As an FDA-registered facility, we cannot restock or resell products that have been returned to us. All products returned to Demand Labs must be discarded per FDA guidelines, creating waste. Therefore, it is extremely important that you take the following steps to ensure that you are completely satisfied with your order before it leaves Demand Labs.
While we do offer refunds and replacements on products that are damaged during shipping or that are failing (for instance, an emulsion that has separated) we do not offer refunds or accept returns for variations in viscosity, scent, color—these will all vary from batch to batch. Natural ingredients are not identical and can cause variations in the final products, just as one orange is different from another, Because Demand Labs uses the freshest natural ingredients, we do not stock excess ingredient inventory. This means that our ingredients and products are inherently mutable as they are subject to changes in nature. For example, did you know that hemp seed oil may fluctuate in color depending on the growing conditions, varietal, harvest time, etc.?
Damaged, Missing or Lost In Transit Items
While we pack your orders with extreme care, the shipping carrier can sometimes still damage orders. Inspect all packages at the time of acceptance and carefully verify the extent, if any, of damage in the presence of the driver. If possible, keep all packing materials and boxes intact. First notify Demand Labs to start a claim. Please take photos of all damage and email them to firstname.lastname@example.org and we will gladly take care of the claim for you. The only time we cannot handle the claim for you is if you shipped your order under your carrier’s account number. If that is the case then please call the carrier and let them know you have a claim to make.
If the driver is already gone, please still follow the steps above. It is very important to take photos of all product in the original packing boxes. Please keep everything together, Demand Labs will need to contact the shipping carrier to inspect the damage or loss in order to start the claim before a replacement can be sent. New items will be shipped as soon as damaged or missing items have been returned to or verified by Demand Labs or a claim number has been issued to us by the carrier.
You must retain the original packing materials until any claim is resolved. If you discard the damaged goods, there may be no refund or credit by the carrier due the fact that the claim will not be able to be verified.
This process should only take a couple days before new items can be shipped unless the order is lost in transit. Lost items must be traced by the carrier and can take up to 20 days for resolution. We will help to get you your product again, but we must have resolution of status before we can reship without payment for the new shipment. If you are not at present for time of package delivery and if you feel you are in an area where someone might pick up and walk off with your delivered package, we highly recommend that you request “signature required upon delivery” when you place your order. You can do so by making a note in the order comments field.
If Demand Labs has made a shipping error, we will re-ship to you as quickly as we can.
For orders weighing more than 250 pounds, we may ship by a freight carrier. We will call or email you to notify you of the cost prior to shipping your order.