REFUND, CANCELLATION, REPLACEMENT, AND CLAIMS POLICY

Effective Date: April 17, 2026
Last Updated: July 20, 2026

This Refund, Cancellation, Replacement, and Claims Policy applies to purchases made from Alpine Aminos LLC through AlpineAminos.com.

This policy is incorporated into and should be read together with our Terms of Use and Conditions of Sale. Capitalized terms not defined in this policy have the meanings assigned to them in the Terms.

1. Research Materials Are Generally Final Sale

Alpine Aminos supplies specialized materials intended exclusively for qualified Research Use Only activities.

Because the identity, storage history, handling, chain of custody, contamination status, and integrity of a product cannot be independently verified after it leaves our control, products are generally final sale and cannot be returned to inventory or resold.

Except for the limited circumstances described in this policy, we do not accept returns or exchanges after an order has shipped.

Nothing in this policy limits a right or remedy that cannot lawfully be waived.

2. Order Cancellation Requests

A cancellation request must be submitted as soon as possible and before the order enters fulfillment.

To request cancellation, email:

info@alpineaminos.com

Include:

• Your full name;

• Order number; and

• “Cancellation Request” in the subject line.

Submitting a cancellation request does not guarantee cancellation.

An order ordinarily cannot be canceled after it has:

• Entered active processing;

• Been packed;

• Had a shipping label purchased;

• Been staged for carrier pickup;

• Been transferred to a carrier; or

• Otherwise entered fulfillment in a manner that cannot reasonably be reversed.

If we successfully cancel an order after payment has cleared, we will generally return the applicable amount through the original payment method or another reasonable method.

Payment-provider, banking, digital-wallet, cryptocurrency-network, or card-network processing times may affect when a refund appears.

3. Changes to an Order

We cannot guarantee that products, quantities, payment methods, billing information, shipping information, promotional codes, or other order details can be changed after an order is submitted.

Contact us immediately after discovering an error.

If fulfillment has not begun, we may attempt to assist. Depending on the requested change, it may be necessary to cancel the original order and submit a new order.

Customers are responsible for reviewing all product, quantity, address, payment, discount, and shipping information before submitting an order.

4. Nonreturnable Circumstances

Unless required by law, refunds, credits, exchanges, and replacements are not provided for:

• Buyer’s remorse;

• A change in research plans;

• Accidental ordering;

• Selecting the wrong product or quantity;

• Failure to review a product description;

• Failure to review available batch documentation;

• Failure to enter or apply an available promotional code;

• A promotion beginning after an order was placed;

• Disagreement with a price properly displayed and accepted at checkout;

• Inability to use a product for an unauthorized or prohibited purpose;

• Institutional, workplace, laboratory, facility, or mailroom refusal of a properly addressed shipment;

• Failure to retrieve a delivered package promptly;

• Improper storage, handling, preparation, transfer, documentation, or disposal after delivery;

• Cosmetic differences in packaging that do not materially affect the product;

• Delay when the shipment remains deliverable;

• Product characteristics that were accurately described;

• Products sent back without written authorization;

• Materials discarded before we could evaluate a claim; or

• Dissatisfaction arising from human, veterinary, clinical, therapeutic, diagnostic, cosmetic, consumable, compounding, or other prohibited use.

Products purchased from Alpine Aminos remain strictly for lawful in vitro Research Use Only. A refund or replacement will not be provided because a customer intended or attempted to use a product for a prohibited purpose.

5. Inspecting Your Shipment

Customers must inspect shipments promptly after delivery.

You should confirm:

• The package was delivered to the correct location;

• The shipment contains the correct products;

• The correct quantities were received;

• Product labels match the order;

• Vials and containers are intact;

• No material leakage, breakage, or visible compromise is present; and

• Batch or lot information is visible where applicable.

Prompt inspection is important because shipping damage, missing items, incorrect products, and packaging discrepancies may become more difficult to verify over time.

6. Wrong, Missing, or Damaged Items

Contact Alpine Aminos within three calendar days after carrier-recorded delivery if:

• The wrong product was shipped;

• The wrong quantity was shipped;

• A purchased item is missing;

• A vial or container arrived broken;

• A product arrived leaking;

• A container arrived open or visibly compromised;

• A product label contains a material fulfillment error; or

• Another apparent Alpine Aminos fulfillment error occurred.

