Refund & Replacement Policy

TSMS Labs is committed to accurately fulfilling orders and maintaining the integrity of the research materials we distribute.

Due to the nature, storage requirements, chain-of-custody considerations, and integrity requirements associated with Research Use Only products, all sales are final except as expressly provided in this policy.

Products purchased from TSMS Labs are intended strictly for laboratory research purposes only and are not for human consumption or therapeutic use.

1. All Sales Are Generally Final

Except for qualifying circumstances described below, TSMS Labs does not accept returns, exchanges, or refunds after an order has been fulfilled.

Refunds or exchanges will not ordinarily be provided for:

• Change of mind or buyer’s remorse.
• Ordering the wrong product, quantity, or concentration.
• No longer needing or wanting a product.
• Failure to review the product description before purchasing.
• Customer handling, storage, or transportation after delivery.
• Products that have been opened, altered, reconstituted, used, transferred to another container, tampered with, or otherwise modified after delivery.
• Products stored under conditions inconsistent with storage information provided by TSMS Labs.
• Refused or unclaimed shipments, except where required by applicable law.
• Incorrect or incomplete shipping information supplied by the customer.

This policy does not limit any rights or remedies that cannot legally be waived under applicable law.

2. Eligible Refunds or Replacements

TSMS Labs may provide a replacement, refund, store credit, or other appropriate resolution when an investigation confirms one of the following:

Incorrect Item

The product delivered does not match the product listed on the customer’s order.

Incorrect Quantity

The number of products received differs from the quantity purchased.

Missing Item

One or more products included in the order were not contained in the shipment.

Damaged in Transit

A product arrives physically damaged, broken, leaking, or otherwise materially compromised as a result of shipping.

Verified Product or Labeling Issue

A product is confirmed by TSMS Labs to have a material labeling, packaging, lot-identification, or other product-quality issue attributable to TSMS Labs.

Lost Shipment

A shipment is determined to have been lost in transit following review of the carrier’s tracking information and, where appropriate, completion of a carrier investigation.

The appropriate remedy may be a replacement, partial refund, full refund, store credit, or another reasonable resolution depending upon the circumstances.

3. Reporting an Order Problem

Customers should inspect their shipment promptly after delivery.

Claims involving damaged, incorrect, missing, or otherwise compromised products should be submitted to TSMS Labs within 72 hours of recorded delivery whenever reasonably possible.

The customer should provide:

• Full name.
• Order number.
• Description of the issue.
• Product name.
• Lot number, when applicable.
• Photographs of the affected product.
• Photographs of the vial, container, label, or packaging where relevant.
• Photographs of the exterior shipping package when shipping damage is alleged.
• Any other information reasonably requested by TSMS Labs to investigate the claim.

Failure to provide sufficient documentation may prevent TSMS Labs from verifying a claim.

4. Damaged Shipments

If an order arrives damaged, customers should retain the product, its original packaging, shipping container, and shipping label until TSMS Labs has completed its review.

Customers should not discard damaged merchandise or packaging before the claim has been evaluated.

TSMS Labs may request additional photographs or information necessary to document a carrier claim.

A customer will generally not be required to return visibly damaged or compromised research material unless TSMS Labs specifically provides return instructions.

5. Product-Quality Concerns

If a customer believes that a product has a quality, packaging, labeling, or Certificate of Analysis-related issue, the customer should contact TSMS Labs before opening, altering, reconstituting, transferring, or otherwise modifying the product whenever possible.

Quality claims should include the applicable:

• Product name.
• Lot number.
• Order number.
• Photographs.
• Detailed description of the concern.

TSMS Labs may review:

• Lot records.
• Certificate of Analysis documentation.
• Packaging records.
• Product photographs.
• Shipping records.
• Storage and handling information.
• Other relevant quality-control documentation.

Submission of a complaint does not automatically establish that a product is defective.

