Refund & damage policy

Refund & damage policy

This is the complete policy that governs refunds, replacements and damage claims for every PrimeGen Co. order.

• All sales are final.
• We do not accept returns or provide refunds for change-of-mind purchases.
• If an order arrives damaged during shipping, the customer may be eligible for a refund or replacement.
• Contact support@primegenco.com promptly after delivery with your order number and clear photos of the damaged product and the shipping packaging.
• PrimeGen Co. reviews every damage claim before approving a refund or replacement. Approval is not automatic.

Inspect on arrival

Check every shipment on receipt: count the vials against the packing list, confirm the lot numbers match the enclosed certificates, and inspect each cake for collapse, discolouration or visible particulates. Photograph anything that looks wrong before handling it further.

Report discrepancies within 7 days of delivery. After that window we can no longer distinguish a packing error from a laboratory handling event, and claims cannot be verified.

What we replace

Where a problem originates with us or with the carrier, we replace the affected vials at no cost, or issue a full refund where a replacement lot is not available.

• Vials broken, cracked, or leaking on arrival
• Incorrect compound, incorrect strength, or incorrect quantity shipped
• Missing or mismatched certificate of analysis for a supplied lot
• Packaging failure or transit damage evidenced on arrival
• Material that fails to meet the purity or content specification stated on its certificate, confirmed by independent re-assay

What we cannot accept back

Once a vial has left our controlled storage we have no record of its thermal history, and it cannot be returned to inventory. The following are therefore non-returnable.

• Opened, pierced, or reconstituted vials
• Material stored outside the conditions printed on the label
• Custom synthesis and bulk orders prepared to specification
• Orders where the purchaser changed their mind after dispatch
• Shipments refused or destroyed by customs because of local import rules

Purity and content disputes

If an independent assay of your lot disagrees with our certificate, send us the report along with the lot number and the analysing laboratory's method. We will pull and re-test our retained sample from the same lot.

Where the retained sample confirms your finding, we replace or refund the full order and quarantine the remaining lot. Where it does not, we will share both chromatograms so the discrepancy can be examined on method grounds.

How to open a claim

Email support@primegenco.com, or send a message through the Contact page, with your order number, the affected lot numbers, a short description of the issue and clear photographs of both the damaged product and the shipping packaging. Most claims are reviewed within two business days, and approved replacements ship on the next dispatch cycle.

Every claim is reviewed before a refund or replacement is approved; submitting a claim does not guarantee approval.

Do not return material before a claim is approved. Unauthorised returns cannot be processed or credited.

Refund timing

Approved refunds are issued to the original payment method. Card refunds typically settle within 5 to 10 business days depending on the issuing bank; bank transfers are usually faster. Original shipping charges are refunded where the fault was ours.