Ambros Labs Ltd. – Return & Refund Policy

Effective Date: September 15, 2025

Last Updated: September 15, 2025

At Ambros Labs, we’re committed to providing the highest quality research materials and levels of customer service. Due to the sensitive nature of research peptides and regulatory requirements though, we’ve established the following return and refund policy to ensure product integrity and safety for all our researchers.

  1. General Policy

All peptide sales are final. Once shipped, we cannot accept returns of research peptides for safety, quality control, and regulatory compliance reasons. As is required of all legitimate research chemical suppliers by regulatory authorities, we must maintain strict chain of custody protocols.

  1. Exceptions and Eligible Situations

General Issues or Order Errors:

  • Stuff happens; rare cases that the wrong product shipped or an incorrect quantity
  • Please contact us and we’ll work with you to resolve any issues immediately
  • Must be reported within 48 hours of delivery

Damaged or Tampered Shipments:

If your order arrives damaged, defective, or appears tampered with, you must notify us within 48 hours of delivery by providing:

  • Your order number
  • Photographic evidence of the damage, including packaging
  • A description of the issue

Quality Issues:

  • Certificate of Analysis shows non-conformance
  • Visible contamination or degradation upon arrival
  • Photographic evidence required within 48 hours of delivery
  • Original vial seals must be intact for claims

  1. How to Request an Exception

  1. Contact us immediately at [email protected]
  2. Include your order number and detailed description of the issue
  3. Provide photographs if necessary
  4. Do not dispose of products until claim is resolved

  1. What We’ll Do

Once reported, we will:

  • Conduct an internal review
  • File a claim with the shipping carrier, if applicable

For approved claims:

  • Work with you to issue either a replacement shipment or a refund, depending on product availability and carrier resolution
  • Replacement: Ship new product at no charge (our preferred resolution)
  • Store Credit: Issue credit for future purchases

Timeline:

  • Claims reviewed within 48 hours, resolution within 5-7 business days

  1. Important Considerations

Chain of Custody:

Once products leave our facility and are successfully delivered, we cannot guarantee they’ve been stored according to specifications and or regulatory compliance. Accepting returns would compromise our quality assurance and potentially affect other researchers.

Regulatory Compliance:

Research chemicals are subject to strict handling protocols. Returns could violate transportation and storage regulations, potentially affecting our ability to serve the research community responsibly.

Your Responsibilities:

  • Inspect packages immediately upon delivery
  • Store products according to standard research protocols for the specific products purchased
  • Maintain proper documentation for your research
  • Ensure delivery address has appropriate receiving protocols

We cannot issue refunds or replacements in the following cases:

  • Failure to notify us within the required timeframe
  • Products reported as damaged but without sufficient proof (photos, order number, packaging evidence)
  • Misuse, mishandling, or unauthorized storage of products after delivery
  • Customer refusal of delivery for reasons unrelated to damage or tampering

  1. Cancellations

Orders may be cancelled only if:

  • Cancellation requested before shipment
  • Products have not been packaged for shipping
  • No custom preparations have begun

Once tracking information is provided, orders cannot be cancelled.

  1. Shipping Insurance

We recommend selecting shipping insurance at checkout for high-value orders. Insurance claims for lost or damaged packages must be filed according to carrier procedures and not with Ambros Labs Ltd..

  1. Canadian Shipping Considerations

Ambros Labs does not dropship and ships exclusively from our own inventory. As such, all shipments within Canada are considered domestic and are not subject to import clearance or customs-related delays.

Delivery times are estimates only and may be affected by:

  • Carrier capacity and regional service levels
  • Remote delivery locations
  • Weather conditions or natural disruptions
  • Operational delays outside our control

Ambros Labs works directly with shipping carriers to resolve delivery issues and will make every reasonable effort to notify customers of any major disruptions, reroute packages where possible, or switch carriers if necessary to ensure reliable delivery.

  1. United States Shipping Considerations

Ambros Labs ships to the United States with full commercial documentation and in accordance with Canadian export law and U.S. import classifications for RUO materials. We do not ship any products restricted under U.S. Import Alert 66-41, which includes all GLP‑1 analogs, as clearly indicated on the relevant product pages.

