Last updated: July 27, 2026
Arche Research carefully inspects and packages each order before shipment. Because our products require appropriate handling and because storage conditions, handling practices, and chain of custody cannot be verified after an order leaves our control, all sales are generally final except as specifically described in this policy.
This policy applies to all orders accepted and fulfilled by Arche Research, regardless of whether the order is placed through our website or another authorized sales channel.
1. General Return Policy
Arche Research does not accept routine returns or exchanges based on:
- A change of mind
- An accidental purchase
- Ordering the wrong product, strength, or quantity
- No longer needing or wanting the product
- Dissatisfaction unrelated to a verified product defect or fulfillment error
- Improper storage, handling, preparation, use, or disposal after delivery
- Incompatibility with a particular research protocol, application, instrument, or experimental objective
- Failure to achieve an anticipated research result
After an order leaves our control, Arche Research cannot verify how the products were transported, received, stored, handled, opened, prepared, or maintained. Returned products cannot be restocked, resold, or redistributed.
Do not send products back to Arche Research unless written return authorization has been provided. Unauthorized returns may be refused and do not qualify automatically for replacement, store credit, or refund.
Nothing in this policy limits any non-waivable rights provided by applicable law.
2. Products Damaged During Shipment
Products that arrive materially damaged during shipment may qualify for replacement, store credit, or refund after review and approval of the claim.
Damage claims must be submitted within 48 hours of the carrier’s recorded delivery time.
The claimant must provide:
- The order number
- A complete description of the damage
- Clear photographs of the exterior shipping package
- Clear photographs of the shipping label
- Clear photographs of the interior packaging and protective materials
- Clear photographs of each damaged product
- A photograph showing all products and packaging received in the shipment
- Any additional documentation reasonably requested by Arche Research or the carrier
All products, containers, labels, shipping cartons, padding, insulation, and other packaging materials must be retained until the claim is resolved. The carrier may require physical inspection of the damaged shipment and its packaging.
Evidence should be submitted before damaged containers or packaging are moved, cleaned, discarded, opened further, or otherwise altered beyond what is reasonably necessary to safely document the condition.
Minor cosmetic damage that does not affect container integrity, closure integrity, product identity, quantity, or usability does not necessarily qualify for a remedy.
A damage claim may be denied when:
- The required evidence is missing or unclear
- The reported damage is inconsistent with shipping damage
- The product or packaging has been unnecessarily altered
- The product was damaged after delivery
- The claimant discarded relevant evidence
- The claim was submitted outside the stated claim period
- The claimant refuses to cooperate with the carrier’s investigation
- The evidence contains material inconsistencies
When a damage claim is approved, Arche Research may provide, at its discretion:
- Replacement of the affected product
- Store credit
- A refund to the original payment method
Only one remedy will be issued for each affected product.
3. Missing Products, Incorrect Products, or Fulfillment Errors
Orders should be inspected promptly after delivery.
Claims involving a missing product, incorrect product, incorrect strength, incorrect quantity, or other fulfillment discrepancy must be submitted within 72 hours of the carrier’s recorded delivery time.
The claimant must provide:
- The order number
- A detailed description of the discrepancy
- Clear photographs of the exterior shipping package
- Clear photographs of the shipping label
- Clear photographs of the interior packaging
- A single photograph showing all products received together
- Photographs showing the labels and identifying information on each product received
- Any additional documentation reasonably requested during review
An incorrect product must remain unopened, unused, and in its original condition while the claim is reviewed.
Arche Research may compare the claim against:
- Order and payment records
- Inventory records
- Fulfillment records
- Product counts
- Recorded shipment weights
- Packaging records
- Available photographs or video from the fulfillment process
- Carrier documentation
- Previous claims associated with the purchaser, recipient, shipping destination, payment method, or related account
Submission of a claim does not guarantee approval.
If Arche Research confirms a fulfillment error, we will correct the error through replacement, store credit, or refund, as appropriate.
4. Packages Lost in Transit
A shipment may qualify as lost in transit only when:
- Carrier tracking does not show that the shipment was delivered;
- The shipment has exceeded the carrier’s applicable waiting or investigation period; and
- The carrier confirms the shipment is lost, approves a loss claim, or completes an investigation without locating or delivering it.
A shipment is not considered lost merely because tracking has not updated for several days. Weather disruptions, routing errors, carrier backlogs, temporary tracking gaps, and other transportation delays may occur.
