Basidium Equilibrium — Return & Replacement Policy

Last updated 06/25/2025

1. Overview

Because our products are biological, perishable, and sterile, all sales are final. We do not accept returns.
If something arrives damaged or unusable, we’ll work with you to make it right—usually with a quick replacement.

2. Reporting a Shipping Issue (48‑Hour Window)

  1. Email us: [email protected]

  2. Include:

    • Your order number

    • Clear photos of the damaged item and its packaging

  3. Deadline: Report within 48 hours of the carrier’s “delivered” timestamp.

  4. We’ll review and reply within 24–48 hours (Mon–Fri).

3. What We Do

Scenario Our Response
Verified transit damage or loss Replacement shipped at no cost.
Item out of stock or cannot be replaced Refund to original payment method (7–10 business days).
Product was mis‑listed or mis‑packed Replacement or refund—your choice.

4. What’s Not Covered

  • Products reported after the 48‑hour window.

  • Items opened, used, or damaged due to improper storage.

  • Spores or other biological materials returned to us without prior approval.

  • Weather‑related damage if an ice/heat pack was not added at checkout.

5. Seasonal Shipping Holds

We may pause shipments when temps exceed 95 °F or drop below 35 °F.

  • You’ll get an email update if your order is held.

  • Adding an ice or heat pack at checkout gives the best chance of safe arrival.

6. How This Policy Fits with Our 30‑Day Cleanliness Guarantee

  • Shipping damage: covered here (48‑hour window).

  • Contamination / non‑viable samples: covered by the 30‑Day Cleanliness Guarantee in our Terms & Conditions.

7. Contact

Questions? Need help?
[email protected] — we aim to answer within one business day.

8. Policy Updates

We refine these guidelines as we grow. The version shown here is always the one in force—please review it before requesting a replacement.

Thank you for trusting Basidium Equilibrium with your microscopy needs!