01 Purpose

This Chargeback Policy (“Policy”) establishes the terms, procedures, and consequences related to chargeback disputes initiated by customers through their banks, credit card issuers, or payment processors against purchases made from Southern Aminos LLC (“Southern Aminos,” “we,” “us,” or “our”).

This Policy is designed to protect both Southern Aminos and our customers by ensuring that chargebacks are handled fairly, that evidence is thoroughly evaluated, and that the dispute resolution process is transparent and consistent. By placing an order, you acknowledge that you have read and agree to this Policy.

02 What Is a Chargeback?

A chargeback is a formal dispute initiated by a cardholder through their bank or credit card issuer that reverses a previously completed transaction. Unlike a refund—which is processed directly by the merchant—a chargeback is processed through the cardholder’s financial institution and involves a formal dispute resolution process governed by card network rules (Visa, Mastercard, American Express, etc.).

Chargebacks are subject to specific reason codes defined by the card networks. Each reason code corresponds to a particular type of dispute. Southern Aminos evaluates and responds to all chargebacks based on the applicable reason code and the evidence available.

03 Pre-Dispute Resolution Requirement

Southern Aminos requires all customers to attempt direct resolution with our support team before initiating a chargeback. This requirement is consistent with card network guidelines that encourage cardholder-merchant communication prior to formal dispute filing.

3.1 How to Request Resolution

1. Contact Support: Email cs@southenaminos.com with your order number and a detailed description of the issue.
2. Acknowledge Receipt: Our support team will acknowledge your inquiry within 24–48 business hours.
3. Provide Evidence: Submit any supporting documentation requested (photos, videos, delivery confirmation, etc.).
4. Allow Processing Time: Permit 5–10 business days for our team to investigate and resolve the issue.
5. Receive Resolution: You will be notified of the outcome via email. Approved resolutions may include a refund, replacement, or other appropriate remedy.

3.2 When Pre-Dispute Contact Is Not Required

Pre-dispute contact is not required in the following limited circumstances:

• The transaction is confirmed as unauthorized fraud (you did not place the order and your payment credentials were compromised).
• Southern Aminos has ceased operations and is unreachable through all communication channels for 30+ days.
• The chargeback is initiated under a legal directive or court order.

04 Valid Chargeback Grounds

Southern Aminos acknowledges that chargebacks may be appropriate in certain circumstances, provided the customer has complied with the Pre-Dispute Resolution Requirement:

05 Invalid Chargeback Grounds

The following scenarios do not constitute valid grounds for a chargeback. Disputes filed for these reasons will be contested and may result in permanent account termination:

• Buyer’s remorse or change of mind — You no longer want the product after receiving it
• Product opened, used, or consumed — You used the product and then filed a dispute claiming dissatisfaction
• Disagreement with Research Use Only Policy — You disagree with the research-only classification after purchase
• Non-refundable charges dispute — Disputing shipping, protection, or processing fees clearly stated as non-refundable
• Order entered fulfillment — You requested cancellation after the order entered fulfillment and could not be cancelled
• Shipping delay within stated timeframe — The order arrived within the estimated window but later than expected
• Refused delivery without authorization — You refused the package without prior approval from Southern Aminos
• Incorrect address provided by customer — The package was delivered to the address you provided at checkout
• Stolen package without police report — You claim theft but did not file a police report
• “Friendly fraud” — You received the product in good condition but filed a chargeback claiming you did not

06 Chargeback Filing Process

6.1 Customer Files Chargeback

The customer contacts their bank or credit card issuer and initiates a formal dispute. The bank assigns a reason code and temporarily credits the customer’s account while the dispute is investigated. At this point, the customer’s account with Southern Aminos is immediately suspended.

6.2 Southern Aminos Prepares Response

We compile and submit evidence to the payment processor within the required timeframe (typically 7–30 days). Evidence may include:

• Order confirmation and transaction records
• Shipping confirmation, carrier tracking data, and proof of delivery
• Customer communication records and support ticket history
• Website terms and conditions acknowledged at checkout
• IP address, device fingerprinting, and AVS/CVV match data

6.3 Bank Evaluates and Rules

The customer’s bank reviews evidence from both parties and makes a determination (typically 30–90 days). The chargeback is either upheld (customer keeps the credit) or reversed (funds returned to Southern Aminos).

07 Outcomes & Account Consequences

08 Fraudulent Chargebacks & Friendly Fraud

Southern Aminos treats fraudulent chargebacks (friendly fraud) with the utmost seriousness. This occurs when a customer files a chargeback for a transaction they authorized and for which they received the goods in the agreed-upon condition.

8.1 Consequences of Friendly Fraud

• Immediate permanent account termination — No exceptions
• Full evidence submission to the bank — Including delivery proof, IP logs, device data
• Reporting to fraud prevention databases
• Legal action — Southern Aminos reserves the right to pursue civil remedies for chargeback fraud
• Law enforcement referral — Confirmed fraud may be reported to the IC3 and relevant authorities

09 Account Restriction List

Southern Aminos maintains an internal Account Restriction List for customers terminated due to chargeback violations. Customers on this list are:

• Permanently prohibited from creating new accounts or placing orders
• Blocked at multiple levels — Name, billing/shipping address, email, phone, IP address, and device fingerprint
• Shared with partners — Information may be shared with affiliated businesses and fraud prevention networks
• Subject to order cancellation — New orders linked to a restricted customer will be cancelled

10 Policy Updates

Southern Aminos reserves the right to modify, update, or replace this Policy at any time without prior notice. Changes become effective immediately upon publication on our website. The most current version is always available at southernaminos.com/chargeback-policy.

Continued use of the Southern Aminos website or placement of new orders after any Policy update constitutes acceptance of the revised terms.

11 Final Agreement

This Chargeback Policy, together with the Southern Aminos Terms & Conditions, Refund Policy, Research Use Only Policy, and Privacy Policy, constitutes the complete and exclusive agreement between Southern Aminos and the customer regarding chargeback disputes.