All sales are final. Because these are research compounds, we cannot verify how a product has been stored or handled after it leaves our facility, and we cannot restock returned items.
Exceptions
We will replace or refund at our discretion in the following limited cases:
1. We shipped the wrong item
If you received a different compound than what you ordered, contact us within five (5) days of delivery. We will send the correct item at no additional cost or refund the purchase price.
2. The item arrived damaged
If your package or vial is visibly damaged on arrival — broken seal, cracked vial, compromised labeling, or evidence of tampering — photograph it before opening further and contact us within five (5) days of delivery.
3. The item is materially out of specification
If independent testing demonstrates the lot falls outside the purity range listed on the Certificate of Analysis, contact us with documentation. We will replace the lot or refund the purchase price.
How to File a Claim
Email returns@basaltbio.com with:
- your order number (format: BB-2026-XXXXX);
- lot number printed on the vial;
- photographs of the product and packaging (for damage claims);
- a brief description of the issue.
We respond within two (2) business days. If your claim is approved, you will receive a prepaid shipping label for return (where relevant) and instructions for replacement or refund.
Refund Processing
Approved refunds are issued to the original payment method. Processing times:
- Credit/debit cards: 5–10 business days after approval;
- ACH transfers: 3–7 business days after approval;
- Cryptocurrency: refunded as a store credit of equivalent USD value. We do not refund in cryptocurrency due to volatility and transaction complexity.
Not Covered
We do not offer refunds or replacements for:
- change of mind or ordering in error;
- dissatisfaction with research results (research is inherently variable);
- products opened, reconstituted, or partially used;
- products damaged after delivery due to storage or handling;
- packages marked delivered by the carrier but missing (contact the carrier first; see Shipping);
- returns initiated more than 5 days after delivery;
- orders refused at delivery or returned to sender without prior authorization.
BEDROCK Rewards & Refunds
If you receive a refund on an order, BEDROCK points earned on that order will be removed from your account. If you used a promotional code or reward code on the refunded order, that code is consumed and cannot be re-issued.
Chargebacks
If you have an issue with an order, please contact us first so we can resolve it. Unauthorized chargebacks without first attempting to resolve through us may result in account suspension.
Questions
Contact returns@basaltbio.com with any questions.