Effective Date: June 1, 2026
Website: https://purebac.com/purebac/
Company: PureBac
Address: 1221 W. 103rd St
Kansas City, MO 64114
Phone: (720) 610-3500
Email: sales@purebac.com
Because PureBac products are sterile research-use products, returns are limited. Opened, punctured, used, tampered-with, improperly stored, or customer-damaged products are not eligible for return or refund unless required by law.
1. Overview
This Refund Policy explains how PureBac handles returns, refunds, replacements, cancellations, damaged shipments, missing items, and other order issues. By placing an order with PureBac, you agree to this Refund & Return Policy, our Terms and Conditions, Shipping Policy, and Privacy Policy.
PureBac bacteriostatic water is sold strictly for laboratory and research use only. It is not intended for human or veterinary administration. Customers are responsible for confirming that the product is suitable and lawful for their intended research use before placing an order.
2. Return Eligibility
Due to the sterile nature of our products, PureBac can only consider returns for unopened, unused, untampered-with products in their original sealed packaging, where the return is requested within 5 business days of delivery and approved by PureBac in advance.
To be eligible for review, the product must be in the same condition in which it was received, with all seals, labels, packaging, and documentation intact. PureBac reserves the right to deny any return that does not meet these requirements.
3. Non-Returnable Items
The following items are not eligible for return or refund unless required by law or approved by PureBac in writing:
- Opened products
- Used products
- Punctured vials
- Products with broken, missing, altered, or tampered seals
- Products damaged after delivery
- Products exposed to improper storage conditions after delivery
- Products returned without prior authorization
- Products returned outside the approved return window
- Products purchased for an improper, unauthorized, or unlawful use
- Gift cards, promotional items, final-sale items, or discounted items marked as non-returnable
4. How to Request a Return
To request a return, contact us at sales@purebac.com within the applicable return window. Please include your order number, full name, email address used for the order, delivery address, reason for the return request, and clear photos of the product and packaging.
Do not send any product back to PureBac unless we provide written return authorization. Unauthorized returns may be refused, discarded, or returned to sender, and they may not qualify for a refund.
5. Return Shipping
Unless the return is due to an error by PureBac or a verified damaged or incorrect shipment, customers are responsible for return shipping costs. Original shipping charges are generally non-refundable unless required by law or approved by PureBac in writing.
Customers are responsible for safely packaging authorized returns and using a trackable shipping method. PureBac is not responsible for returned products that are lost, delayed, damaged, or misdelivered during return transit.
6. Inspection and Refund Approval
After an authorized return is received, PureBac will inspect the returned product. If the product meets the return requirements, we may issue a refund to the original payment method, provide store credit, or offer another resolution at our discretion and in accordance with applicable law.
If a returned product is opened, used, damaged, tampered with, incomplete, outside the return window, or otherwise ineligible, the refund may be denied. PureBac may also deduct shipping fees, return costs, payment processing costs, restocking costs, or other amounts where permitted by law.
7. Refund Timing
If a refund is approved, it will be processed to the original payment method when possible. Refund processing times may vary depending on the payment provider, bank, card issuer, or checkout platform. After PureBac issues a refund, it may take additional time for the funds to appear in your account.
8. Order Cancellations
If you need to cancel an order, contact us as soon as possible at sales@purebac.com. We may be able to cancel an order before it has been processed, packed, or transferred to a carrier.
Once an order has been processed for shipment or transferred to the carrier, it may not be eligible for cancellation. In that case, the order may be handled under the return provisions of this Refund Policy, if eligible.
9. Damaged Products
If your order arrives damaged, contact us at sales@purebac.com within 48 hours of delivery. Include your order number, a description of the damage, photos of the outer shipping package, photos of the packing materials, photos of the damaged product, and photos of all labels on the package.
Please keep the product and all packaging materials until the issue is resolved. After review, PureBac may offer a replacement, refund, store credit, or another appropriate resolution at our discretion and in accordance with applicable law.
10. Incorrect or Missing Items
If you receive the wrong item, wrong quantity, or an incomplete order, contact us at sales@purebac.com within2 days of delivery. Include your order number and photos of the package, packing materials, packing slip, and all items received.
After reviewing the issue, PureBac may ship the missing item, provide a replacement, issue a refund, provide store credit, or offer another appropriate resolution.
11. Lost or Stolen Packages
If tracking shows that your package was delivered but you cannot locate it, please first contact the carrier and check common delivery locations, parcel lockers, building offices, reception desks, mailrooms, neighbors, and household members. PureBac is not responsible for theft or loss after a carrier confirms delivery to the shipping address provided at checkout, unless required by law.
If your package appears lost in transit and has not been marked as delivered, contact us at sales@purebac.com with your order number. We will review the tracking information and may assist with a carrier claim where appropriate.
12. Refused, Returned, or Undeliverable Packages
If a package is refused, unclaimed, returned to sender, or marked undeliverable due to incorrect or incomplete shipping information, the customer may be responsible for additional shipping fees, return costs, replacement shipping fees, and any applicable restocking costs where permitted by law.
If an undeliverable package is returned to PureBac in acceptable condition, we may issue a refund less applicable costs or arrange reshipment at the customer’s expense, subject to product condition and applicable law.
13. Chargebacks and Payment Disputes
If you believe there is an issue with your order, please contact us first so we can attempt to resolve it. Filing a chargeback or payment dispute without contacting us may delay resolution. PureBac reserves the right to provide order records, tracking information, customer communications, and policy documentation to payment processors, banks, or card issuers in response to a payment dispute.
14. Final Sale and Promotional Items
Items marked final sale, clearance, promotional, discounted, or non-returnable may not be eligible for return, refund, or exchange unless required by law or approved by PureBac in writing.
15. Changes to This Refund Policy
PureBac may update this Refund Policy from time to time. Updates will be posted on this page with a revised effective date. The Refund & Return Policy in effect at the time of purchase will generally apply to that order unless a change is required by law or agreed to in writing.
16. Contact Information
If you have questions about returns, refunds, cancellations, or order issues, please contact us:
PureBac
Address: 1221 W. 103rd St
Kansas City, MO 64114
Phone: (720) 610-3500
Email: sales@purebac.com
