We replace or refund material that arrives damaged, is not what you ordered, or never arrives. Because the products are perishable research specimens, opened material cannot be returned for other reasons.
When can I get a refund?
- Cancellation before dispatch: full refund, minus the network fee for sending it.
- Damaged or spoiled on arrival: report within 48 hours of delivery for Fresh, or within 7 days for Fresh-Dried and powder, with photos of the box, bags and contents.
- Wrong product or weight: report within 7 days. We send the correct material or refund the difference.
- Lost parcel: if tracking shows no movement for 15 business days, we replace or refund the order.
- Fresh order we cannot fill: if the season ends before we can ship, you choose Fresh-Dried or a full refund.
How are crypto refunds paid?
Refunds are paid in the coin you paid with, to an address you confirm in writing. The refund is the USD value of the refunded items, converted at the exchange rate on the day we send it, minus the network fee. We do not refund to an exchange deposit address without your confirmation.
Overpayments and underpayments
If you send more than the invoice, we refund the excess minus the network fee, or apply it as credit if you prefer. If a payment arrives short and the top-up never comes, we refund the amount received minus the network fee.
How to request a refund
Use the contact form with your order reference (it starts with BLA-), photos where relevant, and the refund address. We reply within one working day and settle approved refunds within five business days.