Email:

info@alpineaminos.com

Use the subject line:

Order Claim – Order #[ORDER NUMBER]

Include:

• Your full name;

• Order number;

• A clear description of the problem;

• Photographs of the complete exterior shipping package;

• Photographs of the shipping label;

• Photographs of all products received;

• Photographs clearly showing the reported damage or discrepancy;

• The product name;

• Visible batch or lot information; and

• Any other information reasonably necessary to evaluate the claim.

Keep all products, labels, vials, closures, packing materials, protective materials, and shipping containers until the claim is resolved.

Do not discard or return anything unless Alpine Aminos provides written instructions.

Failure to provide timely notice or preserve relevant evidence may prevent Alpine Aminos from verifying or resolving the claim.

7. Available Remedies

If Alpine Aminos verifies that it:

• Shipped an incorrect product;

• Shipped an incorrect quantity;

• Omitted a purchased item;

• Shipped a product that arrived materially damaged; or

• Made another material fulfillment error,

Alpine Aminos may provide one of the following remedies:

• Replacement of the affected product;

• Shipment of the missing or correct item;

• Store credit;

• Refund of the amount paid for the affected item;

• Refund of directly attributable shipping charges where appropriate; or

• Another reasonable remedy.

The appropriate remedy will depend on:

• Product availability;

• The nature of the claim;

• Available photographs and evidence;

• Carrier information;

• Payment status;

• Order history;

• Whether the item remains available for inspection;

• Whether the customer complied with this policy; and

• Applicable law.

Unless required by law, the maximum remedy ordinarily will not exceed the amount paid for the affected product and any directly attributable shipping charges.

A refund, credit, replacement, investigation, or product hold does not constitute an admission that a product was unsafe, improperly manufactured, or analytically deficient.

8. Unauthorized Returns

Do not return any product without prior written authorization from Alpine Aminos.

Research materials sent back without authorization may be:

• Refused;

• Quarantined;

• Disposed of;

• Returned at the sender’s expense; or

• Deemed ineligible for refund, credit, replacement, or exchange.

Authorization to return an item does not guarantee that a refund, credit, or replacement will be issued.

Any authorized return must follow the exact packaging, labeling, carrier, and handling instructions provided by Alpine Aminos.

9. Lost or Delayed Shipments

A package is not automatically considered lost merely because tracking has not recently updated or the estimated delivery date has passed.

If tracking shows a prolonged delay, contact Alpine Aminos so we can review the shipment and, where appropriate, initiate or assist with a carrier inquiry.

A carrier investigation may require:

• Additional time;

• Address confirmation;

• Customer contact with the carrier;

• A written statement;

• Proof of identity;

• Proof of nonreceipt; or

• Other supporting information.

We do not guarantee a refund or replacement while a shipment remains in active carrier transit or under carrier investigation.

Processing and delivery dates are estimates and are not guaranteed.

Alpine Aminos is not responsible for consequential losses, research delays, laboratory downtime, missed deadlines, lost profits, or similar losses resulting from delayed delivery.

10. Packages Marked Delivered

If tracking shows delivery but you cannot locate the package:

1. Check the complete delivery location.

2. Review any carrier delivery photograph or notice.

3. Check porches, side doors, garages, parcel lockers, mailrooms, reception areas, and protected locations.

4. Ask household members, neighbors, employees, reception personnel, or mailroom personnel.

5. Contact the carrier.

6. Notify Alpine Aminos promptly.

Alpine Aminos does not automatically refund or replace a package that the carrier confirms was delivered to the address provided with the order.

We may require:

• Carrier investigation results;

• Written confirmation of nonreceipt;

• Identity or address verification;

• A police or theft report where appropriate;

• A signed statement;

• Delivery-location information; or

• Other relevant evidence.

Claims involving suspected theft, misdelivery, or delivery disputes are evaluated individually.

11. Incorrect or Incomplete Addresses

Customers are responsible for providing an accurate, complete, secure, and deliverable shipping address.

