Report within 24 hours
Email support@bculabs.com within 24 consecutive hours of the carrier-recorded delivery for visible damage, missing items, or incorrect items. Weekends and holidays count. Your initial email timestamp controls, not when support responds. Late reports are ineligible under our voluntary replacement policy. Statutory rights and hidden defects that could not reasonably be discovered on inspection are not excluded.
Document the issue
Include the order number, delivery date, affected product, size, quantity, and description. Provide photos of the label, outer packaging, inner packing, and affected items. Keep all packaging and affected items. Report on time even if some evidence is still being gathered; we may request additional reasonable documentation. Do not use, reconstitute, or discard affected items during review.
Eligibility and missing deliveries
Shipping damage, an incorrect product or size, and missing ordered items qualify for review. A timely claim does not automatically qualify for replacement. Never-delivered parcels are investigated separately and are not subject to a deadline measured from delivery. For a delivered scan with a missing parcel, report within 24 hours; we will review the delivery evidence.
What our voluntary policy excludes
We do not offer change-of-mind returns, preference-based exchanges, or free replacements for customer-provided address errors, refused deliveries, uncollected parcels, or damage caused by improper storage or handling after receipt. Opened, used, or reconstituted materials cannot be returned for change of mind. These exclusions do not defeat a legally required remedy for defective or misdescribed products.
Approved replacements
We replace only the affected quantity of the same product and size and cover standard replacement shipping. If unavailable, support will discuss timing or an alternative; substitutions require your agreement. Replacements remain subject to inspection and the same reporting rules. Claims do not entitle you to additional products or upgrades.
No unauthorized returns
Contact support before sending anything back. If a return is required for an approved claim, we will provide written instructions and any applicable prepaid label. Do not dispose of or send affected material until instructed. An unauthorized return does not automatically create refund or replacement eligibility.
Required refunds and other rights
We do not offer discretionary cash refunds or store credit instead of our replacement policy. Required refunds—including applicable cancellation rights for unshipped delayed orders—and other non-waivable remedies remain available. We will not require you to accept a replacement or store credit instead of a legally required refund. See Shipping & Handling for dispatch, delivery, and missing-parcel rules.