HMD Scientific LLC
Effective Date: [_August 25, 2026] | Version 1.0
ALL SALES ARE FINAL.
HMD Scientific does not accept returns, exchanges, or cancellations after an order is released to fulfillment, and does not issue refunds, except in the limited circumstances described in Section 3 of this Policy.
This Refund & Return Policy forms part of the Terms of Sale and Terms of Use and must be read with them and with the Shipping Policy. This Policy is the sole and exclusive statement of when a refund, replacement, or credit is available. No statement, page, email, or communication from HMD Scientific creates any refund, return, or exchange right beyond this Policy, and nothing in the Shipping Policy or the Chargeback & Complaint Policy creates any remedy beyond the remedies stated here.
Notice under California Civil Code § 1723: this Policy is conspicuously displayed at checkout, is printed on every receipt and order confirmation, and is available at all times at hmdscientific.com/refund-policy.
1. Why All Sales Are Final
Products are chemical reference materials whose identity, purity, and integrity depend on an unbroken chain of custody and on continuous storage under defined conditions. Once a Product leaves HMD Scientific’s control, we cannot verify how it was stored, handled, transported, opened, sampled, aliquoted, reconstituted, or exposed to temperature, light, moisture, or contaminants. A returned Product cannot be reintroduced into inventory without compromising the integrity of every other unit in that lot and the reliability of every downstream research use. For this reason no Product is eligible for restocking or resale after delivery, and all Products returned to us for any reason are documented and destroyed.
2. Cancellation Before Shipment
You may request cancellation by emailing support@hmdscientific.com with your order number. We will accommodate the request only if it reaches us before the order is released to fulfillment. Because orders placed before 12:00 p.m. Pacific Time ship the same business day, cancellation cannot be guaranteed. If cancellation is accommodated, the full amount charged — including shipping and handling — is refunded to the original payment method. Once an order is released, cancellation is not available and this Policy governs exclusively.
3. The Only Circumstances in Which a Remedy Is Available
A remedy is available only in the following four situations, and only where the claim is submitted within the applicable window in Section 4 with the evidence required by Section 5.
3.1 Damaged on arrival. The primary container is broken, cracked, leaking, or otherwise compromised on delivery.
3.2 Defective on arrival. The Product materially fails to conform to the identity or purity specifications stated on the certificate of analysis for the lot supplied, as determined by HMD Scientific’s review and, where HMD Scientific requests it, by retained-sample analysis.
3.3 Wrong item or missing item. The Product delivered is not the Product ordered, or an item shown on the packing slip is absent from the shipment.
3.4 Transit failure covered by the Reship Guarantee. The shipment is lost in transit, shows no tracking movement, or is marked delivered but not received, as described in Section 5 of the Shipping Policy.
No other circumstance gives rise to a remedy. In particular, no remedy is available for change of mind, ordering the wrong Product or quantity, no longer needing a Product, unsatisfactory experimental results, a Product’s unsuitability for Buyer’s method or application, a thawed cold pack absent damage to the primary container, degradation or contamination arising after delivery, or a Product that has been opened, sampled, aliquoted, reconstituted, relabeled, or transferred to any third party.
4. Claim Windows
These windows are identical to those in the Shipping Policy. No claim is accepted more than 30 calendar days after the ship date, regardless of circumstance.
| Situation | Report by |
|---|---|
| Damaged on arrival (3.1) | 5 business days from delivery scan |
| Defective on arrival (3.2) | 5 business days from delivery scan |
| Wrong or missing item (3.3) | 5 business days from delivery scan |
| Marked delivered, not received (3.4) | 7 calendar days from delivery scan |
| No tracking movement (3.4) | Reportable after 7 consecutive calendar days with no scan |
| Declared lost (3.4) | Automatic on the earlier of carrier trace closure or 15 calendar days from last scan |
A claim is “reported” when it is received at support@hmdscientific.com. Windows run from the carrier’s delivery scan timestamp, not from the date the package was opened.