Refunds and replacements are not guaranteed when delivery fails, is delayed, or is misdirected because of:

• An incorrect address;

• An incomplete address;

• A missing apartment, suite, unit, department, building, or mail-stop number;

• An inaccessible location;

• An unauthorized address;

• A refused package;

• Failure to retrieve the shipment;

• A facility’s refusal to accept the shipment;

• A customer-requested address change after fulfillment began;

• A carrier’s inability to access the location; or

• Other inaccurate customer-provided information.

Contact Alpine Aminos immediately after discovering an address error. We cannot guarantee that an address can be corrected after fulfillment begins.

If a package is returned to Alpine Aminos, we may:

• Require payment of additional shipping charges before reshipment;

• Deduct carrier return charges from any approved refund;

• Deduct original shipping charges from any approved refund;

• Decline reshipment;

• Cancel the order; or

• Provide another reasonable resolution.

Research materials will not automatically be reshipped after being returned.

12. Refused and Unclaimed Shipments

Customers are responsible for ensuring that they, their organization, laboratory, mailroom, reception desk, or authorized recipient can accept the shipment.

If a package is refused, unclaimed, or returned because the recipient was unavailable, Alpine Aminos may:

• Decline to reship the order;

• Require payment of additional shipping charges;

• Deduct original and return shipping expenses from any approved refund;

• Apply a reasonable handling charge where permitted by law; or

• Decline a refund where the product cannot be returned to saleable inventory.

Refusing a shipment does not automatically cancel an order or create a right to a full refund.

13. Environmental Exposure During Transit

Unless Alpine Aminos expressly agrees otherwise in writing, orders are not shipped through an uninterrupted refrigerated, frozen, or temperature-controlled transportation service.

Ordinary carrier transit and temporary environmental exposure do not by themselves establish that a product is defective, damaged, or analytically compromised.

A claim based on environmental exposure must include objective information sufficient for evaluation, which may include:

• Delivery timing;

• Carrier information;

• External conditions;

• Package condition;

• Product appearance;

• Storage timing;

• Temperature records where available; and

• Other relevant documentation.

After delivery, the customer is responsible for prompt retrieval and appropriate storage.

Failure to retrieve and store a delivered package promptly may affect eligibility for a remedy.

14. Analytical or Quality Concerns

Questions concerning:

• An analytical report;

• Product identity;

• Product documentation;

• Visible product condition;

• Batch or lot information;

• Labeling;

• Net content;

• Purity;

• Endotoxin;

• Microbial screening;

• Heavy-metal screening; or

• Another quality-related concern

should be submitted promptly to:

info@alpineaminos.com

Include:

• Your full name;

• Order number;

• Product name;

• Batch or lot information;

• A clear description of the concern;

• Relevant photographs;

• Storage and handling information;

• Date the concern was discovered;

• Any applicable laboratory documentation; and

• Any other information reasonably necessary for review.

Do not discard, transfer, relabel, repackage, or return the material while the concern is being evaluated unless instructed in writing.

Products must never be used for human, veterinary, clinical, therapeutic, diagnostic, cosmetic, consumable, compounding, or other prohibited purposes, whether or not a claim is pending.

Alpine Aminos may:

• Review internal records;

• Compare batch documentation;

• Consult an independent laboratory;

• Consult a supplier or service provider;

• Request additional photographs or information;

• Request preservation of the product;

• Place a product or batch on hold;

• Arrange additional testing where appropriate;

• Correct or replace documentation;

• Issue instructions; or

• Take another reasonable investigative action.

Submission of a quality concern does not automatically establish entitlement to a refund, credit, replacement, or other remedy.

15. Independent Testing by the Customer

A customer who independently tests a product should contact Alpine Aminos promptly if the result appears inconsistent with the applicable product documentation.

To allow meaningful review, the customer should provide:

• The complete laboratory report;

• The name of the testing laboratory;

• The analytical method;

• Sample identifier;

• Chain-of-custody information;

• Batch or lot information;

• Sample preparation details where available;

• Storage and handling information;

• Date the sample was submitted;

• Date the test was performed; and

• Any laboratory comments, qualifications, or limitations.

