Effective Date: January 1, 2025
Lonestar Research (“Company,” “we,” “us,” or “our”), a division of Lonestar Services, LLC, maintains this Refunds and Cancellation Policy (“Policy”) to govern transactions involving Research Use Only (RUO) products. All customers (“Labs”) engaging with our services must comply with this Policy, in addition to our Terms of Service, Research Use and Confidentiality Agreement, and Privacy Policy. This Policy is designed to ensure clarity, compliance with RUO standards, and adherence to all applicable laws and regulations.
1. Refund Policy
1.1 No Refunds on Temperature-Sensitive Products
Due to the highly specialized nature of RUO products, including chemicals in lyophilized or reconstituted form, we do not accept returns or issue refunds for temperature-sensitive items. This ensures product integrity and compliance with strict handling and storage requirements. Labs are solely responsible for verifying their order accuracy prior to purchase.
1.2 Non-Temperature-Sensitive Items
Refunds for non-temperature-sensitive items may be requested within seven (7) days of delivery, provided:
- The product remains unopened and unused in its original packaging.
- The Lab provides proof that the product was stored in accordance with the conditions outlined in our Shipping Policy.
Approved refunds will be processed as a credit to the original payment method, less any applicable restocking fees.
1.3 Return Shipping Costs
For approved returns, Labs are solely responsible for all return shipping costs. The Company is not liable for returns lost or damaged during transit. Labs must use a trackable shipping method and ensure proper packaging to maintain product integrity.
1.4 Exclusions from Refunds
Refunds will not be issued for:
- Products ordered in error by the Lab.
- Products rendered unusable due to improper storage, handling, or shipment by the Lab.
- Items flagged for potential misuse, including suspected non-research applications.
2. Cancellation Policy
2.1 Cancellations Before Shipment
Labs may request to cancel an order prior to shipment. Requests must be submitted via email to support@lonestarlab.org or SMS at (512) 222-8436. Approval is contingent on the order’s shipping status.
2.2 Cancellations of Reconstituted Products
Orders involving reconstituted products are non-cancellable once the reconstitution process begins, in accordance with our Terms of Service and Shipping Policy. This ensures product sterility and integrity, which are paramount to RUO compliance.
2.3 Restocking Fees for Cancellation
For cancellations approved after packaging but before shipment, a restocking fee of 15% of the order total will apply to cover administrative and handling costs.
3. Conditions for Refund or Cancellation Denial
The Company reserves the right to deny refund or cancellation requests if:
- The Lab fails to provide documentation demonstrating compliance with RUO standards.
- There is evidence of improper storage, handling, or misuse of the product after delivery.
- The Lab has previously violated our Research Use and Confidentiality Agreement or Terms of Service.
Denials are final and non-negotiable.
4. Investigations and Reporting
4.1 Non-Compliance with RUO Standards
If a refund or cancellation request raises concerns about misuse of RUO products, including but not limited to suspected use for human or animal consumption, the Company will:
- Suspend the Lab’s account and block future transactions.
- Retain all relevant records in compliance with regulatory audit requirements.
- Report any evidence of violations to applicable authorities, if required by law.
4.2 Documentation Requirements
To process refund or cancellation requests, the Lab may be required to submit additional documentation, including:
- Proof of proper product handling and storage.
- Signed attestations confirming the intended research use of the product.
5. Limitation of Liability
The Company is not liable for any damages, direct or indirect, resulting from:
- Improper use, storage, or handling of RUO products by the Lab.
- Delays or losses caused by the Lab’s failure to adhere to this Policy or our Shipping Policy.
The Lab assumes all responsibility for ensuring compliance with local, state, and federal regulations governing RUO products.
6. Policy Updates
This Policy is subject to periodic updates to reflect changes in regulatory requirements or Company practices. Labs will be notified of significant changes via email, and the most current version will be available on our website. Continued use of our services constitutes acceptance of the updated Policy.
7. Contact Information
For questions or concerns regarding this Policy, please contact us:
Lonestar Research
2028 E Ben White Blvd #240
Austin, TX 78741
Email: support@lonestarlab.org
SMS Support: (512) 222-8436
By placing an order or engaging with our services, Labs acknowledge and agree to this Refunds and Cancellation Policy, as well as the Terms of Service, Research Use and Confidentiality Agreement, Shipping Policy, and Privacy Policy. Labs are encouraged to review all policies in detail before proceeding with any transaction.