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Vestrand Bioscience

DRAFT — requires review and approval by qualified legal counsel before launch. Not legal advice.

This page is a working template, not a final or authoritative legal document. Bracketed tokens such as {{LEGAL_ENTITY}} and {{GOVERNING_LAW_STATE}} are placeholders that must be completed, and every clause must be reviewed, edited, and approved by a licensed attorney in the operating jurisdiction before it is published or relied upon.

Policy · Draft template

Returns & Refunds Policy

Research materials are sensitive to handling and temperature, so our returns stance is limited. This policy explains when a return, replacement, or refund is available.

Effective date
{{EFFECTIVE_DATE}}
Last reviewed
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Version
Draft 0.1

All sales are final once shipped

Because product integrity depends on controlled storage and handling that we cannot verify once an item leaves our control, products are not returnable after they have shipped, except where an item is defective, damaged in transit, or incorrect. This term is disclosed here and is restated at checkout before you pay.

1. Scope

This Returns & Refunds Policy applies to products purchased from {{LEGAL_ENTITY}} (trading as “Vestrand Bioscience”) and forms part of our Terms of Service. It reflects the nature of the products as research materials whose usability depends on unbroken, controlled handling.

2. Non-returnable once shipped

Once an order has shipped, it cannot be returned for a refund based on change of mind, and opened, used, or temperature-excursed products cannot be returned or refunded under any circumstances, because their integrity and safety can no longer be assured. This limitation is disclosed before purchase and restated at checkout. The exceptions are set out in Section 4.

3. Cancellation before shipment

You may request cancellation of an order at any time before it ships by contacting {{SUPPORT_EMAIL}} with your order number. If the order has not yet entered fulfillment, we will cancel it and refund the amount charged to your original payment method. Once an order has entered fulfillment or shipped, it can no longer be canceled, and Section 2 applies.

4. Defective, damaged, or incorrect items

If you receive an item that is defective, was damaged in transit, or is not the item you ordered, contact {{SUPPORT_EMAIL}} within {{CLAIM_WINDOW}} (for example, 72 hours) of delivery, with:

  • your order number;
  • a description of the problem; and
  • clear photographs of the outer packaging, any cold-chain materials, the product, and its labeling.

We will review your claim and, where it is approved, provide a replacement or a refund of the affected item. Please retain the item and all packaging until the claim is resolved; do not discard it, as we may need it for the carrier claim. We may decline claims submitted after the window or without the documentation needed to verify them.

5. Non-delivery

If tracking shows your order was not delivered, or it is lost in transit, follow the process in our Shipping Policy. We will work with the carrier and, where appropriate, arrange a replacement or refund. Claims that the carrier confirms as delivered to the address you provided may not be eligible.

6. Refund method and timing

Approved refunds are issued to your original payment method through our payment processor ({{PAYMENT_PROCESSOR}}). After a refund is approved, it is typically initiated within {{REFUND_PROCESSING_TIME}} business days; the time for the funds to appear depends on your bank or card issuer. {{RESTOCKING_FEE_TERMS}} — any restocking fee, and who pays return shipping when a return is authorized, to be disclosed here (never applied without prior disclosure).

7. Our right to refuse or cancel and refund

We may refuse or cancel any order, before or after acceptance, and issue a refund at our discretion, including where we reasonably believe an order is intended for a prohibited use or would violate our policies or any law. This mechanism pairs with the order-acceptance terms in our Terms of Service.

8. Chargebacks

If you have a problem with an order, please contact us first so we can help — most issues are resolved quickly. Initiating a chargeback without contacting us may delay resolution. We reserve the right to contest chargebacks that are inconsistent with this policy and to provide the payment processor with order and delivery records.

9. Note on international withdrawal rights

[COUNSEL]: if sales to the EU or UK are ever enabled, the statutory distance-selling right of withdrawal (generally 14 days) applies and has only narrow exemptions; a blanket no-returns policy will not override it. This is one reason the current recommendation is United States sales only (see our Shipping Policy). {{EU_WITHDRAWAL_TERMS}}

10. Changes to this policy

We may update this policy; the effective date and version above show when it last changed. Questions may be directed to {{SUPPORT_EMAIL}}.