Returns & Exchanges
We’ll help make it right.
If something isn’t right with your Hartwell order, we’re here to help. Review our return, replacement, cancellation, and refund policies below.
01 — Return Eligibility
Can I return my order?
Due to the nature of Hartwell research products, [opened / temperature-sensitive / research compounds] cannot be returned or restocked once delivered.
Unopened and eligible merchandise may be accepted for return within [XX days] of delivery, subject to the conditions outlined below.
This section needs to reflect whatever policy you ultimately decide on.
02 — Eligible Returns
To qualify for a return:
Products must be unopened, unused, and in their original condition and packaging.
A return request must be submitted within [XX days] of confirmed delivery and receive authorization from Hartwell before being shipped back.
Products returned without authorization may not be eligible for a refund.
03 — Items That Cannot Be Returned
Some items aren’t eligible for return.
For product-integrity and safety reasons, certain products may be final sale.
This may include opened products, products with broken seals, products that have been improperly stored, clearance/final-sale items, and products otherwise identified as non-returnable at the time of purchase.
04 — Damaged or Incorrect Orders
Something isn’t right? Tell us.
If your shipment arrives damaged, defective, or contains an incorrect item, contact Hartwell within [X days] of delivery.
Include your order number and clear photographs of the product and packaging.
Once reviewed, eligible claims may receive a replacement, store credit, or refund as appropriate.
05 — Missing Items
Missing something from your order?
Contact Hartwell Support if your shipment arrives without an item shown on your packing information.
We’ll review the fulfillment record and work with you to resolve verified packing errors.
06 — Exchanges
Need something different?
Because of the nature of our products, Hartwell [does / does not] offer direct product exchanges.
If direct exchanges aren’t offered, I’d make this incredibly simple:
Eligible products can be returned according to our return policy. Once approved, you can place a new order for the product you prefer.
That’s cleaner operationally than running an exchange system.
07 — Order Cancellations
Changed your mind? Contact us quickly.
Orders may be cancelled before they enter fulfillment.
Because we work to process orders quickly, we cannot guarantee that a cancellation request can be completed after an order has been submitted.
Once an order has shipped, it cannot be cancelled and the applicable return policy will apply.
08 — Changing an Order
Can I modify an order after placing it?
Contact us as quickly as possible if you entered an incorrect address or need to make another change.
We’ll do our best to accommodate requests before fulfillment begins, but we’re unable to guarantee modifications once processing has started.
09 — How to Start a Return
Starting a return is simple.
This could be a really nice 3-step visual section rather than another accordion:
01 — Contact Us
Send Hartwell Support your order number and reason for the request.
02 — Get Approval
We’ll review your request and provide return instructions if the item qualifies.
03 — Send It Back
Return the approved product using the instructions provided by our team.
Do not send products back without first receiving authorization.
10 — Return Shipping
Who pays for return shipping?
For standard returns, [the customer is responsible for return shipping costs].
If Hartwell shipped an incorrect product or an eligible product arrived damaged, Hartwell [will cover reasonable return/replacement shipping costs].
Original shipping charges are [non-refundable except in cases of Hartwell fulfillment error].
11 — Refunds
When will I receive my refund?
Once an approved return is received and inspected, we’ll notify you of its status.
Approved refunds are issued to the original payment method within [X–X business days].
Your bank or payment provider may require additional time before the refund appears on your statement.
12 — Sale & Promotional Items
What happens if I purchased during a sale?
Refunds for eligible promotional purchases are based on the amount actually paid, after discounts or promotional adjustments.
If a promotion required purchasing multiple products or reaching a minimum order value, returning part of the order may affect the applicable discount.
13 — Research Product Integrity
I think this is worth having because it’s specific to Hartwell rather than generic ecommerce boilerplate.
Why are some returns restricted?
Research compounds require appropriate handling and storage. Once a product leaves Hartwell’s controlled fulfillment process and has been delivered, we cannot independently verify how it was stored or handled.
For that reason, products that have been opened, unsealed, or otherwise compromised cannot be returned to inventory.
14 — Need Help?
Not sure whether your order qualifies?
Contact Hartwell Support with your order number and a brief description of the issue. We’ll review the circumstances and let you know what options are available.