Refund & Returns Policy
Please review our policy carefully before placing an order. This policy explains product claims, replacements, cancellations, and shipment responsibilities.
At Panacea Labs, we provide pharmaceutical-grade, lab-tested, and COA-verified products. Due to the specialized nature of research compounds, refunds and returns are limited to protect product quality and integrity.
Please review this policy before placing an order. By purchasing from Panacea Labs, you agree to the terms below. Do not send any product back without contacting us first.
Do not return items without contacting us first
All defective product claims require prior approval before any product is discarded or destroyed. Contact us via our Contact page with your order number before taking any action.
Shipment Responsibility
Once an order has been dispatched and a Canada Post tracking number has been issued, Panacea Labs responsibility for the shipment concludes upon confirmed acceptance of the package by Canada Post.
From that point forward, the carrier assumes responsibility for delivery, and Panacea Labs is not liable for packages that are lost, stolen, or damaged while in transit.
Customers experiencing shipping issues are encouraged to contact Canada Post directly to initiate a carrier investigation. We are happy to assist by providing relevant order and tracking details upon request.
Defective Product Claims
We understand that, on rare occasions, a product may arrive damaged or otherwise fail to meet our quality standards. To ensure such claims are handled fairly and consistently, all defective product claims must satisfy the following requirements.
Required Documentation
To submit a defective product claim, customers must provide all of the following:
- Clear photo and video evidence of the product in question
- The order number associated with the purchase
- The full name and shipping address on file for the order
- A photograph of the order confirmation slip included with the shipment
Grounds for Refusal
A defective product claim will be declined under any of the following circumstances:
- The claim is based on personal or anecdotal opinion regarding a product's effectiveness or potency, rather than a verifiable defect
- The reported issue arises from failure to follow the reconstitution protocol specified in our Terms of Product Use
- The submitted photo or video evidence shows signs of AI generation, editing, or manipulation intended to depict damage, tampering, or compromise
- The product in question has already been discarded, disposed of, or destroyed prior to claim submission, making verification impossible
Claim Review & Verification
All defective product claims are reviewed by our team against the standards outlined above.
Where a claim is deemed legitimate, we will request a video recording confirming the destruction of the defective product.
This step is required to prevent the recirculation or resale of compromised products and to maintain the integrity of our quality assurance process.
Resolution
Where a claim is approved and verified in accordance with this policy, Panacea Labs will ship a replacement product to the customer at no additional cost.
This is the sole and exclusive remedy available for approved defective product claims.Refund Shipping Cost
If your claim is approved, we will replace the product at no additional shipping cost to you.
Refund Processing
Panacea Labs does not issue refunds under any circumstances. All approved claims are resolved exclusively through product replacement, in accordance with Section 2 above.
This policy applies uniformly to all orders and is not subject to exception on the basis of order value, payment method, or shipping destination.
How to Submit a Claim
Contact us first
Submit a claim request through our Contact page, including your order number and a description of the issue.
Provide documentation
Attach the required photo and video evidence, along with a photo of your order confirmation slip.
Await review
Our team will assess your claim against the standards set out in this policy and respond within 1–2 business days.
Verification, if approved
If your claim is approved, you will be asked to provide video confirmation of the product's destruction before a replacement is dispatched.
A Note on Product Handling
Proper storage and reconstitution are essential to maintaining product integrity after delivery.
We strongly encourage all customers to review our Terms of Product Use prior to handling any product, as claims arising from improper storage or handling do not qualify for replacement under this policy.
Order Cancellations
Orders can be cancelled before dispatch. Contact us as quickly as possible via our Contact page with your order number.
Since orders are typically processed and dispatched to Canada Post within 24 hours of payment confirmation, cancellation requests must be submitted promptly — once your order has shipped, it can no longer be cancelled.
All Panacea Labs products are pharmaceutical grade, lab tested, and COA verified prior to shipment.
This policy exists to protect product integrity and ensure fair, consistent treatment for every customer submitting a claim.
Research Use Only. All products sold by Vivepharma are intended exclusively for laboratory and research purposes. They are not approved drugs and are not intended for human or animal consumption.