Refund Policy
At RAPIGENES LLC, we are committed to providing high-quality bioactive ingredients and ensuring complete customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be requested.
1. General Policy
Due to the nature of our products (chemical and biological reagents, cosmetic ingredients, food-grade materials, and pharmaceutical intermediates), all sales are considered final once delivered. However, we may approve refunds under the specific circumstances outlined below.
2. Damaged or Defective Products
If your order arrives damaged, contaminated, or defective, please contact us within 7 business days of delivery with:
- Photographs of the damaged packaging and product
- Order number and date of receipt
- Description of the issue
- Copy of the Certificate of Analysis (CoA) if applicable
We will review your claim within 3 business days and, if approved, offer a full replacement or refund at our discretion.
3. Incorrect Products
If you receive a product that does not match your order specifications (wrong grade, wrong molecular weight, incorrect CAS number, etc.), we will arrange a return and ship the correct product at no additional cost. Contact us within 14 business days of delivery.
4. Quality Discrepancies
If the product does not meet the specifications stated on the Certificate of Analysis (CoA), please provide independent laboratory analysis documentation. We will review the case and may offer a full refund or replacement.
5. Non-Refundable Items
The following are not eligible for refund:
- Products opened, used, or altered after delivery
- Custom-synthesized or custom-formulated products
- Products with broken or missing tamper-evident seals (unless damaged in transit)
- Claims made after the applicable reporting period (7 or 14 business days)
- Shipping and handling charges (except in cases of our error)
6. Refund Process
To request a refund, email us at [email protected] with your order details. Once approved:
- Refunds are processed within 5–10 business days
- Refunds are issued to the original payment method
- Bank transfer refunds may take additional processing time
7. Return Shipping
For approved returns due to our error or defective products, RAPIGENES LLC will provide a prepaid return shipping label. For all other approved returns, the buyer is responsible for return shipping costs.
8. Contact Us
For any questions regarding this Refund Policy, please contact us:
- Email: [email protected]
- Phone: +1 (301) 664-4716
- Hours: Monday – Friday, 8:00 AM – 6:00 PM EST
- Address: Rockville, Maryland, USA
This Refund Policy was last updated on January 1, 2026. RAPIGENES LLC reserves the right to modify this policy at any time.