Customer Complaint & Product Issue Policy

We take product and order issues seriously. This policy explains how customers can report problems and how we handle reports. Internal complaint-tracking and escalation procedures are maintained separately by our team and are not part of this public policy.

• Email contact@aethelonresearch.com with a description of the issue.
• Include your order number so we can locate the order quickly.
• Attach clear photos of the product and packaging where the issue is visible (for example, damage in transit).
• Include the batch or lot information from the product label for product-quality concerns.

• Damaged shipments.
• Incorrect orders (wrong or missing items).
• Product-quality concerns.
• Packaging issues.
• Shipping issues, including lost or delayed packages.
• Website problems, such as errors during checkout.
• Any other customer complaint related to our products or service.

We acknowledge reports, typically within 1-2 business days. [UPDATE TARGET RESPONSE TIMES HERE IF BUSINESS PRACTICES CHANGE.] Damaged, incorrect, and defective-item claims are handled under our Returns & Refund Policy. Shipping issues are handled under our Shipping Policy. For other complaints, we will work with you to understand and resolve the issue.

For product-quality concerns, we may ask for batch-specific documentation, such as the Certificate of Analysis provided with the order, so the concern can be investigated properly. Where a concern is substantiated, we arrange a replacement or refund under our Returns & Refund Policy and document the issue internally.

We maintain internal records of complaints, their status, and their resolution. These records support quality control and continuous improvement. Internal administrative procedures are maintained separately and are not published on this website.

Reports and questions can be directed to Aethelon Biosciences at contact@aethelonresearch.com. Our customer service team is available 24/7, 365 days a year.