This Returns & Refunds Policy explains the limited circumstances in which COAST LABS accepts returns or issues refunds. It is part of, and incorporated into, our Terms of Service.

1. All sales are final

All sales of research products are final. COAST LABS does not accept returns, exchanges, or refunds on any product once it has shipped, except in the limited circumstances set out in Section 3 below.

By placing an order — and by checking the order-confirmation acknowledgment at checkout — you acknowledge and agree to this no-returns policy.

2. Why we cannot accept returns

Our products are Research Use Only (RUO) chemicals supplied for in-vitro laboratory research. Once a product leaves our chain of custody, the chain of custody is broken. We cannot verify how a returned product was stored, handled, or whether it was tampered with, opened, or contaminated in transit. Re-introducing a returned RUO product into inventory would compromise the integrity of every subsequent shipment to other researchers. For these reasons, we cannot accept the return of any product once it has shipped, even if the outer packaging appears unopened on receipt.

This standard is consistent with chain-of-custody practices across the research-chemical and laboratory-supply industry.

3. Limited exceptions

We will work with you to make it right in the following narrowly defined circumstances. Contact support@coastlabs.ai with your order number, photos, and a description of the issue within seven (7) days of the carrier's delivery scan.

a. Shipping damage

If the package arrives visibly damaged or the inner packaging is broken on arrival:

• Keep all packaging, including the outer box, void-fill, and any damaged contents.
• Photograph the damage immediately, before discarding anything.
• Email support@coastlabs.ai within seven (7) days of delivery with the order number, photos, and a brief description.

We will work with the carrier to resolve the claim. Where damage clearly occurred in transit and is confirmed by carrier inspection, we may, at our discretion, re-ship the affected items at no cost to you or issue a refund for the damaged portion of the order.

b. Order errors caused by us

If we shipped the wrong product, the wrong quantity, or omitted an item from your order:

• Email support@coastlabs.ai within seven (7) days of delivery with the order number and photos of what you received versus what was on the packing slip.
• We will correct the order at no cost to you — either by shipping the missing or correct item, or by issuing a refund or store credit for the affected portion of the order, at your option.

You may be asked to return the incorrectly shipped product using a prepaid carrier label we provide. The incorrectly shipped product remains the property of COAST LABS until returned or otherwise disposed of per our written instruction.

c. Dead-on-arrival defective product

If a product arrives with a visible defect that materially compromises its research utility (e.g., contamination visible to the naked eye, broken vial, no lyophilized cake present in a vial where one should be):

• Photograph the product in its original packaging immediately on receipt.
• Email support@coastlabs.ai within seven (7) days of delivery with the order number, photos, and a description of the defect.
• Do not open, dilute, or attempt to reconstitute the product before contacting us.

Confirmed DOA defects are eligible for replacement at no cost to you or for a refund of the affected portion of the order, at our discretion.

4. What is not eligible for refund

The following are not eligible for return, replacement, or refund:

• Buyer's remorse, change of mind, or change of research direction
• Product that has been opened, diluted, reconstituted, transferred to a different container, or otherwise altered after delivery
• Allergic, biological, or other reactions experienced by any person who came into contact with the product, given that the product is sold strictly for in-vitro research and is not for human consumption
• Lack of expected research result, yield, or effect
• Failure to comply with our handling, storage, or RUO eligibility requirements
• Reports made more than seven (7) days after the carrier's delivery scan
• Orders shipped to a forwarder, re-shipper, or third-party logistics address
• Orders cancelled because of carrier delays, weather, force majeure, or customs holds (see Shipping Policy §3)
• Any product purchased from a third-party reseller (we only honor warranty claims for products purchased directly from https://coastlabs.ai)

5. Cancellations

You may request to cancel an order before it enters processing. Email support@coastlabs.ai immediately after placing the order with your order number and the subject line "Cancellation Request."

• If your order has not yet entered processing, we will cancel and refund in full.
• If your order has entered processing but has not yet shipped, we may, at our discretion, cancel and refund minus a processing fee equal to the actual payment-processor fee charged on the order (typically 3.5%–7% depending on processor).
• Once an order has shipped, it cannot be cancelled. See Sections 1–3.

6. Order refusal at delivery

Refusing a package on delivery does not entitle you to a refund. Refused packages that return to us are treated the same as orders cancelled after shipping (Section 1) and are not refundable.

If a package returns to us as undeliverable because of an incorrect or invalid address you provided, we will refund the product cost minus original outbound shipping cost and a $15 handling fee, or re-ship to a corrected address at your expense.

7. Chargebacks

If you believe an order was charged in error, contact us first at support@coastlabs.ai. We resolve the overwhelming majority of billing disputes within five (5) business days.

Filing a chargeback without first contacting us — particularly on an order with a delivered shipping confirmation, a signed proof of delivery, and the documented RUO and age affirmations from checkout — may be defended with the documentation associated with your order, including the IP address, timestamp, and user-agent recorded at order placement. Repeated chargeback abuse is grounds for account termination, blacklist from future orders, and where authorized by law, civil recovery of the chargeback fee, the cost of return shipping, and our reasonable attorney's fees.

8. Refund timing

Approved refunds are issued to the original payment method within five (5) business days of approval. Depending on your card issuer, the refund may take an additional 5–10 business days to appear on your statement.

9. Contact

All return, refund, and cancellation requests:

Coast Labs LLC · Customer Service · support@coastlabs.ai

Please include your order number and the subject line that matches your request type (e.g., "Damage Claim", "Order Error", "DOA Claim", "Cancellation Request").