Refund policy

Last updated: August 25, 2026

This Return and Refund Policy applies to purchases from Imagine First LLC (“Imagine First,” “we,” “us,” or “our”). Because our products are research materials whose integrity, storage history, and chain of custody cannot be verified after they leave our control, sales are generally final as described below.

1. Final-Sale Research Materials

Except where required by law or expressly stated in this Policy, we do not accept returns or exchanges after an order has shipped or been collected through local pickup. This applies even if a product remains unopened. Returned research materials cannot be placed back into inventory because we cannot verify their storage, handling, security, or chain of custody.

Final-sale restrictions include, without limitation:

• change of mind, duplicate purchases, or customer ordering errors;
• selection of the wrong product, labeled content, or vial quantity;
• failure to review product descriptions, research-use notices, or storage information;
• improper storage, handling, use, disposal, or unauthorized application after delivery or pickup;
• dissatisfaction with experimental results or suitability for a particular research protocol;
• minor packaging or label variations that do not affect the identified product or labeled quantity; and
• delays or circumstances outside our reasonable control, subject to applicable law.

2. Order Cancellations

Unpaid orders may be canceled without charge. A cancellation request submitted after payment but before fulfillment is not guaranteed. We process orders quickly and may be unable to stop packing, labeling, or shipment. Once an order has shipped or has been prepared and released for pickup, it is final except as otherwise provided in this Policy.

To request cancellation, contact support@imaginefirstlabs.com immediately with the order number. A cancellation is effective only after we confirm it in writing.

3. Damaged, Incorrect, Missing, or Defective Items

If an order arrives damaged, contains the wrong item or quantity, or appears to have a verified fulfillment defect, contact us within 48 hours after recorded delivery. Prompt notice allows us to document the condition and pursue carrier or fulfillment remedies. Failure to report promptly may limit available evidence, but does not eliminate rights that cannot be waived by law.

Your message must include:

• the order number and purchaser’s name;
• a clear description of the issue;
• clear photographs of the shipping box, shipping label, internal packaging, product, vial label, and visible damage; and
• any additional information reasonably needed to investigate.

Keep all packaging and affected products until we provide instructions. Do not discard, use, alter, open further, or return an affected product unless instructed. We may request additional photographs, carrier documentation, or return of an item where legally and safely appropriate.

4. Available Resolutions

After verification of a qualifying claim, we may provide an appropriate resolution such as replacement of the affected item, shipment of a missing item, store credit, or refund. The available resolution depends on the circumstances, inventory, carrier findings, applicable law, and whether replacement is reasonably possible.

We do not promise a refund when a replacement or other lawful remedy adequately resolves the verified issue. If we cancel an accepted order because an item is unavailable or cannot lawfully be fulfilled after cleared payment, we will provide the refund or other resolution required by applicable law.

5. Shipping Delays, Lost Packages, and Delivery Scans

Delivery dates are estimates and are not guaranteed. A carrier delay alone does not automatically qualify for a refund. If tracking does not update for an unreasonable period or a package appears lost in transit, contact us so we can review the shipment and, where appropriate, open a carrier inquiry.

For packages marked delivered but not located, first check the delivery area, household or business recipients, neighbors where appropriate, building management, and the carrier. We may require completion of carrier procedures, a written statement, or other documentation before determining a resolution. Theft or loss after confirmed delivery is not automatically refundable, except where required by law.

6. Incorrect or Undeliverable Addresses

You are responsible for providing a complete and accurate delivery address. Orders returned, delayed, lost, or delivered incorrectly because of customer-supplied address information do not automatically qualify for a refund or free replacement. If a package is returned to us and can lawfully and safely be reshipped, additional shipping charges may apply. We cannot guarantee address changes after an order enters fulfillment.

7. Local Pickup Orders

Local pickup requires advance confirmation. Inspect the external package and confirm the product name and quantity at pickup when reasonably possible. Once an order is released to the verified recipient, it is final except for a concealed qualifying issue reported within 48 hours or rights that cannot be waived by law. Failure to arrive at a requested time does not cancel the order; contact us to reschedule.

8. Unauthorized Returns

Do not mail, deliver, or attempt to return a product without prior written authorization and instructions from Imagine First. Unauthorized returns may be refused, cannot be placed back into inventory, and do not create a right to replacement, credit, or refund.

9. Zelle and Manual Refunds

Zelle payments are governed by the participating financial institutions’ terms. Zelle may provide limited cancellation or recovery options after funds are delivered. If Imagine First approves a refund, we will coordinate the refund using a lawful and reasonably available method after verification. Refund timing may depend on financial institutions and is outside our direct control. Never send banking passwords, PINs, or access codes.

10. Store Credit

Store credit, when offered, is issued to the identified customer and is subject to the terms disclosed at issuance. Unless required by law, store credit is not transferable, redeemable for cash, or replaceable if obtained or used through fraud or unauthorized account access.

11. Research-Use Restriction

All products are supplied exclusively for lawful laboratory research and development and are not intended for human or veterinary use, consumption, administration, diagnosis, treatment, cure, prevention of disease, or clinical use. A request based on prohibited, unauthorized, or unlawful use is not eligible for a remedy except to the extent required by law.

12. Abuse and Fraud

We may deny claims supported by altered evidence, materially false statements, product substitution, repeated abuse, prohibited use, or other fraud. We may restrict accounts or future service and preserve relevant records. Nothing in this section permits us to deny a valid right provided by applicable law.

13. Non-Waivable Rights

This Policy does not exclude or limit warranties, remedies, or consumer rights that cannot lawfully be excluded or limited. If a provision conflicts with applicable law, the legally required protection controls to that extent.

14. Related Policies

This Policy should be read together with our Shipping Policy, Terms of Service, and Privacy Policy.

15. Contact Us

Imagine First LLC
2934 E Garvey Ave S #250
West Covina, CA 91791
Email: support@imaginefirstlabs.com
Direct business: (310) 702-8169
Toll-free: (800) 496-0820