Differences between analytical results do not automatically establish that either result is incorrect.

Variation may arise from:

• Different laboratories;

• Different analytical methods;

• Different instruments;

• Different reference standards;

• Different sample preparation;

• Different reporting thresholds;

• Different acceptance criteria;

• Different samples from the same batch;

• Storage or handling differences; or

• Measurement uncertainty.

Alpine Aminos may request additional review, repeat testing, retained-sample testing, or testing by another laboratory before determining whether a remedy is appropriate.

16. Product Holds and Investigations

Alpine Aminos may place a product or batch on hold when:

• An unexpected analytical result is reported;

• Documentation is incomplete or inconsistent;

• A laboratory issues a correction;

• A supplier raises a concern;

• A customer reports potentially relevant information;

• A packaging or labeling issue is discovered;

• Additional testing is needed; or

• Further review is otherwise appropriate.

During an investigation, Alpine Aminos may:

• Suspend fulfillment;

• Quarantine inventory;

• Request preservation of customer-held material;

• Request photographs or documentation;

• Consult laboratories or suppliers;

• Submit additional samples;

• Correct documentation;

• Contact affected customers; or

• Take another appropriate action.

A product hold or investigation does not automatically establish that a product is defective, contaminated, unsafe, or improperly manufactured.

It reflects a preventive approach to reviewing unexpected, incomplete, or conflicting information.

17. Product Withdrawals

If Alpine Aminos determines that a released product or batch should be withdrawn, we may:

• Stop further fulfillment;

• Contact affected customers;

• Identify the affected product and batch;

• Request that remaining material be segregated;

• Request preservation of containers, labels, and packaging;

• Provide return or disposal instructions;

• Offer a replacement, credit, refund, or other remedy where appropriate;

• Publish a notice; or

• Take another reasonable action.

Customers must follow the written instructions included with the applicable withdrawal notice.

The remedy associated with a withdrawal will depend on:

• The nature of the concern;

• Product availability;

• Applicable law;

• Available order records;

• The remaining product;

• Compliance with preservation or return instructions; and

• Other relevant circumstances.

18. Refund Processing

Approved refunds are generally issued through the original payment method when reasonably available.

Alternative, manual, cryptocurrency, bank-transfer, Zelle, Venmo, Cash App, or other payments may require a different reasonable refund method.

Refund timing varies by:

• Payment method;

• Payment provider;

• Bank;

• Card network;

• Digital-wallet provider;

• Cryptocurrency network;

• Transaction status; and

• Fraud or compliance review.

Alpine Aminos does not control how quickly a bank, processor, wallet provider, or financial institution posts an approved refund.

Shipping charges are generally nonrefundable except when:

• Required by law;

• Directly attributable to a verified Alpine Aminos fulfillment error; or

• Alpine Aminos expressly agrees otherwise.

Promotional discounts, payment-method incentives, store credits, and coupons generally do not have cash value and may affect the amount refunded.

A refund will ordinarily be limited to the amount actually paid for the affected product.

19. Store Credits

Where Alpine Aminos offers store credit:

• The amount may not exceed the approved remedy;

• The credit has no cash value unless required by law;

• The credit may be subject to account verification;

• The credit may not be transferred or resold;

• The credit may not be used for prohibited purposes;

• The credit may be canceled if obtained through fraud or policy abuse; and

• Additional terms may apply.

A customer may decline store credit when a monetary refund is legally required.

20. Replacements

Replacement products are subject to availability.

Alpine Aminos may decline replacement and issue another remedy when:

• The product is out of stock;

• The batch is unavailable;

• The product has been discontinued;

• Shipping to the destination is restricted;

• Eligibility cannot be verified;

• Fraud or misuse concerns exist;

• The customer failed to preserve evidence;

• The original product cannot be evaluated; or

• Another remedy is more appropriate.

A replacement does not reset or expand the customer’s rights beyond those provided by law and this policy.

Replacement items remain subject to all Research Use Only restrictions, Terms, shipping requirements, and claim deadlines.

21. Promotional Orders and Discounted Products

Sale, discounted, promotional, customer-only, coupon, and payment-incentive orders remain subject to this policy.

