Refund policy
Shipping problems
Carrier-confirmed loss or non-delivery, physical damage in transit, an incorrect item, or a physical fault present on delivery is handled under our Shipping & returns policy. For a covered affected item, the customer chooses either one no-cost replacement or a refund to the original payment method.
Money-Back Purity Guarantee
Money-Back Purity Guarantee — if eligible independent testing reports below 99.0% purity for an individual product or below 98.0% for a blend, Tuned refunds the affected product to the original payment method.
The guarantee applies only to chromatographic purity for an eligible SKU, strength, and lot with a correctly matched published report that meets the applicable threshold. An individual product passes at exactly 99.0% or above. A blend passes at exactly 98.0% or above under a pre-approved blend-appropriate method that verifies the expected identities. BAC Water and products without an applicable chromatographic-purity specification are not eligible.
This is not a guarantee of net content, sterility, endotoxin, efficacy, research outcome, tolerability, or condition after opening.
Before submitting a sample
- Contact Tuned within 30 calendar days of delivery.
- Provide the order number, exact SKU/product, strength, vial lot, photographs of the unopened vial, seal, and label, storage confirmation, and the proposed independent U.S. laboratory.
- Tuned will approve or reasonably reject the laboratory and proposed method in writing within 3 business days. Approval will not be withheld solely because the laboratory is not Horizon Analytical.
- Do not submit a sample before written approval if you expect reimbursement.
Eligible sample and timing
The sample must be the originally sealed, unopened, correctly stored vial matching the purchased SKU, strength, and lot. Send it to the approved laboratory using tracked shipping within 10 calendar days of approval. The signed report must reach Tuned within 45 calendar days of approval.
The report must identify the exact sample and lot and include the test date, a documented product-appropriate HPLC or UPLC purity method, chromatogram or equivalent raw analytical output, a numeric purity result, laboratory identity and verification details, and mass-spectrometry identity confirmation. A blend report must verify the expected identities and use a method the laboratory and Tuned pre-approved as appropriate for that mixture.
Refund and testing reimbursement
An authentic result below 99.0% for an eligible individual product or below 98.0% for an eligible blend controls the customer remedy. Tuned refunds the amount paid, including applicable tax, for the tested vial and any unopened vials of the same SKU, strength, and lot from that order that the customer returns using Tuned's prepaid return method. Unrelated items are not refunded.
After a qualifying failure, Tuned also reimburses documented, pre-approved laboratory fees and required tracked sample shipping up to $300 total per order/SKU/lot. If the result meets or exceeds the applicable threshold, Tuned owes no laboratory-fee or sample-shipping reimbursement.
Approved product refunds and test-cost reimbursements are completed within 10 business days after the report is authenticated and any required same-lot returns are received or waived. Reimbursement is limited to one independent test per order/SKU/lot without limiting non-waivable legal rights.
Tuned may separately test a retained or same-lot sample for internal quality control, but that later test cannot delay, reverse, or condition the customer's refund.
Other returns
Because research materials cannot be verified, restocked, or resold once they leave our facility, all sales are final after dispatch except for the qualifying shipping-protection and Money-Back Purity Guarantee cases above.
Cancellations
You may request cancellation before an order is dispatched by emailing support@tunedresearch.com. Once an order has been dispatched it cannot be cancelled.
Chargebacks
If you have a concern with an order, please contact us first — most issues are resolved quickly. Filing a chargeback without first contacting us, or on an order that qualifies as final, may result in suspension of future ordering. See our Legal & Compliance page for related policies.