If there’s ever a problem with a charge or an order, contact us first. Most problems are fixed by email within a day, which is much faster than a chargeback.

Contact us first

Email support@bionetiklabs.com with your order number before you contact your bank or card issuer. We reply within one business day.

When a chargeback is the right step

A chargeback is meant for billing problems such as:

• a charge you didn’t make or authorize,
• a duplicate charge for the same order, or
• a billing error we haven’t fixed after you contacted us.

When it isn’t

We will dispute a chargeback filed for: an order the carrier’s tracking shows as delivered to the address given at checkout, a lost or damaged package, which is a shipping claim (see Shipping Protection), or a product you no longer want, which is covered by our returns for store credit (see our Refund & Shipping Policy).

What we send your card issuer

When we dispute a chargeback, we send the records of your order: what was ordered and when, the billing and shipping details given at checkout, the terms agreed to at checkout (including research use only and the 21+ age confirmation), the carrier’s tracking and delivery scans, and our emails with you.

After a chargeback

If a chargeback is filed without contacting us first, or for a reason listed above, we may close the account and decline future orders.

Changes to this policy

We may update this policy at any time. The version posted here is the one that applies.