If TSMS Labs determines that a qualifying product issue occurred, TSMS Labs will provide an appropriate resolution.

6. Opened, Altered, or Reconstituted Products

Except where required by law or where TSMS Labs determines that a verified issue existed before customer handling, products that have been:

• Opened.
• Reconstituted.
• Mixed.
• Diluted.
• Transferred.
• Altered.
• Used.
• Improperly stored.
• Otherwise manipulated.

are not eligible for return, exchange, refund, or replacement.

7. Returns and Restocking

For product-integrity and chain-of-custody reasons, merchandise returned to TSMS Labs will not be placed back into sellable inventory or resold as new merchandise.

Customers should not return any product without first receiving instructions from TSMS Labs.

Unauthorized returns may not be accepted or processed.

8. Lost, Delayed, or Stolen Packages

Lost in Transit

If tracking information indicates that a package has been lost or substantially delayed, TSMS Labs may initiate an investigation with the applicable shipping carrier.

Where a package is confirmed lost, TSMS Labs may issue a replacement or refund as appropriate.

Marked Delivered

A carrier’s tracking status showing a package as delivered does not automatically establish that the shipment was lost in transit.

Customers should first:

1. Check the delivery location and surrounding property.
2. Confirm the shipping address used for the order.
3. Check with household members, employees, reception areas, mailrooms, or neighbors where appropriate.
4. Contact the shipping carrier when appropriate.

TSMS Labs will review reported delivery problems on a case-by-case basis.

Replacement or refund of merchandise reported stolen after confirmed delivery is not guaranteed.

9. Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address before submitting an order.

TSMS Labs is not responsible for delivery failure resulting from an incorrect, incomplete, or outdated address supplied by the customer.

If an order is returned to TSMS Labs because of an address supplied incorrectly by the customer, TSMS Labs may offer reshipment. Additional shipping charges may apply.

If TSMS Labs caused the addressing error, TSMS Labs will correct the shipment at no additional cost to the customer.

10. Returned, Refused, and Unclaimed Shipments

Packages that are refused, abandoned, or left unclaimed by the customer are not automatically eligible for a refund.

If a shipment is returned to TSMS Labs, the circumstances will be reviewed individually.

Where a refund is approved, actual shipping or carrier-related charges may be deducted where permitted by applicable law and where those expenses resulted from circumstances attributable to the customer.

11. Order Cancellations

Customers may request cancellation of an order before fulfillment or shipment processing has begun.

Cancellation requests are not guaranteed.

Once an order has entered fulfillment, been packaged for shipment, or been transferred to the shipping carrier, the order may no longer be eligible for cancellation.

If TSMS Labs is unable to ship an order within the applicable promised or legally required timeframe, TSMS Labs will handle the order in accordance with applicable law.

12. Promotional and Discounted Orders

Orders purchased using:

• Coupon codes.
• Promotional discounts.
• Loyalty incentives.
• Bundle pricing.
• Other special offers.

remain subject to this Refund & Replacement Policy.

A promotional purchase does not eliminate eligibility for a qualifying replacement or refund resulting from a verified TSMS Labs fulfillment or product issue.

13. Refund Method

Approved monetary refunds will generally be returned using the original payment method when technically and legally available.

Processing times may vary depending upon the payment method, financial institution, blockchain or payment network, and other circumstances outside TSMS Labs’ control.

Where refunding through the original payment method is not technically possible, TSMS Labs may contact the customer regarding an appropriate alternative.

14. Cryptocurrency Refunds

Because blockchain transactions are generally irreversible once confirmed, cryptocurrency payments cannot be reversed in the same manner as conventional card transactions.

If TSMS Labs approves a monetary refund for an order originally paid using cryptocurrency, the refund amount will be based on the original U.S. dollar value of the approved refund, not the original quantity of cryptocurrency transmitted by the customer.

For example, if a customer purchases an order valued at $150 and pays the cryptocurrency equivalent of $150 at checkout, a full approved refund will be based on $150, regardless of whether the cryptocurrency subsequently increases or decreases in market value.

