Refund & Returns Policy
Last updated: July 2026
Because we ship temperature-sensitive research materials whose purity and chain-of-custody cannot be verified once they leave our control, most sales are final. This policy explains the limited circumstances in which a refund or replacement applies and how to request one.
1. All Sales Final
Due to the sensitive nature of research materials and to preserve product integrity, all sales are final except in the limited cases described below.
2. Damaged, Defective, or Mis-Shipped Orders
If your order arrives damaged, with a broken seal, or does not match what you ordered, contact us within 72 hours (3 days) of delivery with your order number and clear photos. Verified claims are eligible for a replacement or refund at no additional cost.
3. Cold-Chain Failures
If packaging fails to maintain the cold chain on arrival (for example, fully compromised material), let us know within 72 hours of delivery with photos. Verified cold-chain failures are eligible for replacement or refund.
4. Non-Returnable Items
For safety and integrity reasons, products that have been opened, used, reconstituted, or improperly stored cannot be returned unless they were defective, damaged in transit, or mis-shipped.
5. How to Report an Order Issue
Email hello@gogenixlabs.com with your order number and, where relevant, photos of the issue. Our team responds within one business day and will guide you through the next steps.
6. Refunds & Replacements
Approved refunds are issued to the original payment method. Replacements are dispatched cold-packed once the claim is verified. Refund processing times depend on your payment provider.
7. Order Cancellations
Orders can be cancelled for a full refund at any time before they are dispatched. Once an order has shipped, the terms above apply.
8. Questions
For any question about a refund or return, see our Contact page for support details and response times.