Refund policy

Refunds, Returns & Cancellations

Effective when published. This version applies to orders placed on or after publication; earlier orders remain subject to the terms applicable when they were placed and applicable law.

Final sale for change of mind

Research materials are final sale for change-of-mind returns after shipment. We do not accept routine returns or exchanges for ordering the wrong product or quantity, no longer needing an item, or a change in research plans. Returned material cannot be assumed suitable for resale because its handling and storage history cannot be verified. This restriction does not apply to an accepted pre-shipment cancellation, an error or defect for which we are responsible, a qualifying delivery problem, or any refund or remedy required by law.

Cancellations before shipment

Email support@ethosbioscience.com with the subject “Cancel order” and your order number. We honor cancellation requests received at this address before the package is physically handed to the carrier. Printing a label does not by itself make an order non-cancellable. We refund the cancelled items, their applicable taxes, and the shipping charge if the entire order is cancelled. There is no cancellation or restocking fee. If only part of an order is cancelled, we also refund any shipping amount attributable to that cancelled portion.

After carrier handoff, an order cannot ordinarily be cancelled or recalled, and change-of-mind returns remain unavailable. Shipment-delay cancellation rights and other rights required by law remain available.

Damaged, incorrect, missing, or defective material

Contact support@ethosbioscience.com promptly. For visible damage, a wrong item, or missing contents, please report the problem within 7 calendar days after delivery when reasonably possible. Report a latent defect promptly after discovery, ideally within 7 calendar days of discovering it. These are requested reporting windows, not a waiver of rights or an automatic bar to a valid claim.

Include your order number; purchaser name and order email; product name, size, and quantity affected; lot or batch number if available; delivery or discovery date; description of the issue; and photographs of the label, packaging, and shipping label when available. If an item was not received, say so; a photograph or lot number of a missing item is not required. Do not send full card numbers, passwords, or unrelated sensitive information.

Do not use material suspected to be incorrect, damaged, or defective. Retain it and its packaging pending instructions. Missing photographs or a missing lot number do not automatically invalidate a claim. We may request reasonable additional information to investigate.

How we resolve a claim

When a seller error, qualifying defect, or covered delivery loss is confirmed, we provide an appropriate replacement at no additional cost or a refund, subject to applicable law and your non-waivable rights. Where a refund is legally required, we do not force store credit or a replacement instead. Refunds include the affected item price, applicable taxes, and shipping charges attributable to the affected item when appropriate or required. We cover any necessary authorized return shipping for an error or defect for which we are responsible. A return or carrier claim will not be used to postpone a refund beyond a legally required deadline.

Contact us before sending anything back. We provide written return, retention, or disposal instructions appropriate to the material; do not mail research materials to an address found elsewhere on the website. A replacement, refund, or disposal instruction does not authorize human or veterinary use.

Refund timing and method

We aim to respond to support requests within 1 business day. We initiate approved refunds within 5 business days after approval. A legal refund deadline runs from the event specified by law, not from our internal approval date; we issue legally required refunds within that deadline even if an investigation is incomplete. For shipment-delay cancellations covered by the FTC order rule, our standard is to initiate the required refund no later than 7 working days after the right to a refund arises, or sooner when required.

Refunds go to the original payment method where possible. If that method is unavailable, we arrange a lawful alternative without extending an applicable refund deadline. Your bank or payment provider may take additional time to display the credit; contact us if you need the refund reference.

Research outcomes and legal rights

A subjective research outcome alone does not establish that material is defective. This does not excuse a failure to meet an express specification or any legal obligation. Nothing in this policy excludes non-waivable rights concerning defective or misdescribed goods, undelivered orders, payment disputes, recalls, or other mandatory remedies. Contacting us first is encouraged, not a condition of exercising those rights. Contact: support@ethosbioscience.com.