Refund Policy
⚠ Due to the nature of research-grade compounds, all sales are final by default. Refunds and replacements are issued only in specific verified circumstances outlined below. Please read this policy in full before purchasing.
01 — All Sales Final
All purchases made on optimalgenesis.co are considered final at the time of checkout. Because our products are research-grade biochemical compounds with strict storage and handling requirements, we cannot accept returns under any circumstances. Once a product leaves our facility, we have no way to verify that temperature, storage, or handling standards have been maintained.
By completing your purchase, you acknowledge and agree that you have reviewed the product specifications, Certificates of Analysis, and all relevant information prior to ordering.
02 — Eligible Situations for Remedy
While we do not accept returns, we will review claims and offer a remedy (replacement or store credit) in the following verified situations only:
| Situation | Eligible? | Remedy |
|---|---|---|
| Wrong item shipped (our error) | ✓ Yes | Replacement shipped at no cost |
| Item arrived visibly damaged | ✓ Yes | Replacement or store credit |
| Order lost in transit (confirmed by carrier) | ✓ Yes | Replacement or store credit |
| Significant purity deviation from CoA | ◐ Case by case | Store credit pending review |
| Change of mind / no longer needed | ✗ No | Not eligible |
| Ordered wrong product | ✗ No | Not eligible |
| Customs seizure or import issue | ✗ No | Not eligible — buyer’s responsibility |
| Improper storage after delivery | ✗ No | Not eligible |
03 — How to Submit a Claim
If you believe your order qualifies for a remedy under Section 02, you must contact us within 7 calendar days of the delivery date as confirmed by the carrier’s tracking system. Claims submitted after this window will not be reviewed.
To submit a claim, email hello@optimalgenesis.co with the subject line CLAIM — [Your Order Number] and include:
- Your full name and order number
- A clear description of the issue
- Photographic evidence of the damage, wrong item, or defect
- Your tracking number and delivery confirmation
Incomplete claims will not be processed. We reserve the right to request additional documentation.
04 — Review & Resolution Timeline
Once a complete claim is received, we will review and respond within 5 business days. If approved, replacements will be shipped within 3–5 business days of approval. Store credit will be applied to your account immediately upon approval.
All decisions made by Optimal Genesis LLC regarding claims are final.
05 — Store Credit
Store credit issued by Optimal Genesis LLC has no expiry date, is non-transferable, holds no cash value, and may only be applied toward future purchases on optimalgenesis.co. Store credit cannot be combined with promotional discounts unless explicitly stated.
06 — Cancellations
Orders may be cancelled only if they have not yet been fulfilled or shipped. To request a cancellation, contact us immediately at hello@optimalgenesis.co with your order number. Once an order has entered fulfillment, it cannot be cancelled. If a cancellation is approved prior to shipment, a full refund will be issued to the original payment method within 5–10 business days.
07 — Chargebacks & Disputes
We take fraudulent chargebacks seriously. If you initiate a chargeback without first contacting us and giving us a reasonable opportunity to resolve the issue, we reserve the right to dispute the chargeback, provide transaction evidence to the payment processor, and permanently ban the associated account and shipping address from future purchases.
If you have a legitimate concern, please contact us first — we are committed to resolving genuine issues fairly and promptly.
08 — Compliance Note
Optimal Genesis LLC sells research compounds for in vitro use only. We are not responsible for any outcomes resulting from improper use, handling, or storage of products after delivery. Refund eligibility is strictly limited to the scenarios outlined in Section 02 and does not extend to any claim related to the use or misuse of compounds for any purpose other than legitimate laboratory research.
09 — Contact
For refund or claim inquiries, contact us at:
Optimal Genesis LLC
30 N Gould St Ste N, Sheridan, WY 82801
hello@optimalgenesis.co