Keystone Supplies refunds and returns
Effective October 1, 2026.
Cancelling before your order leaves us
Email us with your order number before the order leaves us. We cancel it and refund the full order value as described below.
Returning unopened items
You can return unopened items within 30 days of delivery. Research materials must be in their original sealed vials and packaging. The Reusable Precision Pen must be unused and in its original packaging. We cannot accept an opened vial or a used pen, because we cannot confirm how it was handled.
To start a return, email us with your order number and the items you want to return. We reply with the return address and a return reference. A package sent without a return reference may be refused. You pay the return postage unless the return is our mistake.
There is no restocking fee.
Damaged, incorrect, or missing items
If an item arrives damaged, is not what you ordered, or is missing from the package, email us within 7 days of delivery. Include your order number and photos of the item, the packaging, and the shipping label.
We then send a replacement or refund the affected items, whichever you prefer, and we pay any postage involved. If we need the item back, we send you a prepaid label.
How refunds are paid
Refunds are paid in Bitcoin, the way you paid. We refund the US dollar value of the refunded items as charged at purchase, converted to BTC at the exchange rate on the day we send the refund. The Bitcoin network fee for sending the refund is deducted from it.
To receive a refund, email us a Bitcoin address from the email address on your account. We send refunds only to an address supplied that way. We will never ask for your password, private keys, or recovery phrase.
We aim to send a refund within 5 business days of approving it: when we cancel an order, when a return reaches us and is checked, or when a damage claim is approved.
Contact
Start a cancellation, return, or claim at keystone_supplies@proton.me.