Returns & refunds
Returns and refunds (draft)
The shape of how a return or refund would work, once orders exist.
Scope
There is no live checkout today, so nothing has been sold and nothing can be returned. This page records the structure the operator, counsel, and the accountant still need to complete before it can govern a real order.
Return window
How many days after delivery a customer could request a return: TBC — Return window, in days (awaiting operator)
Who pays return carriage
Whether the customer or Halden Labs pays to ship an item back, and under what circumstances that responsibility shifts (e.g. a seller error): TBC — Who pays return carriage, and when that shifts (awaiting operator)
Condition required for a return
The general shape: an eligible return would need to be in its original, unopened, unused condition. The exact packaging, sealing, and handling requirements this depends on, and any items excluded from return entirely for handling or safety reasons: TBC — Exact return-condition requirements and any non-returnable item categories (awaiting operator)
Refund method and timing
How a refund would be issued (original payment method, store credit, or otherwise) and how long it would take to reach the customer: TBC — Refund method and processing time (awaiting accountant)
Damaged or incorrect orders
The process for an order that arrives damaged or wrong, and any evidence a customer would be asked to provide: TBC — Damaged/incorrect-order remedy process (awaiting operator)
Research-use condition of return
For laboratory research use only. Not for human or veterinary use. Any return or refund process under this policy relates only to the sale of a research-use product; it makes no claim about use, benefit, or effect.
Related policies
Read alongside the draft terms of sale and shipping and dispatch policy, both also drafts and not in force.
