Replacement and Refund Policy
Effective date: October 14, 2026
All sales are final for changes of mind. We do not accept routine returns of opened or unopened research materials. The exceptions below apply to damaged, incorrect, missing, cancelled or otherwise qualifying goods. Nothing in this policy limits rights that cannot lawfully be excluded.
Damaged, incorrect or missing items
If a delivered order contains damaged goods, the wrong product or size, or fewer items than ordered, contact support@truebondlabs.com within seven calendar days of delivery. Include your order number, a description of the problem and clear photographs of the affected goods, outer packaging and shipping label when available. Keep the goods and packaging while we review the issue.
For a confirmed damaged, incorrect or omitted item, we provide a replacement or the missing item and cover the cost of shipping it. This applies whether or not you purchased Shipping Protection. If a return is necessary, we will provide instructions and cover reasonable return shipping for the confirmed issue. Do not send materials back without instructions. We will identify the authorized return address and any necessary packaging instructions; the business contact address is not an automatic return authorization.
If the covered item cannot be replaced, we will refund its purchase price and applicable tax. We will also refund the shipping charge attributable to goods we cannot replace; if the entire order is affected, that includes the original shipping charge. Late notice does not remove any remedy required by law.
Missing packages and Shipping Protection
Contact us as soon as you discover a missing package. We may request tracking information, address confirmation or other reasonable supporting details. If you purchased Shipping Protection and the loss or theft is approved, we replace the affected goods and cover replacement shipping.
If a covered replacement is unavailable, we refund the affected goods and applicable tax, the shipping charge attributable to those goods, and the protection charge attributable to the unresolved covered loss. We do not pay twice for the same loss. Without Shipping Protection, we assist with the carrier investigation and assess the facts and applicable obligations; additional replacement is not automatically promised.
Cancellation and inability to fulfill
Email support@truebondlabs.com immediately to request cancellation. We will cancel an order that has not entered fulfillment if we can stop it in time. Once dispatched, cancellation is not guaranteed. A completed cancellation is confirmed by us; sending a request alone does not confirm cancellation.
If we cancel or cannot accept a paid order, we refund the cancelled goods and applicable tax, plus any shipping or protection charges that will not be used. If shipment is delayed, we provide the required delay notice and cancellation/refund option. An all-sales-final statement does not permit us to retain payment for goods we will not supply.
Quality or description concerns
Contact us promptly if you believe the supplied item, lot or documentation differs materially from what was ordered or advertised. Include the product, lot number and supporting information. We investigate separately from change-of-mind requests. If we confirm a supplied item does not meet its advertised identity, quantity or stated lot specification at delivery, we will replace it without additional shipping cost or refund the affected purchase price and applicable tax if replacement is unavailable, plus attributable shipping charges. Lack of a desired experimental result alone does not establish a product defect. Other remedies required by law remain available. Do not use or alter disputed material while awaiting instructions where doing so would prevent review.
How refunds are paid
We submit approved refunds within seven business days of approval, or sooner when required by law. For cancellation or shipment-delay refunds required by applicable law, the deadline runs from when your right to the refund arises, not from our later approval. Refunds go to the original payment method where available; if that is impossible, we arrange a lawful alternative. We send confirmation after submission. Posting time depends on the provider and financial institution. We do not require store credit instead of money owed or deduct a restocking fee from the remedies promised here.