Refund & Cancellation Policy

Effective date: {{PLACEHOLDER: EFFECTIVE_DATE}} · Last updated: {{PLACEHOLDER: LAST_UPDATED}}

We want you to be satisfied with your purchase from LostGrain Labs. Because we sell a mix of living biological cultures, physical supplies, and digital and in-person learning, our cancellation and refund terms differ by product type. Please read the section that applies to your order.

1. Order Cancellations

You may request to cancel an order before it has been dispatched or, for live cultures, before it has been prepared or propagated for your order. Once an item has been dispatched, or a live culture has been prepared to fulfil your order, cancellation may no longer be possible. To cancel, contact us as early as possible with your order number.

2. Live Cultures & Perishable Goods

Living cultures (liquid cultures, agar, grain spawn, and similar) are perishable, time-sensitive biological products. Once shipped, their condition depends on handling, storage, and growing conditions that are outside our control. For this reason:

• We do not accept change-of-mind returns or refunds on live or perishable goods once they have been dispatched.
• If a live culture arrives damaged, leaking, contaminated on arrival, or visibly non-viable, you may be eligible for a replacement or refund — see "Damaged, defective, or incorrect items" below.
• To be eligible, you must report the issue within {{PLACEHOLDER: LIVE_GOODS_REPORT_WINDOW}} of delivery and provide clear photos of the packaging and product as received.
• We cannot be responsible for viability issues that arise from delayed pickup, incorrect storage, or cultivation practices after delivery.

3. Physical Supplies & Accessories

Unused, unopened accessories and supplies in their original condition and packaging may be eligible for return within {{PLACEHOLDER: SUPPLIES_RETURN_WINDOW}} of delivery. Items that are opened, used, or intended to be sterile (and whose seal has been broken) cannot be returned for hygiene and safety reasons unless they are defective. Return shipping costs are {{PLACEHOLDER: RETURN_SHIPPING_TERMS}}.

4. Courses & Digital Content

Access to courses and digital resources is granted immediately on purchase. Because of the nature of digital content, purchases are generally non-refundable once you have accessed the material. If you have not yet accessed a course, you may request a refund within {{PLACEHOLDER: COURSE_REFUND_WINDOW}} of purchase. {{PLACEHOLDER: COURSE_REFUND_EXCEPTIONS}}

5. Consultations & Services

Consulting sessions and services may be rescheduled or cancelled subject to notice:

• Cancellations made at least {{PLACEHOLDER: CONSULT_CANCEL_NOTICE}} before a scheduled session may be eligible for a refund or credit.
• Late cancellations or missed sessions may be non-refundable, and any deposit may be forfeited.
• Work already performed or time already spent on your engagement is non-refundable.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged or defective, or you receive the wrong item, please contact us within {{PLACEHOLDER: DAMAGE_REPORT_WINDOW}}of delivery with your order number and photos. We will work with you to arrange a replacement, credit, or refund at no additional cost to you where the issue is our fault or the carrier's.

7. How to Request a Cancellation or Refund

To make a request, email us at {{PLACEHOLDER: CONTACT_EMAIL}} with the following:

• Your order number (available on your orders page).
• The item(s) affected and the reason for your request.
• Clear photos, where the request relates to damage, defects, or a live-culture issue.

We aim to acknowledge requests within {{PLACEHOLDER: RESPONSE_TIME}} and will let you know the next steps.

8. Refund Method & Timelines

Approved refunds are issued to your original payment method unless we agree otherwise. Once approved, refunds are typically processed within {{PLACEHOLDER: REFUND_PROCESSING_TIME}}; the time for the amount to appear in your account depends on your bank or payment provider.

9. Non-Refundable Items

Except where required by law or stated above, the following are non-refundable: opened or used live cultures and perishable goods, opened sterile supplies, accessed digital content, gift cards, and services already rendered.

10. Contact Us

Questions about a refund or cancellation? Email {{PLACEHOLDER: CONTACT_EMAIL}} or visit our contact page. This policy should be read together with our Terms of Service and Shipping Policy.