The purchaser or recipient must cooperate with all reasonable carrier investigation and documentation requirements. Arche Research may submit the carrier claim directly or require information from the purchaser or recipient to complete the claim.
Shipments Marked Delivered
A shipment marked Delivered by the carrier is not considered lost in transit and is not eligible for replacement, store credit, or refund solely because the purchaser or recipient states that the shipment cannot be located.
The carrier’s delivery record will ordinarily be treated as confirmation that Arche Research completed its shipping obligation.
Arche Research is not responsible for a shipment after the carrier records it as delivered, including shipments that are subsequently:
- Misplaced
- Removed without authorization
- Accepted or relocated by another person
- Left in a receiving area, mailroom, parcel area, loading area, reception area, or other designated delivery location
- Not promptly retrieved
- Exposed to environmental conditions after delivery
- Forwarded, transferred, or moved after delivery
Arche Research may voluntarily review compelling independent evidence that a delivery scan was materially inaccurate. Evidence may include complete, continuous, time-stamped security footage clearly showing the designated delivery area throughout the relevant carrier delivery window.
Partial recordings, isolated clips, screenshots, edited footage, recordings with material gaps, written statements, or footage that does not clearly show the delivery location may be considered insufficient.
Review of such evidence:
- Is performed at Arche Research’s discretion
- Does not guarantee approval
- Does not create a right to replacement or refund
- Does not require Arche Research to make the same exception in another matter
When a shipment is confirmed lost before delivery, Arche Research may provide:
- A replacement shipment; or
- A refund to the original payment method
Arche Research will determine the appropriate remedy based on product availability, carrier findings, order history, claim history, and the specific circumstances of the loss.
5. Incorrect or Incomplete Shipping Information
The purchaser is responsible for providing complete and accurate shipping information at checkout.
Arche Research is not responsible for delayed, misdirected, undeliverable, returned, or lost shipments resulting from:
- An incorrect or incomplete shipping address
- An incorrect recipient or organization name
- A missing suite, unit, department, building, floor, mail stop, or delivery code
- An incorrect postal code
- An outdated shipping destination
- Restricted carrier access
- Failure to retrieve a shipment held by the carrier
- Failure to respond to carrier notices
- Refusal of delivery
- Address changes requested after fulfillment has begun
- Instructions provided directly to the carrier without Arche Research’s involvement
Purchasers should review all shipping information carefully before submitting an order.
When a shipment is returned to Arche Research because of incorrect information, refusal, failed delivery, restricted access, or failure to collect it, Arche Research may deduct the following from any approved refund:
- Original shipping charges
- Return shipping charges
- Address correction charges
- Carrier surcharges
- Interception fees
- Other nonrecoverable fulfillment or transportation costs
Because Arche Research cannot verify the storage, handling, temperature exposure, or chain of custody of a returned shipment, returned products may be ineligible for resale and may not qualify for a merchandise refund.
Reshipment may require payment of:
- New shipping charges
- Applicable carrier fees
- Replacement product costs when the returned products cannot be placed back into inventory
6. Product Condition, Stability, and Storage Claims
Shipping conditions alone do not establish that a product is defective.
A claim involving product condition, stability, container integrity, or suspected shipping-related degradation must include:
- The order number
- Product name and identifying information
- Lot or batch information, when available
- Clear photographs of the product and container
- Clear photographs of the shipping package and packaging materials
- Complete tracking information
- A detailed explanation of the concern
- The date and time the shipment was retrieved
- A description of storage and handling after delivery
- Any objective testing or other supporting documentation available
Claims based only on subjective appearance, assumptions about temperature exposure, or results obtained after the product was opened, prepared, combined, stored, handled, or used may be denied unless supported by credible evidence showing that the product was materially defective when delivered.
Arche Research is not responsible for deterioration, contamination, loss of integrity, or other damage caused by conditions occurring after delivery, including:
- Improper storage
- Excessive heat, cold, moisture, or light exposure
- Delayed retrieval
- Improper handling
- Contamination
- Preparation or reconstitution errors
- Use of unsuitable materials or equipment
- Transfer to another container
- Combination with another substance
- Failure to follow product-specific storage information
Arche Research may request that a disputed product remain sealed and preserved pending review. Disposal, transfer, opening, or alteration of the product before the claim is resolved may prevent evaluation and result in denial.
