Home / Refund policy
Last updated 28 August 2026
Full refund any time before analysis begins. After that the remedy is another measurement, not your money back — because you are paying for a measurement, not for a particular answer.
Testing is a service, not a product. Once analysis has run, the work is done and the result is the result. That shapes everything below, and we would rather set it out plainly than leave you to discover it after something has gone wrong.
Full refund, no questions. If you change your mind before your sample arrives, write to hello@veriphase.ca quoting your order number and we will refund the whole amount. Nothing has been spent yet.
No refund. Instrument time, calibration standards and analyst time are consumed once a run starts, and they are consumed whatever the result turns out to be.
The one that matters
We do not refund unfavourable results. If your vial contains the wrong compound, less peptide than the label claims, or fails on purity, that is the analysis working. It is what you paid for.
A testing service that refunded bad news would be selling reassurance rather than measurement, and every certificate it issued would be worth less for it.
| What happened | What we do |
|---|---|
| Sample arrives broken or leaked | We tell you before anything is run. Send a replacement and we test it at no extra charge, or take a full refund. |
| Not enough material to analyze | We tell you before anything is run. Send more, or take a full refund. |
| Analysis cannot produce a result | We re-run it once at no charge. If the second attempt also fails, full refund. |
| We lose or damage your sample | Full refund. We cannot replace the material and will not pretend otherwise. |
| Turnaround materially overruns | We tell you what happened and when to expect the result. Delay alone is not grounds for a refund. |
Tell us. Analytical work is done by people and instruments, and neither is infallible.
Write within 60 days of receiving your certificate, quoting your order number and what specifically you are questioning. We will look at the raw data behind the figure you are asking about, and tell you what we find.
Where enough sample remains and re-analysis could reasonably settle the question, we will re-run it at no charge. That is the remedy. You get an answer rather than your money back, and a second measurement is worth more to you than a refund is.
A refund arises only where we conclude the original result was wrong and no sample remains to re-run. That is rare, and it is the only route from a disputed result to money back.
What this is not is an automatic refund because a result was unwelcome. A disagreement with a finding is not by itself evidence that the finding was mistaken, and we will say so if that is what we conclude.
Samples lost in the post. Our responsibility begins when your parcel arrives. Before that it is between you and the carrier, which is why we recommend a tracked service. If a parcel never arrives we will confirm that in writing so you can claim against the carrier.
Samples we cannot accept. If you send something we are not equipped or permitted to handle, we will refund you in full less any return postage, and tell you why.
Email hello@veriphase.ca with your order number. Refunds go back to the original payment method, usually within five to ten business days depending on your bank.
If you paid by Interac e-Transfer, the refund is sent back the same way, to the address the payment came from. We may ask you to confirm that address before sending it. We do not require a reason for pre-analysis cancellations.
Nothing here removes rights you have under Ontario's Consumer Protection Act, 2002 or other applicable Canadian law. Where this policy conflicts with a right you have by statute, the statute wins.