Refunds and replacements
The 30-Day Order & Quality Guarantee.
30 days from the day your order is delivered — not the day you ordered. If something arrived lost, damaged, wrong, or below the purity published for its lot, it gets replaced. If it cannot be replaced, it gets refunded.
Covered
What the guarantee covers.
- A parcel lost in transit — tracking stops and the parcel never arrives.
- An item that arrives damaged — a cracked vial, a broken seal, or a parcel that took a beating on the way.
- The wrong item — what is in the box is not what is on the order.
- An item out of spec — purity below the standard published for the matching lot.
Not covered
What it does not cover.
Stated plainly so there is no surprise at the point of a claim.
- Changing your mind, or no longer needing the order.
| Step | What happens |
|---|---|
| 1. Tell us | Contact support within 30 days of delivery at support@luvaminos.com or (505) 460-8488. |
| 2. Send a photo | A clear photo of the item and its packaging is required for a damaged item, a wrong item, or an item that is out of spec. A lost parcel does not require a photo — the tracking tells us what we need. |
| 3. We resolve it | A replacement goes out, and we handle the carrier side ourselves. Where we cannot replace an item, we refund it instead. |
| 4. Nothing ships back | Nothing needs to be shipped back. You keep the item. There is no return label, no return authorization number, and no restocking fee. |
Short answer
Is there a restocking fee or a return label?
No to both. Nothing needs to be shipped back. You keep the item. There is no return label, no return authorization number, and no restocking fee.
These products are research materials sold for laboratory use only and are not for human consumption; this guarantee covers the condition and the delivery of what we ship.
Refund questions
Direct answers about the guarantee.
Does Luvaminos offer a refund?
Yes. The 30-Day Order & Quality Guarantee runs for 30 days from the day your order is delivered. Where an item cannot be replaced, it is refunded.
When does the 30 days start?
Thirty days from the day your order is delivered, not the day you placed it. Carrier delivery confirmation is what starts the clock.
What is covered?
A parcel lost in transit — tracking stops and the parcel never arrives. An item that arrives damaged — a cracked vial, a broken seal, or a parcel that took a beating on the way. The wrong item — what is in the box is not what is on the order. An item out of spec — purity below the standard published for the matching lot.
What is not covered?
Changing your mind, or no longer needing the order. The guarantee covers the condition and the delivery of what we ship.
Do I have to ship anything back?
Nothing needs to be shipped back. You keep the item. There is no return label, no return authorization number, and no restocking fee.
Do I need a photo?
A clear photo of the item and its packaging is required for a damaged item, a wrong item, or an item that is out of spec. A lost parcel does not require a photo — the tracking tells us what we need.
What happens after I file a claim?
A replacement goes out, and we handle the carrier side ourselves. Where we cannot replace an item, we refund it instead.
What if my order arrives late?
If a parcel is still not delivered 4 days past the carrier hand-off, a $25.00 store credit is issued, valid for 90 days.