Refund Policy
Last updated July 5, 2026
Because the materials we ship are sensitive research reagents, all sales are generally final once the product has left our facility. The exceptions below describe when we will replace or refund an order.
1. Eligible for Replacement or Refund
- Damaged in transit — vial broken, seal compromised, or lyophilized cake dislodged.
- Lost shipments — tracking has not moved for 10+ business days (domestic).
- Incorrect item shipped — you received a different product than what was ordered.
- Failed COA — third-party analysis of the same lot shows purity below the labeled specification.
2. Not Eligible
- Change of mind or ordering the wrong product.
- Products that have been opened, reconstituted, or transferred.
- Delays caused by carriers, weather, or incorrect shipping addresses.
- Manual-payment orders that have not been sent or matched — these are simply cancelled rather than refunded.
3. How to Request a Refund or Replacement
- Email support@athenalabs.com within 7 days of delivery.
- Include your order code, the product affected, and clear photos of the item and packaging.
- Our team responds within 1 business day with next steps.
4. Refund Method
- Card orders are refunded to the original card within 5–10 business days.
- Manual-payment orders (Zelle, Venmo, Cash App) are refunded through the same channel. You must confirm the receiving handle in writing before we send funds.
- Shipping charges are refunded only when the fault is ours (damaged, incorrect, or lost item).
5. Shipping Protection
The optional $2.99 Shipping Protection at checkout covers one free reshipment for packages confirmed lost or damaged in transit by the carrier. Without Shipping Protection, loss and damage claims are subject to carrier resolution.
6. Order Cancellations
You may cancel an order at no charge any time before it enters "Shipped" status. Contact us as soon as possible — once the label is generated, cancellation is at our discretion.
7. Chargebacks
We take chargebacks seriously. Filing a fraudulent chargeback while retaining a product may result in a permanent account ban and referral to collections. Please contact us first — we resolve legitimate issues quickly.