Refund policy

Effective Date: February 21, 2026
Last Updated: February 21, 2026


 

 

Our 30-Day Satisfaction Guarantee

We're confident you'll love SubZero — our portable AC that clips right onto your shirt or pants. That's why we offer a 30-Day Satisfaction Guarantee on your first purchase.


Here's how it works:


Try SubZero for up to 30 days. If you're not satisfied for any reason, simply contact us within 30 days of delivery and we'll walk you through the return process. Return the unit and we'll process your refund.


What to expect:


  • Contact our team at support@stasisscience.com

  • Receive return instructions with a Return Authorization number

  • Ship your unit back to us

  • Receive your refund minus return shipping costs and a standard 15% restocking fee for processing and quality control


We built this guarantee because we stand behind SubZero and want you to feel confident trying it. We've designed this to be fair for both you and our small business.


 

 

Detailed Guarantee Terms

Who Is Eligible

Our 30-Day Satisfaction Guarantee is available for:


✓ First-time purchasers making their first one-time purchase of SubZero
✓ Returns initiated within 30 days of the delivery date shown on tracking
✓ Customers who follow our return authorization process (required for quality control)


The guarantee applies once per customer. For customers with multiple orders over time, only the first purchase is covered by this guarantee. Subsequent orders are considered repeat purchases where you already know what to expect from the product.

The 30-Day Return Window

You have 30 days from the delivery date to decide if SubZero is right for you. If you're not satisfied, initiate a return within that window and ship the unit back to us.


Why 30 days? We want to give you enough time to genuinely try SubZero in your daily life, while keeping our guarantee fair for our small business.

What You'll Receive Back

Your refund includes the purchase price of your order, with the following standard deductions:


  • Return shipping costs: You'll pay to ship the product back to us (we recommend a trackable method)

  • Original shipping fees: The cost to ship your order to you originally is non-refundable

  • 15% restocking fee: Standard fee to cover quality control inspection, processing, and handling of returned units


These deductions are standard practice to prevent abuse while maintaining a fair guarantee. The restocking fee helps offset inspection and processing costs for our small business.

Return Process

To ensure quality control and prevent fraud, all returns require authorization:


Step 1 - Contact Us
Email support@stasisscience.com (we typically respond within 12-24 hours) with:


  • Your order number

  • Brief explanation of your experience with SubZero


Step 2 - Receive Authorization
We'll review your request and email you a Return Authorization (RA) number within 3-5 business days, along with return shipping instructions.


Step 3 - Package Your Return
Include your SubZero unit, original packaging, and any included accessories or bonus items. Write the RA number clearly on the package. You have 14 days from receiving the RA number to ship your return.


Step 4 - Ship & Track
Ship to the address provided. We recommend trackable shipping since we can't be responsible for returns lost in transit.


Step 5 - Refund Processing
Once we receive and inspect your return (typically 7-10 business days), we'll process your refund to your original payment method. Your bank will post the credit within 5-10 business days.


Total timeline: Most refunds appear in customer accounts within 3-4 weeks from when they ship their return.


 

 

Product Quality & Safety

Return Condition Requirements

To be accepted for return, your SubZero unit must meet the following conditions:


  • Unit must be undamaged: Normal use wear is acceptable, but units with physical damage (cracked casing, broken clip, water damage, etc.) from misuse cannot be accepted

  • All accessories included: Original clip, charging cable, and any other included items must be returned

  • Original packaging preferred: Returning in original packaging helps prevent shipping damage

  • Not physically modified: Units that have been opened, modified, or tampered with cannot be accepted

Damaged or Defective Products

Received a damaged package or defective unit? We'll make it right.


Contact us within 7 days of delivery at support@stasisscience.com with photos of the damage. We'll send a replacement or issue a refund at our discretion.

1-Year Warranty

SubZero is backed by a 1-Year Limited Warranty from the date of delivery. This warranty covers manufacturing defects and component failures under normal use.


The warranty covers:


  • Fan or motor failure under normal use

  • Defective charging port or cable

  • Clip mechanism failure not caused by physical misuse

  • Any other manufacturing defect


The warranty does NOT cover:


  • Physical damage from drops, impacts, or misuse

  • Water damage beyond the product's rated conditions

  • Damage from unauthorized modifications

  • Normal wear and tear


To make a warranty claim, contact support@stasisscience.com with your order number, a description of the issue, and photos where relevant. We'll assess the claim and send a replacement unit at no charge for valid warranty claims.


