Refund & Replacement Policy

Effective Date: 11/1/2025
Last Updated: 11/1/2025

1. Purpose

Trivial Bioworks is committed to fair, transparent, and consistent refund and replacement practices that comply with applicable federal shipping guidelines, payment processor requirements, and internal quality assurance standards.

This Refund & Replacement Policy defines when refunds or replacements may be approved, the procedures required to qualify, and the responsibilities of customers submitting such requests.

This policy applies to all purchases of research-use-only products sold by Trivial Bioworks.

2. Overview of Eligibility

Refunds or replacements are issued only under the conditions expressly defined in this policy. Eligibility is determined based on:

• Order fulfillment accuracy

• Package Protection eligibility

• Timely submission of a complaint or claim

• Adequacy and authenticity of supporting evidence

• Compliance with all Trivial Bioworks procedures and timelines

• The final outcome of a formal complaint or claim investigation

No refund or replacement is guaranteed, and approval is never automatic.

3. Order Fulfillment Errors

Customers may qualify for a refund or replacement if Trivial Bioworks verifies one or more of the following fulfillment errors:

• Missing items

• Incorrect items shipped

• Duplicate items shipped

• Packaging defects or vial integrity issues

3.1 Requirements for Eligibility

To be considered, customers must:

• Submit a complaint in accordance with the Complaint Policy & Procedures

• Provide clear photographic or video evidence

• Allow verification through fulfillment records, packing images, and QC logs

3.2 Resolution Options

If a fulfillment error is confirmed, Trivial Bioworks may issue, at its discretion:

• A full refund

• A partial refund

• A no-cost replacement shipment

The chosen resolution is final.

4. Shipping Issues: Loss, Theft, or Damage

4.1 Package Protection

All Trivial Bioworks orders include Package Protection, which may cover:

• Packages lost in transit

• Theft, including porch theft or carrier misdelivery

• Damage incurred during shipment

4.2 Filing a Shipping Claim

Customers must:

• Submit a claim through the Trivial Bioworks Claims Portal

• Provide required evidence, which may include:

  • Photographs of damaged items and packaging

  • Tracking screenshots

  • Delivery confirmation

  • Signed affidavit for theft claims, if required

• File claims within the following timelines:

  • Lost packages: 5–10 days after the last tracking update

  • Stolen packages: 5–10 days after confirmed delivery

  • Damaged items: Within 5 days of delivery

4.3 Claim Outcomes

If approved, Trivial Bioworks may issue:

• A no-cost replacement shipment, or

• A refund processed by Trivial Bioworks

All shipping claim determinations are final and not subject to appeal.

5. Product Integrity Concerns

Because all products are sold strictly for research use only, refunds or replacements for product-related concerns are limited to objective, verifiable issues, including:

• Incorrect labeling

• Damaged or compromised packaging

• Vial integrity or seal failures

• Verified discrepancies in testing or documentation

5.1 Non-Eligible Product Complaints

Refunds or replacements will not be issued for:

• Reconstitution outcomes (evaluated only on a case-by-case basis)

• Dosing or protocol complaints (no exceptions)

• Subjective performance claims, including “did not work” or “felt nothing” (no exceptions)

• Research methodology or experimental error (no exceptions)

• Any claim involving human or veterinary use (no exceptions)

All product integrity claims require:

• Photo or video evidence

• Internal quality control review

• Batch, testing, and fulfillment audit

6. Billing or Payment Issues

Refunds may be issued for verified billing errors, including:

• Duplicate charges

• System or order-processing errors

• Unauthorized payments supported by bank documentation

Refunds will not be issued for:

• Discount codes not applied before checkout

• Customer payment errors after shipment

• Buyer’s remorse

If a chargeback is filed, Trivial Bioworks cannot issue a refund until the dispute is fully resolved.
Chargeback abuse constitutes a serious policy violation and may result in permanent account restriction.

7. Order Cancellations

7.1 Before Fulfillment

Orders may be canceled and refunded only if:

• Fulfillment has not begun

• The order has not been packed, labeled, or transferred to the carrier

Once fulfillment begins, orders cannot be canceled.

7.2 After Fulfillment

If an order has shipped:

• It cannot be intercepted or canceled

• Refused or “return to sender” packages are not eligible for refunds

• Refunds or replacements may only be considered through an approved claim or complaint process

8. Refund & Replacement Exclusions

Refunds or replacements will not be issued when:

• Required timelines were missed

• Sufficient or credible evidence was not provided

• Products were mishandled, improperly stored, altered, or contaminated

• Reconstitution or human-use issues are involved

• Delays resulted from force majeure events (weather, carrier delays, customs, holidays)

• Claims appear fraudulent, excessive, or abusive

• Customers engage in abusive or threatening behavior toward staff

9. Fraudulent or Excessive Claims

Trivial Bioworks reserves the right to deny refunds and restrict accounts for:

• Falsified or altered evidence

• Repeated unsupported or bad-faith claims

• Chargeback abuse

• Misrepresentation of loss, theft, or damage

• Attempts to bypass policy requirements

Violations may result in permanent account restriction under the Account Restriction Policy.

10. Refund Processing Timeline

Once approved:

• Refunds are processed within 3–5 business days

• Processing times may vary by payment processor or financial institution

• Refunds are issued only to the original payment method

Refunds cannot be redirected to alternate cards, accounts, or payment methods.

11. Final Determination

All refund and replacement decisions are made by the Trivial Bioworks Support and Quality Assurance teams after review of all evidence and internal records.

All decisions are final, binding, and non-negotiable.

12. Policy Updates

Trivial Bioworks reserves the right to modify or update this Refund & Replacement Policy at any time to reflect changes in regulations, carrier requirements, payment processor rules, operational practices, or quality assurance standards.

The most current version will always be published on the Trivial Bioworks website. Continued use of the website or services constitutes acceptance of the updated policy.