Refunds & Returns
Overview
This policy sets out when NorthStar Compounds refunds or replaces an order. It is part of the Terms of Sale. Because the products are research materials, some items cannot be accepted back once they have shipped; those cases are described below.
Cancellations
An order may be cancelled for a full refund at any time before it ships by contacting NorthStar Compounds through the support contact below. Once an order has shipped it cannot be cancelled and is handled as a return.
Return window and conditions
A product may be returned within 14 days after delivery if it is unopened, unused and in its original sealed packaging, and if it is not a temperature-sensitive item. The purchaser must contact NorthStar Compounds first to obtain a return authorization and the return address; returns sent without authorization may be refused. The purchaser pays return shipping unless the return is due to NorthStar Compounds's error.
Items that cannot be returned
For safety and integrity reasons the following cannot be returned or refunded once shipped, except where they arrive damaged, defective or not as ordered: opened or unsealed products; products that have been stored outside the stated conditions; and temperature-sensitive products, which cannot be verified after leaving the cold chain.
Damaged, defective or incorrect items
If an order arrives damaged, defective, incomplete or different from what was ordered, the purchaser must notify NorthStar Compounds within 48 hours of delivery with the order number and photographs of the packaging and the items. NorthStar Compounds will, at its option, replace the affected items or refund them in full, including shipping. Claims made after 48 hours may be refused where the condition of the shipment can no longer be established.
Lost or undelivered shipments
If tracking shows no delivery within the carrier's expected window, contact NorthStar Compounds so that a trace can be opened with the carrier. Where the carrier confirms the loss, NorthStar Compounds will replace or refund the order. Shipments that tracking shows as delivered to the address provided are treated as delivered; the purchaser is responsible for the security of that address.
How refunds are paid
Approved refunds are issued to the original payment method, normally within 5 to 10 business days after the returned items are received and inspected, or after a damage claim is approved. The time for the refund to appear depends on the purchaser's bank or card issuer. Original shipping charges are refunded only when the return is due to NorthStar Compounds's error.
Chargebacks
A purchaser who believes a charge is wrong agrees to contact NorthStar Compounds before disputing it with their bank or card issuer. Most issues are resolved within one business day. A chargeback filed without that contact, or for an order that tracking shows as delivered, is treated as a breach of the Terms of Sale.
Contact
All cancellation, return and damage requests go to the support contact below and should include the order number.
NorthStar Compounds
support@nscompounds.com