Delivery times are estimates only and may be affected by:

  • Customs inspections, detentions, or documentation requests
  • Regulatory-related import enforcement or alerts
  • Regional service disruptions or carrier delays

Ambros Labs makes every effort to review and adhere to current U.S. Import Alerts to ensure the products we ship can be imported into the U.S. Real-time updates impacting researcher shipments will be promptly communicated and actioned to avoid unnecessary issues. Additionally, our handling of export and customs documentation exceeds standard practices for RUO products. Nonetheless, certain compounds can still be subject to discretionary enforcement by U.S. authorities.

In such rare cases, we will respond promptly to any documentation or compliance requests to help ensure your order clears and reaches you as quickly as possible.

While we expect issues to be rare, Ambros Labs is not responsible for packages that are delayed, held, or seized by U.S. authorities.

It is the customer’s responsibility to:

  • Ensure compliance with local and state regulations
  • Confirm that the compounds they intend to order are not subject to active Import Alerts or restrictions
  • To manage any disputes or claims directly with the shipping carrier

We strongly recommend that U.S. researchers:

  • Select shipping insurance at checkout for added protection in the event of loss, damage, or seizure

  1. Zero Risk Protocol™

Ambros Labs guarantees that all peptides meet a stated purity of 99% or higher. If third-party testing confirms that a product does not meet this threshold, Ambros Labs will issue a full refund or replacement (subject to availability) and may reimburse up to $300 CAD in documented third-party testing costs.

A Certificate of Analysis (COA) from an independent HPLC analysis is required, performed at either:

  • A pre-approved laboratory from our list below, or
  • An alternate ISO/IEC 17025-accredited laboratory, as agreed to in writing between Ambros Labs and the research customer prior to testing.

To be eligible:

  • Testing must be performed on the original, unopened, lyophilized product as delivered
  • Testing must be conducted within 30 days of delivery
  • Researchers must submit complete testing documentation and invoices from the approved laboratory
  • The COA must clearly indicate a lot number that matches a corresponding lot number from the customer’s original order, and the name and/or email listed as the client on the lab report must match that same order

Submissions lacking a matching lot number and/or verifiable customer identity will not be eligible.

Pre-approved laboratories (alphabetical order):

  • BioRegen
  • Chromate
  • MZBioLabs
  • TrustePointe
  • Vanguard

  1. TrustLoop™ Partnership (Voluntary Testing Credit Program)

Ambros Labs is committed to supporting research integrity and offers store credit to researchers who submit verified third-party testing results.

A Certificate of Analysis (COA) from an independent HPLC analysis is required, performed at either:

  • A pre-approved laboratory from our list below; or
  • An alternate ISO/IEC 17025-accredited laboratory, as agreed to in writing between Ambros Labs and the research customer prior to testing.

To be eligible:

  • Testing must be performed on the original, unopened, lyophilized product as delivered.
  • Testing must be conducted within 30 days of delivery.
  • Researchers must submit complete testing documentation and invoices from the approved laboratory.
  • The COA must clearly indicate a lot number that matches the customer’s original order. The name and/or email on the lab report must also match that order.
  • Submissions lacking a matching lot number and/or verifiable customer identity will not be eligible.

Only one credit will be issued per product batch, per customer.

Credit value is determined at Ambros Labs’ sole discretion and may be issued in an amount up to 30% of the original purchase price of the tested product, not to exceed $300 CAD.

Store credit is non-transferable, non-refundable, and may only be applied to future purchases. Ambros Labs reserves the right to deny or revoke credit in cases of incomplete, unverifiable, or non-compliant submissions.

Pre-approved laboratories (alphabetical order):

  • BioRegen
  • Chromate
  • MZBioLabs
  • TrustePointe
  • Vanguard

  1. Questions?

We understand this policy may seem strict, but it is designed to protect both our researchers, and our commitment to providing research-grade materials. We appreciate your understanding and cooperation in maintaining the highest standards for research chemical distribution.

If you have concerns about an order, please contact us immediately – we’re here to help you find a solution.

Contact Us:
Email: [email protected]
Please mark “Refund Request” or “Order Issue” in subject line for priority handling

8. Changes to This Policy

We may update this policy to reflect changes to our practices or legal requirements. The latest version is always available on our website. Material updates may be communicated by email.