Returns & Refunds Policy

1. Return eligibility

Most regularly stocked products may be returned within 30 days of delivery.

To qualify for a return, items must be unused and remain in their original condition and packaging.

2. In-person pickup orders

Orders placed using the Checkout & Pickup In-Person option are reserved for collection at the selected event. However, availability is not guaranteed.

Depending on the event, products may be supplied from our regular store inventory or from inventory brought separately by event staff. Items may become unavailable or damaged before the event.

If we cannot provide a purchased item, we will notify you before the event and issue a full refund for that item to your original payment method.

For products that are also available for shipping, you may request shipment once the item is back in stock. Some products are available exclusively for in-person pickup and cannot be shipped.

You may also request cancellation and a full refund of the entire order.

Pickup orders do not include shipping charges. Refunds for unavailable pickup items therefore include the full amount paid for those items.

If you do not collect your order at the selected event, contact us to arrange collection at a future event. For eligible products, shipping may also be arranged at the standard rate.

The 30-day return period for pickup orders begins on the date the items are collected.

3. Defective, damaged, or incorrect items

If you receive an item that is defective, damaged, or different from what you ordered, we will provide a replacement or a full refund.

Please contact us within 14 days of delivery and include your order number and photographs showing the issue.

4. Return shipping costs

Customers are responsible for return shipping costs when returning eligible products due to a change of mind.

If a return is necessary because of a defective product or an error on our part, we will cover the return shipping cost and will not charge a restocking fee.

5. Refund processing

Refunds are issued to the original payment method through Stripe after we receive and inspect returned items or approve a claim for defective or incorrect products.

Refunds are typically processed within 5 to 10 business days.

Original shipping charges are non-refundable for change-of-mind returns. Shipping charges will be refunded when the return results from a defective product or an error in fulfilling the order.

6. Requesting a return

To request a return or refund, email contact@robostem.org with your order number and the reason for your request.

We will review the request and provide return instructions.

Please do not ship items back before receiving instructions from us.

7. Orders that cannot be fulfilled

If we cannot ship your order within the timeframe provided at checkout, we will contact you to offer a revised shipping date or the option to cancel for a full refund.

Additional information is available in our Shipping Policy.