General policy

Due to the nature of research chemicals, storage requirements, and the need to maintain product integrity and prevent contamination, Torsena operates a strict return and refund policy.

Products that cannot be returned

All research chemical products shipped by Torsena cannot be returned once dispatched. This applies to all lyophilized compounds, regardless of whether the vial has been opened or remains sealed.

This policy exists because we cannot verify the storage conditions or handling of products once they have left our fulfillment facility. Accepting returns of research chemicals would compromise the integrity and safety of our supply chain.

In accordance with Article L221-28 of the French Consumer Code, research chemical products are exempt from the 14-day right of withdrawal (droit de rétractation). They constitute sealed goods that cannot be returned for reasons of health protection or hygiene once unsealed, and goods that are liable to deteriorate or expire rapidly.

When we issue refunds or replacements

Torsena will issue a full refund or replacement in the following circumstances.

Shipping damage — The product arrived visibly damaged due to carrier handling, with the original outer packaging compromised. Notify us within 48 hours of delivery with photographic evidence of the damage to both the outer packaging and the product as received. Claims received after the original packaging has been discarded cannot be processed.

Incorrect product — You received a product different from what you ordered. Contact us within 48 hours of delivery with your order number and a photograph of the product received.

Quality deficiency — The lyophilized product, in its sealed vial as received, does not conform to the specifications stated on the product page or Certificate of Analysis. Claims of quality deficiency must be supported by independent third-party analytical documentation from an accredited testing laboratory (HPLC or mass spectrometry analysis on the unreconstituted compound), submitted within 30 days of delivery.

Not covered: Issues arising after the vial seal has been broken or after reconstitution, including but not limited to cloudiness, discoloration, contamination, precipitation, or potency degradation. Once the seal is broken, the storage, handling, reconstitution solvent quality, and aseptic technique become the responsibility of the purchaser.

How to request a refund or replacement

Contact us at info@torsena.com with:

• Your order number
• A description of the issue
• Photographic evidence (for damage, incorrect product, or compromised seal)
• Independent analytical documentation (for quality deficiency claims)

We will review your request within 5 business days and respond with our determination. If a refund is approved, it will be processed to the original payment method within 10 business days.

Cancelled orders

Orders may be cancelled free of charge if you contact us before the order has been dispatched. Once an order has been handed to the carrier, it cannot be cancelled and the return policy above applies.

Non-delivery

If your order has not arrived within 14 business days of the estimated delivery date (for EU shipments) or 30 business days (for international shipments), contact us with your order number. We will investigate with the carrier and, if the shipment is confirmed lost, issue a full refund or reship the order at no additional cost.

Cryptocurrency payments

For orders paid via cryptocurrency, refunds are issued in USDT to a wallet address provided by the customer. Refunds are processed at 1:1 USDT value of the original transaction (the EUR-equivalent amount paid, converted to USDT). Network fees for the refund transaction are deducted from the refund amount. Refunds cannot be issued to volatile cryptocurrencies (BTC, ETH, etc.) due to exchange rate fluctuations between the original purchase and the refund date.

Last updated: April 29, 2026