Refund Policy
all sales are final
if we sent the wrong item
to a free replacement if it never arrives
Start at Step 1 and take the branch that matches your situation. Where a remedy exists it is stated in full. Where none exists, that is stated too — we would rather be plain than leave you guessing.
What happened with your order?
Pick the one that fits. Each leads to a different answer.
All sales are final. We do not offer refunds. Our product team selects each formulation against current demand and interest, and by the time your order is placed the costs behind it are already committed. That is the trade that keeps our pricing where it is.
Go to Step 2. If it is genuinely a different product, we replace it free.
Go to Step 3.
Because sales are final, the responsibility sits with you before you buy. Read the description, the ingredients and the full product page. If anything is unclear, ask us first — we would far rather answer a question than have you receive something that was never right for you.
Is it a different product, or the one you ordered?
The test is identity, not impression. An incorrect item means what arrived is a completely different product from the one shown on our website.
You ordered the copper peptide hair formula and received an entirely different product.
You ordered a serum and received capsules.
You received the formula you ordered but feel it is not as strong as you expected.
You ordered a particular size and feel the bottle you received holds less.
We put everything a purchasing decision needs onto the product page — the concentration, the volume, the full ingredient list — precisely so nobody has to guess. If what arrived is the product you ordered, it is not an incorrect-item claim, even if it did not match the picture in your head.
If it is a different product, here is the claim
- Email us three photographs of what you received, taken from three different angles. These are what allow us to expedite your replacement, so please do not skip them.
- We raise a replacement at the same shipping speed you originally paid for. You do not pay again.
- Keep what was sent to you. Once a replacement is approved there is nothing to return.
Your order never arrived. What does tracking say?
This one question decides the outcome, so check before you write to us.
You get a free replacement, raised at the same shipping speed as your original order. Email us and we will set it up.
Not yet eligible. Check where you are in the delivery window on the shipping policy — most orders that look lost are still inside it.
Not covered by the free replacement. Contact your local post office first — a USPS or Canada Post page showing “delivered” means the carrier holds the delivery record, and they are the only party who can trace where it was left. Do tell us how you get on afterwards.
The whole policy, in one table
| Situation | Outcome |
|---|---|
| Change of mind | No refund |
| Completely different product sent | Free replacement, nothing to return |
| Correct product, unmet expectation | Not covered |
| Not delivered, 30+ days | Free replacement |
| Tracking shows delivered | Not covered — contact your post office |
| Returns | Never required, never accepted |
Email us with your order number, the address you checked out with, and your photographs if there is something to see.
support@atomcule.comShipping policy • Track your order • Contact
Theo Bergman — Customer Care Lead, atomcule®