SUPPORT
Returns & Refunds
We stand behind the quality of every batch. Here’s how returns, replacements, and refunds work.
Protection on every order
Because our products are research materials — many of them lyophilized, temperature-sensitive compounds — we cannot resell items once they have left our custody. Instead, every order is protected: if it arrives damaged, is incorrect, or does not meet the specifications on its Certificate of Analysis, we will make it right with a replacement or refund.
How returns work
Document the issue
Photograph the outer packaging, packing slip, and affected products as soon as your order arrives — clear photos are required for every claim.
Email our team
Contact support@kestraclub.com within 7 days of delivery (14 days for wrong or defective items) with your order number and photos.
Replacement or refund
Once we’ve reviewed the evidence, we ship a replacement or, if you prefer, issue a refund for the affected items.
Eligible for return
- Products damaged in transit, reported within 7 days with photos
- Wrong product or incorrect variant received
- Items that do not match the specifications on their Certificate of Analysis (within 14 days)
- Unopened, still-sealed items with prior return authorization
Not eligible for return
- Opened, used, or unsealed products
- Temperature-sensitive compounds that have left our controlled storage
- Items marked final sale, clearance, or promotional bundles
- Gift cards and digital items
- Any product returned without prior authorization
Received a damaged or defective product?
Don’t ship anything back before you’ve heard from us — unauthorized returns cannot be processed. Three quick steps get your claim moving.
Take photos
Keep the original packaging and photograph the damage or defect.
Email us
Send your order number, product names, and photos to our support team.
Get your replacement
We respond within one business day with authorization and next steps.
Resolution timeline
Bank and card-issuer posting times are set by the financial institution and are outside our control. All claims are subject to review.
Important notes
- All products are supplied strictly for laboratory and research use only — not for human or veterinary use.
- Keep the original packaging until your claim is resolved; it may be needed for the carrier’s shipment-protection review.
- Where an eligible, unopened item is returned for reasons other than our error, a restocking fee of up to 15% may apply and outbound shipping is non-refundable. We’ll always tell you whether a fee applies before you send anything back.
- If you’re unsure whether your situation qualifies, reach out anyway — we’d rather hear from you.