top of page

REFUND POLICY

A LEGAL DISCLAIMER

BasicCellularNutrition is dedicated to providing dietary supplements and natural products of the highest quality for health and wellness. Our mission is to drive innovation in bioscience through a radical commitment to customer wellbeing, scientific rigor, sustainable operations.


We operate our business on the following principles:

​​

People Matter. We strive to offer excellent customer service and exceed your expectations. Whenever we are contacted we will respond promptly, honestly and do our best to help you.
Reliability and Consistency. We offer the fastest, and most reliable shipping, with high-quality packaging to minimize contamination and deterioration. We value your time and convenience, which is why we use the best couriers and packaging materials available.
Transparency and Integrity. We are communicative about our goals and business practices.
Strive for Excellence. We are committed to providing the best possible service for our clients. We offer products with the highest purity possible, rigorously verified by Chemist in analytical and organic chemistry, including NMR, FTIR, Polarimetry, HPLC analysis.
Continuous Improvement. We have a burning passion for learning and self-development and aim to be a cutting edge resource for health and wellness. We deeply value client feedback and suggestions which help us understand your needs and provide the best service possible.

REFUND POLICY - THE BASICS

Having said that, a Refund Policy is a legally binding document that is meant to establish the legal relations between you and your customers regarding how and if you will provide them with a refund. Online businesses selling products are sometimes required (depending on local laws and regulations) to present their product return policy and refund policy. In some jurisdictions, this is needed in order to comply with consumer protection laws. It may also help you avoid legal claims from customers that are not satisfied with the products they purchased. 

WHAT TO INCLUDE IN THE REFUND POLICY

How Can I Cancel My Order?

If you are a registered user please find your order on the Order History page and then select the “Cancel” or “Request Cancel” button. If this is not possible please contact us immediately. We will do our best to accommodate you.

​

My Package Tracking is Not Updating

  • Domestic (USA): If a domestic package does not update for over 7 days please contact the courier.

  • International: If an international package does not update for over 4 weeks please contact the courier.

Courier contact information is provided in our tracking update emails. If the courier does not know where the package is please contact us. If sufficient time has elapsed, we will deem the package lost and issue a free reship.

​

My Package wasn’t Delivered

If the courier claims your package was delivered but you have not received it, it is possible a neighbor or front desk receptionist has it. Please contact the courier’s local office and speak to the postmaster. They will have GPS coordinates on each tracking update and can confirm where it was delivered, when and to whom. If the postmaster claims the package was delivered correctly, please wait at least 1 week for the package to turn up. If it does not turn up please contact us.

​

My Package has a Missing, Wrong, Damaged or Defective Item

Please note, all orders are documented and packaging is filmed prior to shipment to avoid fraudulent claims. We must be notified within 7 days of the delivery date for any of the following issues.

  • Missing Items: If an item is missing, please contact us immediately. Once verified we will ship the missing item(s).

  • Wrong Items: If a wrong item is received, please contact us immediately. Once verified we will ship the correct item(s). We will also provide a prepaid return label to return the wrong item(s).

  • Damaged Items: All items are shipped securely and in a manner that ensures safe arrival. If this is not the case please contact us immediately with photographic evidence. Once verified we will ship a replacement.

  • Defective Items: Claims of defect, including incorrect weight, volume, concentration and quality, are taken seriously. For quality claims please be prepared to ship us a return sample for analysis.

​

Refunds, Returns & Exchanges

  • Customer Satisfaction: At Austin Nootropics, we stand behind our products 100%. We work hard to ensure that our quality is second to none, and thousands of our customers agree that this difference is something you will experience. We’re so convinced our products will make a difference you can actually feel, that if any product doesn’t meet your expectations, we want you to send it back within the first 30 days of delivery and we will happily give you the opportunity to exchange for another product or receive a full refund. It’s that easy.
    Contact us within 30 days of receiving your product shipment. We’ll email you a label to print out, place on your package, and ship back at no cost to you. Once we receive the returned product, a refund will be issued and an auto email will notify you of that transaction.
    If you purchased our product through a distributor or retailer, go to the original purchase location for any return or exchange.

  • Refunds: Where possible we will issue a refund to the original method of payment. If this is not possible we will arrange other means such as check or PayPal. Cryptocurrency will be refunded in terms of the current market value or original payment amount, whichever is lesser.

 

Chargebacks & Payment Disputes

  • Chargebacks: Chargebacks by a credit card issuer or bounced check are taken seriously. As a matter of fraud protection any chargeback will result in the client being (temporarily) placed on the no-sell list until we can get in contact with you.

  • Payment Disputes: Please contact us first if you have a payment dispute because we can solve most problems faster than a bank or payment processor.

bottom of page