We want to publicly address the recent concerns regarding certain MOTS-C labels, batch identification, COA matching, and reports involving reconstitution.
First, regarding the MOTS-C labeling issue: we are aware that certain previously shipped vials contained labeling information that created confusion when customers attempted to match their vial to the corresponding testing documentation. We understand why that would raise concerns. Customers should be able to clearly identify the batch they received and connect it to the appropriate COA and testing documentation.
We have reviewed the issue internally and have corrected the affected labeling on our current inventory. Newly shipped product is using the corrected labeling.
Unfortunately, once an order has already shipped, we cannot physically correct the label on that vial. For customers who received an affected MOTS-C vial and are uncomfortable with the labeling discrepancy, we have offered the option to return the affected product so that it can be replaced with one containing the corrected label.
We are also working to make the relationship between the vial batch information and the corresponding laboratory documentation as clear as possible. If a customer has a question about a specific vial, we encourage them to contact us with the batch information shown on the vial so that our team can provide the appropriate documentation and clarification.
We also want to separately address concerns involving reconstitution.
Southern Aminos supplies products strictly for laboratory and research use, and our policies regarding reconstituted products are disclosed prior to purchase. We do not automatically refund or replace a product solely because an issue is reported after reconstitution.
The reason for this policy is that once a vial has been opened and reconstituted, there are a number of variables outside of our control, including the material used for reconstitution, storage conditions, handling, temperature exposure, technique, and the condition of the materials being used.
A change in appearance after reconstitution therefore does not, by itself, establish that there was a problem with the original product.
That does not mean we dismiss legitimate concerns. When a customer reports something unusual, we review the available information, including the batch involved, applicable laboratory testing, photographs when available, and other relevant details. Where there is evidence of an issue involving the original product, we want to identify it and address it appropriately.
What we cannot do is automatically conclude that every post-reconstitution issue originated with the product when we cannot verify or control the conditions under which the vial was handled.
We recognize that trust depends on transparency, particularly when it comes to batch identification and laboratory testing. The labeling issue should have been clearer, and we have corrected it going forward.
For anyone who received an affected MOTS-C vial and would like clarification regarding the correct batch documentation, or would prefer to return the affected vial for a corrected replacement, please contact our customer service team directly.
We appreciate customers bringing legitimate concerns to our attention. Our goal is not to avoid questions, but to provide accurate information, correct issues when they occur, and continue improving the way we present batch and testing information to customers.
— Southern Aminos
