Refund and cancellation policy

CertaSafe sells testing, not an outcome. Once an instrument has run your sample, the service has been delivered whatever the numbers say.

This policy applies to testing services ordered through this site. It forms part of the terms of service.

CertaSafe does not sell, supply, or distribute peptides or any other substance, so there is nothing to return. This policy is about cancelling work and refunding payment, not about returning goods. Samples you send are never returned.

This is the line that decides whether an order is refundable, so it is defined precisely.

Testing has begun when any of the following has happened to your sample:

• It has been accepted at intake and released to the laboratory queue.
• It has been prepared, aliquoted, diluted, weighed, or otherwise altered for analysis.
• It has been placed on an instrument.

Testing has not begun merely because you paid, because a carrier collected the package, or because the package was delivered to the building. Receipt is not acceptance. Acceptance happens at intake, when the sample is checked against the order and found suitable.

You can see which state your order is in from the portal at any time.

Before the sample is accepted at intake. Cancel from the portal, or contact support@certasafelabs.com. You receive a full refund of what you paid for the testing. Nothing is deducted for shipping: you arrange and pay for the shipment yourself, and CertaSafe never charges you for it.

After testing has begun. The order cannot be cancelled and no refund is available. CertaSafe will still complete the work and release the COA, because you have paid for it.

Partial orders. An order can contain several samples and several tests per sample. Cancellation is assessed per test, not per order. Tests that have begun are not refundable; tests on the same order that have not begun are.

Before intake acceptance, you can add tests, remove tests, or correct sample details from the portal. Removing a test before it begins refunds that test. Adding a test charges for it.

After intake acceptance, changes are handled as a new order. Contact support@certasafelabs.com.

A sample can be rejected at intake if there is not enough material, if it is damaged or degraded, if it is unlabeled or mislabeled, if it does not match the order, or if it cannot be handled safely.

Any damaged product arriving is unusable and is rejected. The examples the laboratory gives: a damaged vial, a missing label, a warm arrival, and an insufficient amount. When a sample is rejected, the customer is contacted and a resampling is requested.

If your sample is rejected, CertaSafe contacts you and you choose:

• Resubmit. The order is held open and you send a replacement sample. No further charge for the testing.
• Cancel. Full refund of the affected tests.

CertaSafe does not run a test on an unsuitable sample and charge for the result.

A result you did not want. This is the important one. If purity comes back low, if mass confirmation does not match the label, or if a sterility or endotoxin screen fails, the test worked. You paid for an answer and you received one. An unfavorable result is not a defect in the service and is not refundable.

Where a result meets one of CertaSafe's review conditions, it is discussed with you before the COA is released, so an unexpected number is explained rather than delivered cold. That conversation is not an opportunity to change the result or to cancel the charge.

A sample you described incorrectly. If the material you sent was not what your order said it was, the COA is still a correct COA on what arrived. Retesting is a new order.

Delay alone. Turnaround times are estimates. A test that takes longer than estimated is not refundable on that basis. If a delay is material, contact CertaSafe and it will be looked at individually.

Samples are retained for 45 days after testing and are then disposed of. Samples are not returned. If you need material back, do not send it. That holds under any circumstances, including a cancelled or refunded order.

If CertaSafe makes an error in performing a test, in handling your sample, or in the COA, you choose one of:

• The test is repeated at no charge, on a replacement sample if one is needed.
• The affected test is refunded in full.

This applies whether or not testing has begun, and it is not limited by the cancellation section above. Contact support@certasafelabs.com.

Duplicate charges, charges for an order that was never placed, and charges in the wrong amount are refunded in full on request. Contact support@certasafelabs.com.

Refunds go back to the original payment method. CertaSafe cannot refund to a different card or account.

CertaSafe issues an approved refund within 5 business days. How long it then takes to appear on your statement is set by your card issuer or bank, and is typically several business days beyond that.

If something looks wrong on your statement, contact CertaSafe first at support@certasafelabs.com.

A chargeback takes weeks, and while one is open CertaSafe may suspend the account and hold COAs on it, which helps nobody. If CertaSafe is wrong, it will refund you directly and faster than a dispute would.

Cancellations, refunds, and billing. support@certasafelabs.com, telephone 707-731-9296, 8 to 5 daily.