 

 

Subscription Orders

How Subscriptions Work

If you enrolled in our subscription program:


  • Auto-renewal: Your subscription automatically renews at your chosen frequency (monthly, bi-monthly, etc.) until you cancel

  • First shipment: Covered by our 30-Day Guarantee under standard terms if initiated within 30 days of delivery

  • Subsequent shipments: Not covered by the guarantee since you've already tried the product and chose to continue

  • Cancellation: Cancel anytime by emailing support@stasisscience.com at least 3 business days before your next scheduled shipment


Subscriptions exist for customers who know SubZero works for them and want the convenience of automatic shipments. That's why subsequent shipments aren't covered by the first-purchase guarantee.


 

 

Special Circumstances

When Refunds Don't Apply

Our guarantee covers product satisfaction, but some situations fall outside guarantee coverage:


Outside the Return Window
Returns must be initiated within 30 days of delivery. Requests received after this window are not eligible for the guarantee.


Damaged by Misuse
SubZero units returned with physical damage caused by misuse, dropping, water exposure, or unauthorized modification are not eligible for a refund under the satisfaction guarantee. These may still be eligible for assessment under the 1-Year Warranty.


Product Description Disputes
All product specifications and features are disclosed on our website before purchase. Claims of "not as described" when the product matches our published specifications are not valid guarantee grounds.


Process Violations
Returns without proper RA numbers, returns shipped after RA expiration, incomplete returns missing accessories or packaging, or returns that don't follow the outlined process cannot be accepted.

International Customers

We welcome international orders, but please note:


  • You're responsible for return shipping costs (may exceed $50 depending on location)

  • Customs duties/taxes paid on original shipment are non-refundable

  • Return processing may take longer due to customs clearance

  • Products seized or rejected by your country's customs agency cannot be refunded (customers are responsible for understanding local import regulations)


 

 

Dispute Resolution

Contact Us First

Before taking any formal dispute action, please contact us at support@stasisscience.com. We respond within 12-24 hours and resolve most concerns quickly through conversation. Most issues are simple misunderstandings that we can clear up immediately.

Chargebacks

Credit card chargebacks should be a last resort for actual fraud or unauthorized charges.


If you file a chargeback without contacting us first, it creates an adversarial situation where your credit card company investigates both parties. This makes it impossible for us to offer our guarantee resolution, which is usually faster and easier for everyone.


Important: You must choose one dispute path - either work with us through our guarantee process, OR file a chargeback through your bank. Using both paths simultaneously creates conflicting claims.


If you file a chargeback:


  • Our guarantee process becomes unavailable (the bank takes over dispute resolution)

  • We're required to provide evidence to the payment processor (order records, shipping proof, correspondence)

  • The investigation timeline is controlled by your bank, not us


For valid orders that were delivered as described, we contest chargebacks through our processor's standard dispute process. We keep order records, shipping confirmations, and correspondence to provide evidence when needed.

Account Security

To protect our business and honest customers from fraud, we monitor for concerning patterns:


  • Multiple refund requests from linked accounts (same address, payment method, device, etc.)

  • False claims of non-delivery when tracking shows delivered

  • Tampering with products to claim defects

  • Creating multiple accounts to bypass guarantee limits


Accounts engaging in fraudulent activity will be closed. We participate in standard e-commerce fraud prevention networks that help merchants identify and prevent repeat fraud across platforms.


 

 

Privacy & Data Protection

Information We Collect for Orders

To process your order and potential return, we collect:


  • Name, shipping address, email, phone

  • Order and transaction details

  • Shipping tracking and delivery confirmation

  • Customer service correspondence


This information is retained to fulfill orders, provide customer service, process returns, and for our standard business record-keeping. For payment security and chargeback protection, records are retained for up to 3 years.


We use secure, industry-standard payment processing (we don't store complete credit card information on our servers) and work with trusted service providers for shipping, fulfillment, and customer service.


 

 

Changes to This Policy

We may update this policy periodically. Changes take effect when posted to our website. For purchases made before a policy change, the policy in effect at time of purchase will apply to that order.


Material changes will be noted with an updated "Last Updated" date at the top of this page.


 

 

Contact Us

Questions about our guarantee or need to start a return?


Email: support@stasisscience.com
Response time: 12-24 hours (business days)


Mailing Address:
Stasis Science
9100 Wilshire Blvd. East Tower Suite 333
Beverly Hills, CA 90212
United States


 

 


By placing an order with Stasis Science, you acknowledge that you have read and agree to this Return and Refund Policy.