Refund & Return Policy
Last Updated: May 4, 2026
At Solstice Science LLC, we are committed to the quality and integrity of our research-grade compounds. Because our products are manufactured under strict quality control protocols and are intended exclusively for in vitro laboratory use, our refund and return policy reflects both the specialized nature of these products and the eligibility requirements of our customer base.
Please read this policy carefully before placing an order. By purchasing from us, you acknowledge and agree to the terms outlined below.
1. All Sales Are Final — General Policy
Due to the nature of research compounds — including temperature sensitivity, sterility requirements, and chain-of-custody integrity — all sales are final. We do not accept returns of any product once it has been shipped. This policy exists to protect the integrity of our products and the safety of our customers and the broader research community.
2. Eligibility for Refund or Replacement
Notwithstanding the general policy above, Solstice Science LLC will issue a refund or send a replacement in the following circumstances only:
- Product arrived visibly damaged: If your order arrives physically damaged (broken vial, compromised seal, or damaged packaging that may have affected product integrity), you must notify us within 48 hours of delivery.
- Incorrect product shipped: If you received a product that does not match your order confirmation, notify us within 72 hours of delivery.
- Product lost in transit: If your shipment is confirmed lost by the carrier and does not arrive within 10 business days of the expected delivery date, contact us to initiate a claim.
All eligible claims must be reported by emailing support@solsticescience.com with your order number, a clear description of the issue, and photographic documentation where applicable (e.g., damaged packaging or product).
3. What Is Not Eligible for Refund
The following situations are explicitly excluded from refund or replacement eligibility:
- Buyer’s remorse or change of mind after an order has shipped
- Orders where the customer provided an incorrect shipping address
- Products that were improperly stored by the customer after delivery (research compounds must be stored according to the specifications on each product label)
- Claims submitted more than 72 hours after confirmed delivery
- Orders where the customer fails to provide documentation to support the claim
- Dissatisfaction with results — all products are sold strictly for research use and we make no claims regarding outcomes
4. Refund Processing
Approved refunds will be processed to the original payment method within 5–10 business days of claim approval. You will receive an email confirmation once the refund has been initiated. Please note that processing times may vary depending on your bank or payment provider.
5. Replacements
Where applicable, we may offer a product replacement in lieu of a refund. Replacements are subject to product availability. If the product is out of stock at the time of the approved claim, a refund will be issued instead.
6. Order Cancellations
Order cancellations may be requested within 2 hours of placing your order, provided it has not yet been processed for fulfillment. To request a cancellation, email support@solsticescience.com immediately with your order number and the subject line “ORDER CANCELLATION.” We cannot guarantee cancellation for orders already in processing or fulfillment.
7. Contact
To initiate a claim or ask questions about this policy, please contact us at: support@solsticescience.com
Please include your order number and a brief description of the issue in your message. We aim to respond to all inquiries within 1–2 business days.