This policy covers cancellations, refunds and payment disputes for orders placed on wholesomelabs.co. It works alongside the Shipping Policy, which covers dispatch, delivery and lost-parcel tracing. For anything not answered here, write to hello@wholesomelabs.co.
Canceling an order
An order can be cancelled for a full refund at any point before it is dispatched. Orders are prepared for dispatch on business days with a 2:00 pm MST cut-off, so the window can be short — email hello@wholesomelabs.co with your order number and the word “cancel” in the subject as soon as possible, and we will confirm whether your message reached us in time. Once an order has been dispatched it can no longer be cancelled; from that point the sections below apply.
Returns
We do not accept returns of shipped products. Research materials are sensitive to storage and handling, and once a vial has left our control its condition can no longer be verified. A returned vial can never be restocked or resold — and that same rule is why you can trust that every vial we ship has passed through only our documented chain of custody. If something is wrong with what arrived, the sections below set out exactly what we will do.
Damaged or incorrect items
Tell us within 7 days of delivery: email hello@wholesomelabs.co with your order number and photographs of the item and its packaging. This covers materials damaged in transit, an item that does not match what you ordered, and a vial that does not match its published certificate of analysis. Where the report is confirmed we will ship a replacement from the same or a newer tested lot; where a replacement is not available, we will refund the item in full. We will not ask you to ship the material back — where disposal is appropriate we will say so.
Refunds
Approved refunds are issued to the original payment method within 5 to 10 business days of approval. Card refunds return to the card used (the credit may appear under the same ANTONE descriptor as the purchase); bank payments return to the originating account; Venmo payments return to the sending Venmo account; cryptocurrency payments are refunded at the U.S. dollar value of the original purchase, so movements in exchange rates do not change what you receive back. A parcel confirmed lost after the carrier trace described in the Shipping Policy is remedied with your choice of a replacement or a full refund.
Chargebacks and payment disputes
Card purchases appear on your statement under the descriptor ANTONE. If you see a charge you do not recognize, or there is any problem with your order, please write to hello@wholesomelabs.co before opening a dispute with your bank — a person reads every message, and we resolve almost every issue faster than the dispute process does. We keep complete records for every order, including the order itself, the research-use acknowledgments made at checkout, and dispatch and delivery confirmation, and we contest disputes filed against valid transactions with those records.
Statutory rights
Nothing in this policy limits any right you hold under applicable law that cannot be limited by agreement. Where a statutory right applies, it applies alongside this policy.
How to start a request
Email hello@wholesomelabs.co with your order number and a short description of the issue — with photographs where relevant. We respond within one business day. For cancellations, put “cancel” in the subject line; speed matters there more than detail.
