Refund policy
Return & Refund Policy
We rarely accept physical returns. Once a shipment leaves our facility we cannot guarantee the integrity of any product that is returned to us — and we would never resell or reuse a returned item.
What we do instead: replacement
If there is a problem with your order — damaged shipment, incorrect item, or suspected product issue — please contact us and we will make it right. In most cases, we will ship a replacement at no charge.
Reporting damage at delivery
If your package arrives visibly damaged, please document it before opening: photograph the outer packaging, then the contents, before discarding any materials. This documentation helps us file a carrier claim on your behalf and speeds up resolution.
How to reach us
Contact us within 5 business days of receiving your order. The sooner we hear from you, the faster we can resolve it. Please include:
- Your order number
- A description of the issue
- Photos if applicable (damaged packaging, incorrect labeling, etc.)
We respond to all inquiries within one business day.
Eligibility
Replacement requests must be submitted within 5 business days of the confirmed delivery date and are reviewed on a case-by-case basis.
You can always contact us for any return question at sales@nitrate.com.