HOLOS Return & Refund Policy
ALL SALES FINAL — NO RETURNS. NO REFUNDS. NO EXCHANGES.
Due to the sensitive, perishable, and non-resellable nature of research-use-only materials, HOLOS maintains a strict zero-return, zero-refund policy on every order once it has shipped.
Once an order has left our facility, we permanently lose chain of custody and can no longer verify storage conditions, handling, tampering, contamination risk, or product integrity. For safety, compliance, and regulatory reasons, we cannot accept any items back under any circumstances.
Customer Responsibility & Informed Purchase Acknowledgement
Customers are given unlimited time to review all product information, COAs, specifications, pricing, and policies before placing an order. By choosing to proceed with payment, the customer acknowledges and agrees that:
- They had sufficient time to make an informed purchasing decision.
- They understand the nature and intended use of research-only compounds.
- They accept full responsibility for the order once submitted.
- They understand all sales are final and non-reversible once shipped.
A mandatory checkbox is presented at checkout and must be actively selected before completing a purchase. It states:
“I’m 21 or older and my shipping details are correct. These products are Research Use Only: not for human or animal use, diagnosis or treatment, and not evaluated by the FDA. I’m buying them only for lawful laboratory research. I agree to the Terms & Conditions and Return & Refund Policy, and understand all sales are final once shipped.”
Customers cannot complete checkout without affirming this policy.
Order Accuracy
Because all sales are final, customers are responsible for ensuring all information is correct before submitting an order, including:
- Product selection
- Quantity
- Address and shipping details
- Billing information
If an error is made by the customer during checkout, HOLOS cannot modify or cancel the order once it has been processed. Subscription renewals are the one exception, explained below.
Damaged or Incorrect Shipments
If an error occurs on our end (e.g., wrong item shipped, missing item, or shipping damage), customers must contact us within 48 hours of delivery with their order number and photos of the outer package, the packing slip and the items, so we can investigate and resolve the issue. Once confirmed, HOLOS will send a replacement, issue store credit or issue a refund for the affected items, at HOLOS's choice. This does not constitute a return. Items are never sent back to us.
Lost or Undelivered Packages
Every order ships with tracking, and we email the tracking link when it ships. An order the carrier's tracking shows as delivered to the shipping address entered at checkout is considered delivered.
If tracking never shows your order as delivered, contact us within 7 days of the expected delivery date. We will reship the order once at no charge and handle the claim with the carrier ourselves. Packages that are undeliverable, returned or delayed because of an incorrect or incomplete address entered at checkout are the customer's responsibility. HOLOS ships within the United States only.
Subscriptions (Subscribe & Save)
How it works
When you choose Subscribe & Save, you authorize HOLOS, LLC to charge the card saved at checkout automatically on each delivery date, at the frequency you chose (every 1, 2 or 3 months), until you cancel. Each charge is for your subscribed items at the then-current price less your subscription discount (currently 15%), plus shipping and any applicable tax. Your first subscription order is 10% off. Every subscription delivery, including the first, comes with free Sterile Dilution Medium while this offer lasts: enough to reconstitute your subscribed vials, in 3ml or 10ml vials. Coupon codes don't combine with subscription pricing. If an item is out of stock on a delivery date, we ship what's in stock and only charge for what ships.
Reminders and receipts
We email you 3 days before every charge with the date, the items, the estimated amount and a link to manage your subscription. After every charge you get an order receipt, and a tracking email when it ships. Charges appear on your card statement as HOLOS.
Change or cancel any time
You can skip, delay, change how often, change quantities, update your card, pause or cancel online any time at My Account → Subscriptions. No call or email needed. Cancelling stops all future charges immediately, and we email you a confirmation. You can also cancel by emailing info@holoshq.com.
Renewals charged by mistake
If a renewal was charged and you contact us before that order ships, we cancel it and refund it in full. Once a renewal order has shipped, it is final, like every HOLOS order, under the All Sales Final policy above. Damaged or incorrect items are handled the same as any order (contact us within 48 hours of delivery with photos).
Declined payments
If a charge is declined, nothing ships. We try again up to two more times over the next few days and email you each time. After the third decline your subscription pauses until you update your card.
Research Use Only
Subscriptions are for the same Research Use Only products, under the same terms you accepted at checkout. They are not for human or veterinary use.
Gift Cards
HOLOS gift cards are non-refundable and cannot be exchanged for cash, except where the law requires it.
Our Right to Cancel an Order
HOLOS may cancel any order before it ships, with a full refund to the original payment method, including for pricing or listing errors, items that are no longer available, suspected fraud, or any indication that products are intended for anything other than lawful laboratory research.
Payment Disputes
If something is wrong with an order, contact us first. Almost every issue can be resolved faster that way than through your bank. If a charge is disputed with your card issuer without contacting us first, HOLOS will provide the issuer with the records of the order, including the policies accepted at checkout, payment and verification details, account activity, reminder and receipt emails, and shipping and delivery confirmation. Accounts with disputed charges may be closed and future orders declined.
Changes to This Policy
We may update this policy from time to time. The version in effect when you placed your order applies to that order. If we make a material change to subscription terms, we will email active subscribers before it applies to their next charge. This policy works together with our Terms & Conditions.
Contact Us
HOLOS, LLC
160 W Foothill Pkwy, Ste 105 #268, Corona, CA 92882
Email: info@holoshq.com
Support: store.holoshq.com/support
Please include your order number with every request.
Summary
- No returns, refunds or exchanges once an order ships.
- All sales are final due to safety, integrity, and regulatory standards.
- Customer acknowledges responsibility before purchase via mandatory checkbox.
- Customers must review all details before placing an order.
- Subscriptions renew automatically until cancelled online in My Account, with an email reminder before every charge.
- A subscription renewal can be cancelled and refunded in full until it ships.
- Any HOLOS-related fulfillment errors will be resolved without requiring a return.
- Packages that never show as delivered are reshipped once at no charge when reported within 7 days.
- Contact us before disputing a charge with your bank.
Last updated: October 24, 2026
