Keep the evidence with the item.

Contact Kainos promptly with the order reference, the affected item, its lot number, and a clear description of the issue. Keep the product, vial, label, shipping container, and packing material while the request is reviewed.

Do not send any material back without written return instructions. An unapproved shipment can prevent Kainos from identifying the order or safely receiving the parcel.

Wrong items, missing items, shipping damage, and items that arrive with an apparent defect can be reviewed for replacement or refund. Clear photographs of the parcel, product, and label may be required.

Research materials that have been opened, altered, relabeled, improperly stored after delivery, or otherwise removed from their received condition are not ordinarily eligible for return. Buyer remorse alone does not establish a defect.

Photograph exterior damage before discarding the shipping container. Include the carrier label and enough detail to identify the affected vial or supply.

Kainos reviews the evidence against the fulfillment and tracking record. The review determines whether the appropriate resolution is a replacement, a Bitcoin refund, carrier follow-up, or additional information.

Replacement timing is provided after the request is verified and inventory is checked. A replacement is not dispatched until Kainos confirms the resolution in writing.

If the same lot or variant is unavailable, Kainos will state the available resolution before taking further action. No substitute compound is sent without the customer's agreement.

Approved refunds are issued in BTC. Kainos will confirm the refund amount and destination details during the review. Customers are responsible for supplying an accurate compatible Bitcoin address.

Network conditions and confirmations can affect when a broadcast refund becomes final. Kainos does not issue credit-card or PayPal reversals because those payment methods are not accepted.