5. Evidence Required
Every claim must include:
- Order number
- Lot identifier printed on the affected vial or container
- Photographs, taken before anything is discarded, of:
– the outer box on all sides, including all carrier and address labels
– the inner packaging as opened, including any insulated liner and cold packs
– the affected item, with the lot identifier legible
– the damage, breakage, or leakage, if applicable
– everything received alongside the packing slip, for a wrong or missing item claim - A written description of the issue
- For a delivered-but-not-received claim, the written confirmations required by Section 8.4 of the Shipping Policy
Retain the outer box, all inner packaging, and the affected items until the claim is closed. HMD Scientific may request return of the affected item at HMD Scientific’s expense using a prepaid label; where return is requested, the returned item is documented and destroyed and is never restocked. Claims without a lot identifier or without photographs cannot be processed.
6. Process and Timing
| Step | Timing |
|---|---|
| Acknowledgement of claim | 1 business day |
| Request for any missing evidence | 1 business day |
| Decision on a complete claim | 5 business days |
| Reship dispatched, if approved | Next business day after decision |
| Refund issued, if approved | 10 business days from approval — and in all cases within 30 days |
Submit claims to support@hmdscientific.com, subject line “Claim — Order #.”
7. Remedies
7.1 Remedy ladder. For an approved claim, HMD Scientific will, at its sole discretion:
- Reship the affected items at no charge to Buyer; or
- Where the Product is unavailable, discontinued, or cannot be reshipped to the destination, refund the amount paid for the affected items to the original payment method.
7.2 Scope of refund. A refund covers the Product price of the affected items only. Shipping and handling charges are not refundable, except where the entire order is affected or where HMD Scientific cancels the order.
7.3 Method. Refunds are issued only to the original payment method. HMD Scientific does not issue cash refunds, refunds to a different instrument, or refunds to a third party.
7.4 Bank posting. Once issued, a refund typically posts within 5–10 business days depending on the issuing bank. Posting time is controlled by the bank, not by HMD Scientific.
7.5 Exclusive remedy. The remedies in this Section 7 are Buyer’s sole and exclusive remedies for any damaged, defective, wrong, missing, lost, or undelivered Product, and are subject to the limitation of liability in Section 12 of the Terms.
8. Non-Returnable Conditions
No remedy is available, and any claim is void, where a Product has been:
- opened, unsealed, punctured, sampled, aliquoted, reconstituted, diluted, or otherwise used
- relabeled, repackaged, or removed from its original container
- transferred, resold, gifted, or given to any third party
- stored outside the storage conditions stated on the Product page and container label
- exposed to contamination, tampering, or an unverifiable chain of custody
- delivered more than 30 calendar days before the claim
- purchased in breach of Section 2 or Section 3 of the Terms, including any purchase for consumption or in-vivo use
9. How This Policy Interacts With the Reship Guarantee
The Order Protection & Reship Guarantee described in Section 5 of the Shipping Policy is a merchant guarantee, not insurance, and it does not create any refund right beyond this Policy. Its function is to give HMD Scientific a contractual obligation to reship in defined transit-failure situations even though risk of loss passed to Buyer on tender to the carrier under Section 8.2 of the Terms. Where the Reship Guarantee applies, the remedy is the remedy ladder in Section 7 of this Policy and nothing more. Where the Reship Guarantee does not apply — including the exclusions in Section 5.4 of the Shipping Policy — no remedy is available under this Policy either. The two documents are coextensive by design: there is exactly one set of claim windows, one evidence standard, and one remedy ladder across this Policy and the Shipping Policy.
10. Orders Refused or Cancelled by HMD Scientific
Where HMD Scientific refuses or cancels an order before shipment under Section 6.2 of the Terms, the full amount charged is refunded to the original payment method within 10 business days. No other remedy, and no explanation, is owed.
11. Returned and Undeliverable Packages
Packages returned to the fulfillment facility as undeliverable or refused are governed by Section 7 of the Shipping Policy, including the handling and disposal charge stated there. Those Products are destroyed and are not restocked.
12. Questions
support@hmdscientific.com — Monday–Friday, 9:00 a.m. to 5:00 p.m. Pacific Time.