Refund Policy
Last revised: 09/15/2026
This Refund Policy covers returns, refunds, and related remedies for purchases on astramide.com (the “Site”). It applies to every order and is part of our Terms and Conditions. The Site is operated by Naturally Balanced, LLC, a Texas limited liability company doing business as Astramide (“Astramide,” “we,” “us,” or “our”).
1. All sales are final
Research chemicals have strict temperature, handling, and chain-of-custody requirements once they leave our facility. For that reason, all sales are final. We do not offer money-back guarantees or refunds for a change of mind. The exceptions in Section 2 are the only cases where we will give a refund, replacement, or store credit.
2. Exceptions
We will review a claim for a refund, replacement, or store credit if:
(a) Damaged in transit. The outer packaging or the vial arrived visibly damaged in a way that affects the contents.
(b) Defective. The product does not match the specifications on its product page or Certificate of Analysis, and you document how.
(c) Wrong order. The product, quantity, or batch you received does not match what you ordered.
A claim must be made within the time limit and in the way described in Section 3. We will not review claims that are late or incomplete.
3. How to make a claim
Email info@astramide.com within 48 hours of delivery (as shown by the carrier’s tracking) and include:
- your order number;
- the batch number printed on each affected vial label;
- clear photos of the outer packaging as it arrived, the inner packaging (including any cold packs and the packing slip), each affected vial with its label visible, and the problem you are reporting;
- a short written description of the problem.
If anything on this list is missing, we will pause your claim until you send it, and the 48-hour window pauses too. We will confirm receipt of a complete claim within two (2) business days and give you our decision within seven (7) business days.
4. Remedies
If we approve your claim, we will offer one of these, at our choice:
- Replacement: the same product and size from current stock, shipped at no cost to you;
- Store credit: added to your account for the value of the affected item;
- Refund: for the value of the affected item, as described in Section 5.
Our choice will depend on the problem, what is in stock, and what we learn during review. We may offer a partial remedy, for example a partial refund when only one item in a larger order is affected.
5. How and when refunds are paid
We send approved refunds within three to five (3 to 5) business days of approval.
IDEM Payment. Refunds go back through the IDEM Pay platform to the account used at checkout. How long they take to reach you depends on IDEM Pay and your bank or card issuer, usually another three to ten (3 to 10) business days.
IDEM Crypto Payment. Crypto payments cannot be reversed by us or by the payment provider. We refund the U.S. dollar amount of the affected item at the time of your order, not the amount of cryptocurrency you sent. Refunds are paid in cryptocurrency to the wallet that sent the original payment, converted at the rate in effect when the refund is sent. Network fees are not refunded. If that wallet can no longer receive funds, tell us before we send the refund. We are not responsible for losses caused by a wallet you no longer control, a wrong wallet address you give us, or changes in cryptocurrency value.
We do not give cash or check refunds, and we do not refund to a different payment method.
6. Items we cannot take back
These items are not eligible for a return, refund, replacement, or store credit under any circumstances:
(a) Products whose outer or inner packaging has been opened, unless opening it was needed to document a claim under Section 2;
(b) Products that have been used, reconstituted, aliquoted, or partly depleted;
(c) Products stored or handled outside the conditions on their product page or batch Certificate of Analysis;
(d) Products past the stability window stated in their batch Certificate of Analysis before the claim was made;
(e) Laboratory solvents, including bacteriostatic water and acetic acid solutions, once the seal is broken;
(f) Custom or special orders, and items marked non-returnable at the time of purchase;
(g) Orders we cancelled under the destination screening or order acceptance terms in our Shipping Policy. In those cases we refund the cancelled part as part of the cancellation, and you do not need to make a claim.
7. Lost, stolen, or misdelivered packages
Claims about packages lost in transit, stolen after delivery, or delivered to the wrong address are covered by Section 8 of our Shipping Policy. If the carrier finds that a package was lost in transit, we will send a replacement or refund under Section 4 of this policy, at our choice. Once the carrier confirms delivery, the package is your responsibility, unless the carrier’s investigation finds otherwise.
8. Address errors and returned packages
If a package comes back to us because you gave a wrong or undeliverable address, or because the carrier could not get the required adult signature, you pay to ship it again. We will hold the returned package for ten (10) business days while we wait for a corrected address and the reshipping payment. After that, we may cancel the order and refund it under Section 5, minus the original shipping cost and any restocking fee.
9. Payment disputes
If you have a billing problem, or believe your order qualifies under Section 2, please contact us at info@astramide.com before opening a dispute with your bank, card issuer, or payment provider. We will work in good faith to fix any real problem using the process in Sections 3 to 5.
If you open a dispute without first contacting us in good faith, we will suspend your account right away and may add you to the permanent ban list described in Section 13 of our Terms and Conditions. If a dispute is unjustified, for example on an order that was delivered, signed for, and never the subject of a documented claim, we will contest it with proof of delivery, signature confirmation, the Certificate of Analysis, and order history, and we may recover related fees and costs.
We may refuse future orders from any account linked to an unjustified dispute.
10. Our right to refuse a claim
We may refuse to process any claim if:
(a) it does not fall under Section 2; (b) it is late or missing the documents required by Section 3; (c) the product is excluded under Section 6; (d) the account’s claim history does not show good-faith use of this policy; (e) it is linked to conduct that triggers the permanent ban policy in our Terms and Conditions.
Refusing a claim is not an admission of liability and does not waive any defense we have under our Terms and Conditions or the law.
11. Changes to this policy
We may change this Refund Policy at any time. The version in effect when you place an order applies to that order. Material changes will appear on this page with a new “Last revised” date. Continuing to use the Site after a change means you accept it.
12. Contact
For refund questions:
Naturally Balanced, LLC, d/b/a Astramide 10229 Andora Drive, Austin, TX 78717
Email: info@astramide.com Phone or text: +1 (512) 998-2437
Our support team cannot give dosing, administration, or research protocol advice. We will not answer questions of that kind.
