1. Eligibility
Damaged, incorrect or missing items may qualify when reported within seven days of delivery. Include clear photographs of the packaging, label and affected materials where applicable, and keep the shipment available for review. Opened or reconstituted vials, change-of-mind requests and materials affected by improper storage or handling are not eligible. Missing-item claims should describe the ordered and received quantities.
2. How to File a Claim
Use the contact form with “Return or refund” selected, or email support@stenprotocols.com. Include your order number, delivery date, affected compound and size, lot code if visible, a concise description and photographs. Our contact form does not accept attachments; send photos by email and reference your submitted message. Do not ship materials back unless we provide instructions.
3. Resolution
After reviewing an eligible claim, we may offer a replacement or refund to the original payment method. Approved refunds are processed within five to ten business days; your payment provider may take additional time to display the credit. A replacement depends on stock and may require an agreed alternative or refund. Related promotional lines and reward credits may be adjusted to reflect the resolution.
4. Cancellations
Request cancellation before dispatch by contacting support with your order number. We cannot guarantee interception after the shipment enters carrier handling. An ACH order awaiting payment can be canceled before dispatch; do not simply ignore a stock-confirmation message if you intend to cancel.
5. Chargebacks & Disputes
Contact us first so we can investigate a shipment or payment issue using the order and delivery records. You retain rights provided by law and your payment provider. We may supply relevant transactional documentation in response to a dispute. Please describe the actual issue accurately and avoid sending bank account or routing information.
6. Contact
Sten Protocols · 7997 Wade Blvd, Frisco, TX 75034 · (702) 725-3727 · support@stenprotocols.com. Keep material sealed and follow appropriate storage procedures while an issue is reviewed.