Last reviewed: 1 September 2026
All sales are final. What that does and does not mean, what we will still put right, and how to raise a claim. Laboratory reagents are not ordinary consumer goods, and this policy is written around that.
The short version
All sales are final. We do not accept returns and we do not refund an order because it is no longer wanted, was ordered in error, or was ordered in the wrong quantity or presentation. Every order is quoted and confirmed with you before you pay, which is the point at which to change it.
If we got it wrong — the wrong item, a damaged parcel, something missing, a shipment lost in transit — we put it right at our cost, by replacing it. We refund only where we cannot supply at all, because keeping money for goods we never shipped is not a returns policy.
What we cannot accept back
Delivered materials cannot be returned for resale. Once a temperature-sensitive laboratory reagent leaves our control we have no chain of custody for it, no record of how it was stored, and no way to confirm it is still what its certificate of analysis says it is. Reselling it to another researcher would be dishonest. So we do not take it back, and it is destroyed rather than restocked.
This applies to all delivered materials, opened or unopened. It is not a restocking-fee arrangement — there is no version of it where the item goes back on the shelf.
It does not limit your rights where the goods are faulty, misdescribed, damaged or not what you ordered. Those are covered below, and nothing here affects rights you have under law that cannot be excluded.
What we will still put right
- Wrong item sent — replaced at our cost, with a prepaid return label for the incorrect item
- Item missing from the order — sent immediately
- Damaged in transit — replaced on receipt of photographs
- Lost in transit — replaced once the carrier claim resolves
- Materially not as described — replaced, or refunded if we cannot supply a correct replacement
- Documentation does not match the batch supplied — replaced with a lot whose analysis matches
- Order cancelled by us, or we cannot supply — refunded in full, including shipping. This is the one case where money goes back.
Time limits
Inspect your order on arrival and raise any claim within 7 days of delivery. Beyond that we can rarely evidence a claim with the carrier, and storage conditions after delivery become the determining factor.
Lost-parcel claims can be raised as soon as tracking has been static for 10 business days. See the Shipping Policy.
How to raise a claim
- Email lumabiowellness@gmail.com with your order number in the subject line
- Describe the problem, and state which items are affected
- Attach photographs — for damage, include the outer packaging as well as the contents
- Include the lot number printed on the vial where the claim concerns the material itself
We acknowledge claims within 2 business days. Do not discard damaged items or their packaging until the claim is settled — a carrier may require inspection.
Cancelling an order
You can cancel for a full refund at any point before dispatch. Email us as soon as you can — once a parcel is handed to the carrier we cannot recall it, and the order is then final.
We may cancel an order ourselves as described in our Research Use Policy and Terms and Conditions. A cancellation by us is always refunded in full.
How refunds are paid
In the limited cases above where a refund is due, it is returned by bank transfer or Zelle to the account the payment came from. We issue it within 5 business days of approving the claim. How long the money then takes to appear depends on your bank, typically 3–5 business days, and is outside our control.
Where a refund is partial, the calculation is set out in writing when we approve it.
Disputes and chargebacks
If something has gone wrong, contact us first. We would rather resolve it directly and we generally can, faster than a bank dispute runs.
Raising a chargeback without contacting us removes our opportunity to put it right. We will respond to the issuing bank with order records, delivery confirmation and correspondence. Where a chargeback is found to be unfounded, we may decline future orders from that account.
What this policy does not cover
- Results obtained in your own research — we supply materials, not outcomes
- Material degraded by storage or handling after delivery
- Any use of the material contrary to our Research Use Policy
- Shipments refused, delayed or seized by customs, or blocked by an import restriction in your country
- Orders delivered successfully to an address you entered incorrectly
Questions about a claim: lumabiowellness@gmail.com · Contact us