analysis shows the material is not the compound named on the label, or shows a genuine quality problem with the material itself. This is the commitment we take most seriously. If you can show it, we cover it.

4. Never arrived

Tracking shows the parcel was lost in the postal system, or shows delivered when it was not. Handled under the Shipping Policy, and the outcome is the same: a replacement or a refund.

When to tell us

Report a wrong, damaged or missing item within 7 days of the tracked delivery date. Sooner is better, because the carrier’s own claim windows are shorter than most people expect and a damaged-parcel claim needs the packaging intact.

A non-conformance claim under item 3 takes longer to substantiate, and we allow longer for it: 30 days from delivery. Tell us as soon as you suspect a problem, even before you have the analysis back, so we can raise it with the manufacturer at our end while you work.

What we need from you

Email connect@artemispeptides.com with:

Your order number and the lot number on the vial
What is wrong, in a sentence or two
Photographs — for damage, we need the outer parcel including the shipping label, the packing material, and the vial itself. For a wrong item, a photo of the vial label next to the packing slip.
Keep the packaging until the claim is settled. For carrier damage claims the Postal Service can ask to inspect it, and a discarded box can end a valid claim.
For a non-conformance claim, the analytical report — the method used, the lab that ran it, the date, and the result. We will read it properly and take it up with the manufacturer.

If a lot turns out to be out of specification, that is a bigger problem than a single order, and we will contact the other buyers who received material from that lot.

What we do about it

You choose, wherever we can offer both:

A replacement from the same lot or a later one, shipped at our cost, or
A refund of the amount you paid for the affected item, including the shipping you paid if the whole order is affected.

You do not normally need to send anything back. Returning research material through the post creates its own problems, and for most claims the photographs and the analysis are what matter. If a return is needed we will say so, arrange it, and pay for it. Do not ship anything back to us before we have agreed it.

How refunds are issued

Because payment reaches us through Venmo or Cash App rather than a card processor, a refund is a payment we send back, not a reversal we trigger. It goes to the same account that paid, on the same service — refunds are returned to the same Venmo or Cash App account used to pay.

We issue the refund within 3–5 business days of agreeing the claim.

Please give us the account or handle the payment came from. On a manual rail there is no stored payment method to reverse, so we have to send it somewhere, and we will only send it to the payer.

Orders you have not paid for

An unpaid order needs no refund. We hold it, email a reminder after two days, and automatically cancel it after four days, returning the items to stock. You are never charged and never owe anything.

Cancelling before it ships

Email us. If the label has not been bought, we cancel the order and refund the full amount. Once a label is bought and the parcel is with the Postal Service, we cannot recall it, and the claim is handled under the sections above.

What is not covered

Any research result, or the absence of one. We make no promise about what a compound will do in any model, assay or experiment, and a result you did not expect is not a product defect.
Change of mind after shipping. Once a parcel is in the postal system we cannot take material back into saleable stock, because we can no longer vouch for how it was stored.
Material that degraded after delivery through storage outside the conditions given on the product page.
Material that has been opened, dissolved, diluted, aliquoted, decanted or otherwise altered — except where the claim is that the material itself was out of specification, which by its nature requires opening the vial. Analysis-based claims under item 3 are not excluded by this.
Delivery to an address you entered incorrectly. See the Shipping Policy.
Any use in a human or an animal. Every sale is made on the research-use conditions in our Terms. Material used that way is outside this policy entirely, and outside the agreement.
Third-party purchases. We can only help with orders placed with us directly. If you bought from a reseller, go to the reseller.

If you disagree with our decision

Say so, and tell us why. If your analysis and ours disagree, we would rather pay for a third lab to settle it than argue. That has been the cheaper answer every time it has come up, and a lot that is genuinely out of specification is something we need to know about more than you do.