What is UTEX's Refunds & Returns Policy?

Modified on Fri, Jun 15, 2018 at 2:48 PM

The UTEX Culture Collection of Algae (UTEX) Returns Policy lasts for 30 days. Unfortunately, we cannot offer you a refund or exchange if more than 30 days have gone by since your purchase. To be eligible for a return, you must have prior UTEX authorization, the item must be unused and in the same condition that you received it in, and it must be in the original packaging.

Several types of products at UTEX are exempt from being returned. Living algal strains, Algae Express strains, Teaching Kits, and Algal Culture Media cannot be returned outside of the 48-hour replacement request window (Visit: https://utex.org/pages/order-replacement-requests).

Additional non-returnable items:

  • UTEX Store Credit / Gift cards
  • Downloadable products

To complete your return, we require a receipt or proof of purchase and prior UTEX authorization, which can be obtained by submitting a UTEX Support Desk Ticket (Visit: https://utex.freshdesk.com/support/tickets/new).

Please do not send your items back without first contacting UTEX. We will refuse and/or destroy any packages received without prior notice.

Refunds (if applicable)

Once your approved return is received and inspected, we will send you an email to notify you that we have received your returned item. Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Refund requests regarding Living Algal Strains, Algae Express Strains, Teaching Kits, and Algal Culture Media outside of the 48-hour replacement window, are only eligible for refunds, minus shipping costs, in the form of UTEX Store Credit sent via email. The UTEX Store Credit does not expire and can be used for any purchase on the UTEX website.

There are certain situations where only partial refunds are granted: (if applicable)

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again, then contact your credit card company. It may take some time before your refund is officially posted. Next contact your bank--there is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please submit a UTEX Support Desk Ticket (Visit: https://utex.freshdesk.com/support/tickets/new)

Sale items (if applicable)

Only regular priced items may be refunded; sale items cannot be refunded.

Exchanges (if applicable)

For Living Algal Strains, Algae Express Strains, Teaching Kits, and Algal Culture Media, we only replace items if a request is sent within 48-hours of receiving your order. The reason for the replacement request must fall under one of the two criteria required for a replacement request (View: https://utex.org/pages/order-replacement-requests).

For other items sold at UTEX, we will only replace items if they are defective or damaged. If you need to exchange it for the same item, submit a UTEX Support Desk Ticket (Visit: https://utex.freshdesk.com/support/tickets/new).


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we are unfortunately only able to provide a refund to the original person who placed the order.


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75 USD, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

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