Refund Policy

Last updated: 2026-04-22

We want every order to arrive in perfect condition. If something goes wrong, here's exactly how we handle it.

1. Damaged or defective vials

If a vial arrives broken, leaking, or visibly defective, email support@bacteriostatic-water.shop with (a) your order number and (b) photos of the damaged item(s) within 7 days of delivery. We will ship a free replacement within 24 hours at our expense — no need to return the damaged unit.

2. Unopened product returns

Unopened, unused vials in their original sealed packaging may be returned within 14 days of delivery for a refund of the product price (return shipping paid by buyer). Request a return authorization by email before shipping back — we cannot process returns sent without authorization.

3. Non-delivery & lost packages

If your tracking shows no movement for 10+ business days after dispatch, contact us. We will open a carrier investigation and, if the package is confirmed lost in transit, ship a free replacement or issue a full refund — your choice.

4. Incorrect addresses & refused packages

Packages returned to us because of an incorrect or incomplete address supplied at checkout are refunded minus the original shipping cost and a $6 handling fee. If you would like us to reship, only the new shipping cost applies.

5. Refund method & timing

Card refunds: issued to the original payment card within 3–5 business days of approval (your bank may take 5–10 additional days to post). Crypto refunds: issued in the same currency received, to the wallet of your choice, within 1 business day.

6. What is not covered

• Opened vials (once the seal is broken the product cannot be resold or re-sterilized).
• Damage from improper storage after delivery.
• Requests filed more than 14 days after delivery.

7. Contact

All refund and replacement requests: support@bacteriostatic-water.shop. We aim to acknowledge within 1 business day.