Returns and Refunds

We do not accept returns, exchanges or cancellations of research material once an order has been placed.

The reason is chain of custody, not convenience. Every vial we ship is drawn from a numbered lot with a published certificate, and the order records which lot it came from. Once material has left our control we cannot certify how it was stored or handled, which means we cannot honestly resell it to the next customer. A vial we cannot certify is a vial that goes in the bin, so taking it back helps nobody.

Please check the cart, the quantities and the shipping address before you pay.

If we got the order wrong, or it arrived broken, we fix it. That covers:

• A wrong item or a wrong quantity against what you ordered
• A vial that arrived cracked, unsealed or leaking
• Packaging damaged badly enough to put the contents in doubt

Tell us within 48 hours of delivery, at admin@supernovacompounds.com, with:

• Your order number
• Photographs of the outer packaging, the inner packaging and the item
• One or two lines on what is wrong

We will replace it or credit it. Which of those, and whether shipping is included, depends on what happened and we will say plainly which we are doing and why.

Forty-eight hours is short and it is deliberate. Beyond that window we cannot separate a fault that arrived from one that developed on your bench, and we are not going to guess in either direction.

Title and risk pass to you when the carrier takes possession. From that point a parcel that goes missing, gets stolen from a doorstep, or is crushed in transit is a carrier matter.

Start with the carrier. They hold the scan history and they run the claim. Send us the order number and the claim reference and we will give you whatever documentation the claim needs, including the packing weight and the declared contents.

We are not able to refund or replace a parcel the carrier confirms it delivered.

Delivery estimates are estimates. Weather, carrier volume, a missorted parcel and a bad address all move them, and none of those is something we control or can compensate for. An order that is late is not by itself an order that qualifies for a refund.

Orders here are paid in cryptocurrency, and that shapes what a refund can be.

A refund is sent as coin, to an address you give us, at the rate quoted on your original order. We refund the dollar value we charged. We do not carry the market movement between your payment and the refund in either direction, and we will state the figure and the rate in writing before we send anything.

We cannot reverse your original transaction. Nobody can. A refund is a new transaction from us to you, which means the address you give us has to be right. Check it twice; we will read it back to you before sending.

Network fees on the refund transaction come out of the refund. They are usually small and we will tell you the amount.

Where a credit against a future order suits you better, we will do that instead and it is worth asking, because it avoids the fee and the address entirely.

An unpaid order is cancelled automatically once its payment window passes. Nothing was charged, so there is nothing to refund, and any stock it was holding goes back on the shelf.

If we cancel a paid order ourselves, for stock, a pricing error or a compliance reason, you are refunded in full including shipping, by the method above.

We would rather assume a claim is honest and be wrong occasionally than treat customers as suspects. That said, a pattern of claims that does not match a pattern of shipping problems will end with an account that can no longer order here.

We may update this policy. The version that governs your order is the one in force on the day you placed it.