The amount of cryptocurrency returned will be calculated using the applicable cryptocurrency-to-U.S.-dollar exchange rate at or near the time the refund is processed.

TSMS Labs may require the customer to provide:

• A compatible refund wallet address.
• Transaction information.
• Order information.
• Reasonable verification necessary to confirm the original transaction.

Customers are responsible for providing an accurate and compatible wallet address.

Cryptocurrency transmitted to an incorrect wallet address supplied by the customer may be unrecoverable, and TSMS Labs is not responsible for losses resulting from incorrect wallet information provided by the customer.

Any applicable blockchain network or transaction fees may be handled in accordance with the terms disclosed by TSMS Labs and applicable law.

15. Zelle and Other Direct Payments

Where a qualifying refund is approved for an order paid through Zelle or another direct-payment method, TSMS Labs may return the approved amount through the original payment channel when available or another mutually appropriate payment method.

Customers may be required to provide information reasonably necessary to verify the original transaction before a refund is processed.

A customer’s use of Zelle or another direct-payment method does not change the eligibility requirements contained in this Refund & Replacement Policy.

16. Chargebacks and Payment Disputes

Customers are encouraged to contact TSMS Labs regarding an order problem before initiating a chargeback or payment dispute so that TSMS Labs has an opportunity to investigate and resolve the issue.

Nothing in this section limits any dispute, chargeback, or other payment-related right that a customer may possess under applicable law or the rules governing the customer’s payment method.

TSMS Labs reserves the right to provide relevant documentation when responding to a payment dispute, including:

• Order records.
• Tracking information.
• Delivery confirmation.
• Customer communications.
• Transaction records.
• Product information.
• Applicable policy disclosures.
• Other relevant documentation.

17. Fraudulent or Abusive Claims

TSMS Labs reserves the right to deny claims reasonably determined to involve:

• Fraud.
• Material misrepresentation.
• Alteration or fabrication of evidence.
• Repeated abuse of the refund or replacement process.
• Improper payment disputes.
• Other fraudulent or abusive conduct.

TSMS Labs may restrict or decline future transactions where reasonably necessary to protect the business from fraud, abuse, or excessive risk, subject to applicable law.

18. Research Use Only

All TSMS Labs products are sold strictly for Research Use Only (RUO).

Unless expressly stated otherwise, TSMS Labs products are:

Not for human consumption.

Not for therapeutic use.

Not intended to diagnose, treat, cure, mitigate, or prevent any disease or medical condition.

Refund or replacement requests based upon:

• Personal-use outcomes.
• Individual biological responses.
• Therapeutic expectations.
• Medical outcomes.
• Fitness or body-composition outcomes.
• Dosage expectations.
• Administration-related concerns.
• Other uses inconsistent with the designated Research Use Only purpose.

will not constitute a qualifying product defect under this policy.

19. No Guarantee of Research Outcome

TSMS Labs does not guarantee any particular experimental, analytical, or research outcome resulting from the use of a product.

A research result that differs from a customer’s expectation does not, by itself, establish that a product is defective or eligible for refund or replacement.

Eligibility will be determined based upon the product, fulfillment, shipping, packaging, labeling, and quality considerations described in this policy.

20. Policy Changes

TSMS Labs may update this Refund & Replacement Policy periodically.

The policy applicable to an order will generally be the version in effect when the order was placed, except where a modification is required by applicable law.

The most current version will be published on the TSMS Labs website with its effective or last-updated date.

21. Contact

Questions, claims, or requests under this policy should be submitted through the contact information provided on the TSMS Labs website.

When contacting TSMS Labs regarding an order, customers should include their order number and all relevant supporting information so the request can be reviewed efficiently.

TSMS Labs
Packaged and Distributed by Lore Biosciences LLC
Research Use Only — Not for Human Consumption