The existence of a discount does not eliminate eligibility for a remedy involving a verified fulfillment error or materially damaged item.

However, refunds are ordinarily based on the amount actually paid, not the regular list price.

Promotional codes, discounts, payment incentives, and coupons will not ordinarily be restored after cancellation or refund unless Alpine Aminos agrees otherwise.

22. Chargebacks and Payment Disputes

Contact Alpine Aminos before filing a chargeback when reasonably possible so we have an opportunity to investigate and resolve the matter.

Nothing in this policy prevents a customer from exercising a lawful payment-dispute right.

However, a chargeback should not be used to:

• Avoid the claims procedure;

• Obtain both the product and the purchase price;

• Reverse a properly completed transaction because of buyer’s remorse;

• Challenge a restriction accepted at checkout;

• Seek reimbursement for prohibited use;

• Avoid paying return or reshipment costs caused by an incorrect address;

• Misrepresent delivery status; or

• Circumvent a documented fraud, identity, or compliance review.

We may provide the payment provider with:

• Order records;

• Checkout acceptance records;

• RUO attestations;

• Account information;

• Payment records;

• Shipping and delivery records;

• Customer communications;

• Photographs;

• Policy records; and

• Other relevant evidence.

Accounts associated with fraudulent, abusive, or improper payment disputes may be restricted or closed.

23. Fraud, Abuse, and False Claims

Alpine Aminos may deny a claim or restrict an account if we reasonably determine that a claim involves:

• Altered or misleading photographs;

• False statements;

• Duplicate reimbursement requests;

• Product substitution;

• Deliberate damage;

• Promotion abuse;

• Chargeback abuse;

• Misrepresentation of delivery;

• Concealment of relevant facts;

• Repeated unsupported claims;

• Account manipulation;

• Unauthorized resale or diversion; or

• Other fraudulent or abusive conduct.

We may preserve relevant records and cooperate with payment providers, carriers, insurers, legal advisers, regulators, or law-enforcement authorities where appropriate and permitted by law.

24. Research Use Only Restrictions Remain in Effect

Submitting a cancellation, refund, replacement, shipping, or quality claim does not change the product’s Research Use Only status.

All products remain prohibited from:

• Human consumption;

• Human administration;

• Injection;

• Ingestion;

• Inhalation;

• Personal topical use;

• Veterinary or animal administration;

• Clinical use;

• Therapeutic use;

• Diagnostic use;

• Disease prevention, treatment, mitigation, or cure;

• Compounding;

• Food use;

• Dietary-supplement use;

• Cosmetic use;

• Household use;

• Self-experimentation;

• Resale;

• Redistribution;

• Relabeling;

• Repackaging;

• Transfer; or

• Diversion.

Alpine Aminos will not provide a refund, replacement, instruction, or other assistance that facilitates a prohibited use.

25. Policy Relationship

This policy is incorporated into the Alpine Aminos Terms of Use and Conditions of Sale.

If this policy conflicts with the Terms, the Terms control unless this policy expressly provides a more specific customer remedy.

This policy should also be read together with:

• The Shipping and Delivery Policy;

• The Privacy Policy;

• The Quality Standards and Testing Policy;

• Product-specific information;

• Applicable Certificates of Analysis; and

• Required Research Use Only attestations.

26. Changes to This Policy

Alpine Aminos may update this policy from time to time.

The current version will be posted on AlpineAminos.com with the applicable effective and last-updated dates.

Changes apply prospectively unless applicable law permits or requires otherwise.

The policy in effect when an order was placed will generally govern that transaction, subject to applicable law and any later product-hold or withdrawal instructions.

27. Contact Information

Questions, cancellation requests, shipping claims, fulfillment claims, and quality concerns may be submitted to:

Alpine Aminos LLC
Email: info@alpineaminos.com
Website: AlpineAminos.com

For an existing order, include:

• Your full name;

• Order number;

• Product name;

• Batch or lot number where applicable; and

• A clear description of the request or concern.

Do not send complete payment-card information, account passwords, medical information, dosing questions, administration questions, or information concerning human or veterinary use.