Refunds & Returns

1. All sales are final

Due to contamination risk, chain-of-custody requirements, storage variables, and the nature of research materials, orders are final once processing begins. We do not accept products back into inventory, including unopened products, and do not offer returns or exchanges for a change of mind, ordering the wrong product or strength, or deciding the product is no longer needed.

2. Damaged shipments

If a product arrives broken, leaking, visibly compromised, or materially damaged in transit, contact us within 48 hours of recorded delivery. Include your order number and clear photographs of:

• The outside shipping package and carrier label.
• All internal packaging.
• The damaged product, vial, label, seal, and contents.

Keep the package and all materials until the claim is resolved. Do not return or discard anything unless support instructs you to do so.

3. Incorrect or missing items

Report an incorrect product, strength, quantity, or missing item within 48 hours of delivery. Include the order number, a description of the issue, and photographs of the complete shipment and packing materials. We will compare the report with fulfillment records.

4. Resolution

For an approved claim, our standard remedy is replacement of the affected product or missing item at no additional product or standard-shipping charge. If an identical replacement is unavailable, we may offer a comparable replacement, store credit, or a refund of the affected product’s purchase price. Shipping charges are not refundable unless the error was ours or required by law.

5. Lost packages

Packages confirmed lost by the carrier may qualify for replacement after the carrier investigation is completed. Packages marked delivered are reviewed individually and may require a carrier claim, delivery-location verification, or police report when theft is suspected.

6. Address errors and refused packages

Orders lost, delayed, returned, or undeliverable because the customer supplied an incorrect or incomplete address do not automatically qualify for replacement or refund. Additional shipping charges may apply if a package can lawfully and safely be resent. Refusing delivery does not create a right to a refund.

7. Product specification concerns

If you believe a product does not match its stated identity, strength, or applicable batch documentation, stop using it in research and contact support with the order number, lot information, photographs, and a description of the concern. We may request additional information and will review the applicable records before determining a remedy.

8. Cancellations and subscriptions

Contact us immediately to request cancellation. An order cannot be canceled after it enters processing or fulfillment. When paid subscriptions become available, cancellation will stop future renewals but will not refund or cancel an order already charged or in processing.

9. How to submit a claim

Email support@bluegrassresearchlab.com with the subject “Order Issue — [order number].” Include your full name, order number, delivery date, explanation, and all required photographs. We aim to acknowledge complete claims within two business days.