Refund policy
Heme Labs Return & Refund Policy
Effective Date: 1 July 2021
(This Policy forms an integral part of the Terms of Sale that govern every purchase made on hemelabs.com. By completing a transaction you, the “Purchaser,” acknowledge that you have read, understood, and agree to be bound by the provisions below in their entirety. If any portion of this Policy is unclear, please contact support@hemelabs.com for clarification prior to submitting payment.)
Scope, Definitions, and General Standard
Heme Labs formulates, packages, and distributes human- and canine-nutrition products manufactured in FDA-registered, cGMP-certified facilities. Each unit leaves our warehouse in tamper-evident, safety-sealed packaging. Because the integrity, potency, and hygienic condition of dietary supplements cannot be guaranteed once a seal is compromised, all products whose factory seal has been removed, breached, punctured, or otherwise altered are deemed “Opened Goods” and are irrevocably classified as Final Sale. Opened Goods are ineligible for refund, replacement, exchange, store credit, or any other form of financial redress, irrespective of the quantity consumed or retained. This strict standard, which aligns with FDA guidance on adulteration risk, is non-negotiable and uniformly enforced.
Reporting of Transit Damage or Concealed Defect
All merchandise is fully inspected and documented prior to hand-off to the carrier. Title and risk of loss pass to the Purchaser upon delivery to the carrier; however, Heme Labs voluntarily extends the following limited remedy for transit damage: If, and only if, the Purchaser emails a damage notice to support@hemelabs.com within forty-eight (48) hours of the carrier-confirmed delivery timestamp and furnishes (a) unaltered, high-resolution photographs or video clearly showing damage to the exterior shipping carton; (b) clear imagery of each affected unit with its tamper seal and lot/expiry code visible; and (c) the original packing slip or order confirmation, Heme Labs will, at the Purchaser’s election and subject to inventory availability, either dispatch one (1) identical replacement unit to the original delivery address at no additional cost or issue a refund of the purchase price of the damaged merchandise. Failure to report within the forty-eight-hour window, or failure to supply the required evidence, voids this remedy and shifts any recovery to the Purchaser’s claim against the carrier.
Return Authorization Requirement, Shipping Obligations, and Time Limits
No merchandise may be returned to Heme Labs without a written Return Authorization (“RA”) number issued by Customer Support. RAs are valid for ten (10) calendar days from issuance; returns received after expiration or without a visible RA on the outer carton will be refused and redirected to the sender at the sender’s expense. The Purchaser bears sole responsibility for return shipping costs, tracking, insurance, and ensuring the goods arrive factory-sealed, unused, undamaged, and in original packaging. Original outbound shipping charges, third-party insurance fees, taxes, customs duties, and other ancillary costs are non-refundable.
Receipt, Inspection, and Refund or Replacement Processing
Returned merchandise undergoes a two-tier quality-control inspection: (i) verification that the tamper-evident seal is intact and unaltered; (ii) confirmation that the lot/expiry code matches the original order. If, and only if, the unit passes both tiers and is received within thirty (30) days of carrier-confirmed delivery, Heme Labs will process either a refund to the original payment method or an identical replacement shipment, per the Purchaser’s documented preference. Refunds are initiated within seven (7) business days of inspection approval; bank processing times vary. Products that fail inspection are destroyed for safety, and no refund or replacement is issued.
5. Chargeback & Dispute Covenant
The Purchaser agrees to address any product concern or billing irregularity directly with Heme Labs prior to initiating a chargeback or external dispute. Filing a chargeback for circumstances expressly excluded by this Policy—such as dissatisfaction with Opened Goods, untimely damage claims, or buyer’s remorse—constitutes a breach of contract. Heme Labs will contest all unfounded chargebacks with full documentation and reserves the right to disable future purchasing privileges for accounts engaging in abusive or fraudulent disputes.
6. Governing Law and Venue
This Policy, and any claim or dispute arising from or relating to it, shall be governed by and construed solely in accordance with the laws of the State of Montana, without regard to its conflict-of-laws principles. The Purchaser irrevocably submits to the exclusive jurisdiction of the state or federal courts located in Flathead County, Montana, for the adjudication of any dispute, claim, or cause of action arising under or in connection with this Policy, and waives any objection based on forum non conveniens or improper venue.
7. Contact
Questions about returns, replacements, or any other facet of this Policy should be directed to admin@hemelabs.com Heme Labs — Adminstration and Compliance Department, . Prompt communication prior to purchase or immediately upon delivery is the most effective way to ensure a satisfactory resolution for all parties.
By clicking “Complete Order” you certify that you have read this Policy in full, understand its strict unopened-only return standard, and agree to be legally bound by its terms.