Return and Refund Policy
Return and Refund Policy
At FROSTEZE LAB, we specialize in live, active Lactic Acid Bacteria (LAB) extractions. Because our products contain living biological organisms, our return policy is designed to ensure the safety and efficacy of the cultures we provide.
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1. No Returns on Live Cultures
Due to the perishable and biological nature of our LAB extractions, we do not accept physical returns of any liquid microbial products once they have left our facility. This ensures that no contaminated or compromised biological material is reintroduced into our lab environment.
2. Damaged or Defective Items
If your order arrives damaged (e.g., leaking bottles, broken seals, or extreme temperature damage) that compromises the viability of the bacteria:
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Please notify us at support@frostezelab.com within 24 hours of delivery.
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Include your order number and clear photos of the damaged packaging and product.
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Please be aware that our shipping carrier is not going to deliver your order if there is a visible compromised packaging breach.
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Upon verification, we will ship a replacement at no additional cost to you.
3. Order Cancellations
You may cancel your order for a full refund as long as the order has not yet been processed for shipping. Once a tracking number has been generated, the order is considered final.
4. Application & Results
FROSTEZE LAB guarantees the viability of the bacteria at the time of delivery. However, because natural organic farming results depend on external factors (soil pH, weather, application methods, and water quality), we cannot offer refunds based on crop performance or specific gardening results.
5. Shipping Issues
* Incorrect Address: We are not responsible for lost cultures due to incorrect shipping addresses provided at checkout.
* Weather Delays: While we package our LAB to withstand transit, we are not liable for packages left in extreme heat or cold for extended periods after delivery. Please track your package to ensure it is brought indoors promptly.
6. How to Request a Refund
To start a claim for a damaged item, please contact us at:
Email: support@frostezelab.com
Subject: Refund Request - Order #[Your Order Number]