Last updated: [EFFECTIVE DATE]
We want every order to arrive right. Because our products are laboratory materials and we can’t verify how an item was stored once it leaves our hands, all sales are final.
No returns
- We do not accept returns or exchanges, including sealed or unopened products. This protects the integrity of products for all customers.
- If something is wrong with your order, the damage and incorrect-item process below applies.
Damaged, defective, or incorrect items
- Report damage, leaks, broken vials, or wrong items within 48 hours of delivery (as shown by carrier tracking).
- Email UsBacWaterCo@gmail.com and include the order number plus photos showing the item, the box it came in, and the shipping label.
- Once your claim is approved, we will send a replacement or issue a refund at no cost to you. We may ask you to send the damaged item back or dispose of it safely.
- Claims reported more than 48 hours after delivery may not be eligible.
Lost or stolen packages
If tracking shows a package as delivered but you didn’t receive it, contact us within [NUMBER] days of the delivery date. We’ll open a claim with the carrier and work with you on a resolution. We are not responsible for packages delivered to an incorrect address that the customer provided.
Refunds
- Approved refunds go to the original payment method within [NUMBER] business days after we approve a damage claim or cancel an order.
- Original shipping charges are non-refundable unless the problem was our error.
- Your bank may take a few additional days to post the refund.
Order cancellations
You can cancel an order at no charge if it has not shipped yet. Email us as soon as possible. Once an order ships, it can’t be cancelled or returned. We may cancel orders as described in our Terms of Service and Research Use Policy.
