Properly fulfilled sales are final
Buyer-remorse returns and exchanges are not accepted.
No cancellation after submission
Customer cancellations and order changes are not permitted after an order is placed, subject to applicable law.
Document delivery issues
Report damage, missing contents, or incorrect fulfillment within 24 hours with a continuous unpacking video and supporting evidence.
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The final-sale rule
All sales are final for properly fulfilled orders, subject to applicable law. Buyer-remorse returns or exchanges are not accepted because returned research materials cannot be restored to sellable inventory while preserving product integrity, exact-lot traceability, and chain of custody. Do not send material back unless support gives written authorization.
No cancellations or changes
After an order is submitted, the customer may not cancel or change it. Contact support immediately about a suspected error, but no change is effective unless TrueLot confirms it in writing. If TrueLot cancels an order or item, amounts collected for the canceled portion will be refunded. Delayed-shipment choices and rights that cannot lawfully be waived remain protected.
What is not eligible
- A change of mind or no longer needing the material.
- Ordering the wrong material, strength, or quantity.
- A customer-provided incomplete or inaccurate address.
- Refusal of a correctly fulfilled shipment or failure to retrieve a properly delivered package.
- Returning or discarding material without written direction from support.
Damage, missing contents, and incorrect fulfillment
Notify support@truelotresearch.com within 24 hours of carrier-confirmed delivery and provide the order number, written details, one continuous unedited unpacking video, supporting photographs, and the visible product labels and TrueLot lot IDs. Retain the shipment and all packaging during review. Missing or late evidence may prevent verification and affect a resolution where law permits, but does not automatically waive nonwaivable rights.
Delivered scans, delays, and nonshipment
A carrier “delivered” record is evidence, not automatic proof that ends review. TrueLot will consider available carrier, address, delivery, and customer records, including whether a package went to the wrong location or an error was caused by TrueLot. If an order is not shipped within the promised time, the customer will receive the delay or cancellation choice and prompt refund required by applicable law.
Review and resolutions
TrueLot may review order, inventory, package-weight, tracking, exact-lot, communication, photo, and video evidence and may share relevant records with carriers, insurers, payment providers, financial institutions, or advisers. A verified issue may be resolved by replacement, reshipment, refund, credit, or another remedy appropriate to the facts and applicable law.
Rights that remain protected
This policy does not limit rights that cannot lawfully be waived, including qualifying claims involving nonshipment, delayed shipment, materially incorrect fulfillment, transit damage, delivery to the wrong location, unauthorized transactions, fraud, or rights provided by applicable payment-network rules or law.
Contact support
Email support@truelotresearch.com and place the order number in the subject line. Do not discard, alter, use, or return disputed items unless support provides written instructions.