Refund policy

KRYOSTASIS LLC RETURN, REFUND & CANCELLATION POLICY

Effective Date: July 17, 2026

Kryostasis LLC (“Kryostasis”) provides this Return, Refund & Cancellation Policy for products purchased through www.kryostasis.com. This Policy explains when orders may be canceled, returned, or refunded, and the applicable fees and conditions. By completing a purchase, you agree to the terms and fee structures detailed below.

1. POLICY SUMMARY & REGIONAL SCOPE

  • Geographic Coverage: This policy applies strictly to orders shipped within the Continental United States.
  • Return Window: Fourteen (14) calendar days from the official date of carrier delivery confirmation.
  • Cancellation Window: Orders may be canceled only before they have been prepared for dispatch or tendered to the carrier.
  • Restocking Fee: A 25% restocking fee applies to all approved, non-defective returns (Buyer’s Remorse).
  • Cancellation Fee: A 7% order processing cancellation fee applies to all orders canceled prior to shipment.

2. ORDER CANCELLATIONS (PRIOR TO SHIPMENT)

We initiate order fulfillment and security checks rapidly upon payment confirmation. If you wish to cancel your order before it leaves our designated fulfillment facility, you must submit an urgent request via our live support widget or email at support@kryostasis.com.

  • Pre-Shipment Cancellation Fee: All approved cancellations made prior to shipment are subject to a 7% cancellation fee deducted from the total refund amount. This fee covers payment processing costs, administrative handling, and other non-recoverable expenses associated with processing and canceling the order.
  • Post-Shipment Status: Once an order has been prepared for dispatch, loaded onto a common carrier tractor-trailer, or left our partner facility, it cannot be canceled. At this stage, the order is considered "in-transit" and must be treated as a standard return under Section 3, subject to all applicable return freight and restocking fees.

3. RETURN ELIGIBILITY & CONDITIONS (BUYER’S REMORSE)

If you are unsatisfied with your product for personal reasons, you have fourteen (14) calendar days from the date of carrier delivery confirmation to request a return.

Kryostasis fulfills orders through authorized logistics and warehousing partners within the United States. Return shipments must be directed only to the address provided in your official RMA confirmation.

To qualify for a return and receive a partial refund, the item must strictly meet the following criteria:

  • Unused Condition: The product must be completely unused, uninstalled, and in pristine, resalable condition.
  • Used Product Exclusion: Products that have been filled with water, installed, or otherwise used are not eligible for return except where required by applicable law or covered under the Limited Warranty.
  • Original Packaging: The product must be securely packed in its original uncompromised shipping packaging, including the original wooden freight crate, specialized pallet, straps, and internal protective foam structural wrap.
  • Consumable Exclusions: Due to health, hygiene, and chemical degradation risks, the following items are strictly non-returnable and non-exchangeable once shipped: water maintenance chemicals, replacement filters, sanitizer kits, protective spa covers, and custom or personalized accessories.

4. RETURN FREIGHT COSTS & RESTOCKING FEES

For all change-of-mind, aesthetic preference, or non-defective returns:

  • Return Logistics: Unless otherwise agreed in writing, customers are responsible for arranging and paying for return freight transportation for approved non-defective returns. Kryostasis will not issue prepaid shipping labels or coordinate residential truck dispatch for non-defective returns.
  • The 25% Restocking Fee: All approved non-defective returns are subject to a 25% restocking fee based on the original product purchase price. This amount will be automatically deducted from your final refund total. This fee helps offset costs associated with reverse logistics, warehouse receiving and inspection, product handling, repackaging (if applicable), administrative processing, and other non-recoverable operational expenses.

5. RETURN AUTHORIZATION PROCESS

Returns will not be accepted without a valid Return Merchandise Authorization (RMA) issued by Kryostasis. To initiate a valid return, you must execute the following sequence:

  1. Submit a Request: Contact our support operations at support@kryostasis.com within 14 days of delivery. State your Order Number (e.g., KRYO-XXXX), the specific items you wish to return, and your reason for the request.
  2. Provide Photographic Verification: You must attach clear, high-resolution photographs demonstrating that the product remains completely unused, uninstalled, and fully packed inside its intact original wooden crate and pallet packaging.
  3. Receive an RMA Number: Once approved, our team will issue an official Return Merchandise Authorization (RMA) number along with the designated domestic fulfillment center warehouse address.
  4. Ship the Unit: Securely dispatch the freight shipment. You must email the carrier tracking number and a copy of the freight Bill of Lading (BOL) to Kryostasis within seven (7) days of RMA issuance.

6. INSPECTION & REFUND TIMELINES

Once the returned shipment is received at the designated fulfillment warehouse, it will undergo a technical intake inspection within seven (7) business days to verify product integrity, structural soundness, and unused status.

  • Approved Status: If the unit passes factory criteria, your partial refund (minus the 25% restocking fee) will be processed. Refunds are issued strictly to the original payment method used at check-out. Financial institutions typically take 7 to 14 business days to reflect the capital on your statement.
  • Damaged or Used Returns: If the inspection reveals that the unit was used, filled with water, damaged due to insecure return packaging, or altered, Kryostasis reserves the right to issue a reduced partial refund or reject the return entirely, where permitted by applicable law.

7. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

The restrictions, restocking fees, and return shipping liabilities outlined in this policy do not apply to items that arrive physically damaged by the carrier, possess documented manufacturing defects, or represent an incorrect order mix-up. Please refer directly to Section 6 of our Shipping Policy for mandatory 48-hour reporting protocols and instructions on noting freight damage on the Bill of Lading (BOL). Validated manufacturing defects are handled strictly via our official Limited Warranty.

Kryostasis reserves the right to update or modify this Policy at any time. Changes will apply to future purchases and will not affect orders already placed unless required by applicable law.

8. CORPORATE CONTACT INFORMATION

  • Company Name: Kryostasis LLC
  • Corporate Address: 30 N Gould St Ste R, Sheridan, WY 82801
  • Customer Support Phone: +1 (213) 715-5777
  • Customer Support Email: support@kryostasis.com
  • Official Website: www.kryostasis.com