Refund and Returns Policy

1. General Policy

Research Materials require controlled handling, documented identity, seal integrity, appropriate storage, and an uninterrupted chain of custody.

Once a product leaves Brightline Scientific’s controlled fulfillment environment, we cannot verify how it was transported, stored, opened, handled, exposed, altered, contaminated, or maintained. For that reason, all product sales are generally final once released for shipment.

2. No Returns of Shipped Research Materials

Brightline Scientific does not accept returns of Research Materials after shipment, including unopened products, unless Brightline Scientific expressly authorizes the return in writing.

A product may not be returned or restocked after it has left the controlled fulfillment environment because its identity, integrity, storage history, temperature exposure, contamination status, and chain of custody can no longer be independently verified.

3. Broken, Removed, or Compromised Seals

Products with a broken, removed, punctured, altered, damaged, or compromised seal are not eligible for return, exchange, replacement, or refund, except where Brightline Scientific confirms that the issue existed before delivery or applicable law requires otherwise.

4. Cancellations Before Shipment

Cancellation requests must be submitted promptly. An order may be canceled only if it has not been processed, allocated, packed, labeled, transferred to fulfillment, or released to the carrier.

Approved cancellations may be reduced by nonrefundable payment fees, bank fees, wire fees, special-order costs, documentation costs, or other expenses already incurred.

5. Damaged, Incorrect, or Missing Items

Contact Brightline Scientific within 48 hours of confirmed delivery if:

• The wrong product was shipped.
• An item is missing.
• The product container or seal appears damaged on arrival.
• The outer package shows material transit damage.

Provide the order number and clear photographs of the shipping label, outer packaging, internal packaging, product label, seal, vial or container, and damage.

Do not discard packaging or product while the claim is under review.

6. Review and Available Remedies

Brightline Scientific will review timely, documented claims individually. Depending on the circumstances, available remedies may include replacement, store credit, partial refund, full refund, carrier claim assistance, or denial of the claim.

Brightline Scientific may require return, inspection, additional photographs, written statements, carrier records, or other evidence before approving a remedy.

No replacement or refund is guaranteed until review is completed.

7. Temperature Concerns

Temperature concerns are reviewed only when the order included a confirmed temperature-controlled or cold-shipping service with stated handling terms, or when Brightline Scientific determines that a material shipping failure occurred.

A warm or thawed cold pack, by itself, does not establish product damage, loss of identity, or loss of suitability.

Customers are responsible for promptly retrieving, inspecting, and storing deliveries.

8. Customer Error and Nonreturnable Situations

Refunds, returns, or replacements are generally not available for:

• Incorrect products or quantities ordered by the customer.
• Incorrect or incomplete shipping information.
• Delivery refusal or failure to retrieve the package.
• Confirmed delivery followed by theft, loss, or exposure.
• Delays outside Brightline Scientific’s reasonable control.
• Buyer’s remorse or change of research plans.
• Failure to review product information or documentation.
• Improper storage, handling, contamination, alteration, transfer, or disposal.
• Broken or compromised seals after delivery.
• Incompatibility with a customer’s study, method, equipment, expectations, or desired result.
• Requests based on human or veterinary use, administration, dosing, treatment, or adverse effects.
• Products obtained through unauthorized resale or transfer.

9. Payment Reversals and Chargebacks

Customers agree to contact Brightline Scientific promptly and allow a reasonable opportunity to review and resolve an order issue before initiating a payment dispute or chargeback.

Fraudulent, abusive, or knowingly inaccurate chargebacks may result in account termination, collection activity, reporting to payment or fraud-prevention services, recovery of fees and costs, and other lawful remedies.

Nothing in this section limits rights that cannot legally be waived.

10. Refund Method and Timing

Approved refunds are generally issued to the original payment method where practical. Bank, ACH, or wire refunds may require verification and may be reduced by nonrefundable third-party fees where permitted.

Processing time depends on the payment provider and financial institution. Brightline Scientific does not control the time required for a financial institution to post a refund.

11. How to Report an Issue

Email contact@brightlinescientific.com within the applicable reporting period and include:

• Order number.
• Name and contact information.
• Description of the issue.
• Photographs and supporting documentation.
• Whether the package and product remain unopened and secured.

Use the subject line "Order Issue" followed by the order number.