7. Order Changes and Cancellations
Cancellation or modification requests must be submitted before the order has been processed for fulfillment.
Arche Research will make a reasonable effort to accommodate a requested cancellation or modification, but changes are not guaranteed after processing has begun.
An order may no longer be eligible for cancellation or modification after it has been:
- Submitted to fulfillment
- Picked from inventory
- Packed
- Assigned a shipping label
- Transferred to the carrier
- Otherwise prepared for dispatch
Once a shipment has been transferred to the carrier, it is governed by this Returns, Refunds & Shipping Claims Policy.
If Arche Research cannot ship within the timeframe stated at the time of purchase, we will provide any delay notice, cancellation opportunity, or refund required by applicable law.
8. Refund Processing
Approved refunds will ordinarily be issued to the original payment method.
Arche Research may use store credit or replacement as a remedy when permitted by this policy and applicable law. When applicable law requires a monetary refund, store credit will not be substituted without the purchaser’s agreement.
Financial institutions and payment processors may require additional time to post an approved refund. Arche Research does not control processing times after the refund has been submitted to the payment provider.
Original shipping charges are nonrefundable unless:
- Arche Research shipped an incorrect order;
- The entire shipment was confirmed lost before delivery;
- The entire shipment arrived materially damaged;
- Arche Research expressly agrees otherwise; or
- Refund of the shipping charge is required by law.
Expedited or premium shipping charges are not refundable merely because delivery occurred later than an estimated date unless:
- Arche Research expressly guaranteed that delivery date;
- The carrier approves reimbursement; or
- A refund is otherwise required by law.
Any refund may be reduced by applicable nonrefundable charges when the issue was caused by incorrect shipping information, refused delivery, failure to retrieve the shipment, or another circumstance for which Arche Research is not responsible.
9. Claim Review and Fraud Prevention
Arche Research evaluates claims individually and may request additional evidence reasonably necessary to determine what occurred.
Claim review may include examination of:
- Order records
- Payment records
- Account records
- Inventory transactions
- Fulfillment records
- Package weights and dimensions
- Shipping labels
- Carrier scans
- Delivery photographs
- Signature records
- Geographic scan information
- Correspondence with the carrier
- Photographs and video submitted with the claim
- Previous claims associated with related purchasers, recipients, accounts, shipping destinations, or payment methods
Arche Research may deny a claim involving:
- Missing, incomplete, or unclear evidence
- Altered, edited, staged, or misleading photographs or recordings
- Materially inconsistent statements
- Evidence that the product or package was altered after delivery
- Damage inconsistent with carrier handling
- Failure to retain products or packaging
- Refusal to cooperate with an investigation
- Submission outside the applicable claim period
- Multiple or repeated claims presenting an elevated pattern of loss or damage
- Suspected fraud, abuse, chargeback manipulation, or policy circumvention
- Any attempt to obtain duplicate compensation from Arche Research, the carrier, an insurer, a payment processor, or another party
Arche Research may require a signed written statement confirming that the information submitted is complete and accurate.
Providing false information, falsified records, fabricated evidence, or materially misleading statements may result in:
- Denial of the claim
- Cancellation of pending orders
- Refusal of future transactions
- Restriction or termination of associated accounts
- Preservation and disclosure of relevant records to carriers, insurers, payment processors, financial institutions, legal counsel, or appropriate authorities
A purchaser may not receive more than one refund, replacement, reimbursement, insurance payment, credit, or other recovery for the same loss.
Nothing in this section permits Arche Research to deny rights or remedies that cannot legally be waived.
10. How to Submit a Claim
Claims must be submitted through the Arche Research Contact page or through the customer-support contact method displayed on the Arche Research website.
The submission must include:
- Purchaser or organization name
- Order number
- Email address associated with the order
- Tracking number
- Product name and quantity involved
- A complete description of the issue
- The date the issue was discovered
- All photographs, recordings, carrier communications, and other supporting documentation required by this policy
Incomplete submissions may delay review or prevent Arche Research from evaluating the claim.
Do not discard, return, transfer, open, clean, alter, or dispose of disputed products, shipping cartons, labels, protective materials, or other relevant evidence until Arche Research confirms that the claim has been resolved.
Arche Research may provide additional submission instructions depending on the nature of the claim.