Returns & Refunds Policy
Effective Date: August 19, 2026 | Location: Philadelphia, PA
1. Return Policy Overview
At lucid., based in Philadelphia, PA, we maintain uncompromising quality control and safety standards for all laboratory reagents. Because our products are sterile, sealed, and temperature-sensitive research materials, physical returns are strictly limited to prevent contamination risks. However, if a problem occurs with your shipment, we will make it right promptly.
2. Reporting Issues (24-Hour Window)
To ensure swift handling and quality oversight, all order discrepancies, transit damage, or packaging errors must be reported within 24 hours of package delivery timestamp as provided by the carrier.
To report an issue, send an email to support@lucidbac.com including:
- Your full order number
- A description of the specific issue
- High-resolution photographs of the outer shipping box, shipping label, and damaged or incorrect items
3. Eligible for Resolution
Order issues meeting the following criteria are eligible for immediate replacement or store credit:
- Transit Damage: Vials or containers cracked, broken, or damaged during carrier transit.
- Incorrect Item Received: Shipment contained items differing from the verified WooCommerce order specification.
- Missing Items: Package was missing an item specified in the order packing manifest.
- Seal Integrity Failure: Factory protective seal arrived broken or compromised prior to unboxing.
4. Not Eligible for Return or Refund
To protect laboratory safety and product standards, the following situations are non-refundable and non-returnable:
- Vials or products with opened, broken, or tampered safety seals post-delivery
- Reagents or products that have been used, reconstituted, or handled in research procedures
- Buyer’s remorse, change of mind, or mistaken item selection during checkout
- Packages successfully delivered to the shipping address supplied by the customer at checkout
- Issues reported past the mandatory 24-hour delivery notification window
5. Resolution Method
Our primary resolution method for verified issues is Store Credit:
- Store Credit Advantage: Issued promptly to your account, valid indefinitely (does not expire), and applicable toward any product across our Shop.
- Cash Refunds: Granted strictly at the sole discretion of management under extraordinary circumstances.
6. Damaged Product Procedure
If your shipment arrives damaged in transit, please follow these required steps:
- Do Not Discard Packaging: Retain the outer box, cushioning materials, and damaged item containers.
- Photograph the Packaging: Take clear, well-lit photos showing the shipping label, carton damage, and affected items.
- Submit Within 24 Hours: Email all evidence along with your order number to support@lucidbac.com.
7. Lost Package Procedure
If carrier tracking indicates your package is missing or stalled, review our Shipping Policy for lost package claim protocols and reshipment guidelines.
8. Chargebacks & Disputes
Customers agree to contact lucid. customer support prior to filing any dispute with credit card companies or payment providers. Unjustified or fraudulent chargebacks violate our Terms of Service and will result in permanent account suspension.
9. Product Quality & Specs
For detailed product specifications, quality assurance standards, or details on individual products like Bacteriostatic Water 10ml, please explore our About Us page or review individual product pages in our Shop.
10. Contact Information
For assistance with returns, damaged shipments, or store credit claims, please contact:
lucid.
Location: Philadelphia, PA
Email: support@lucidbac.com
Website: lucidbac.com/