Hawk Research Laboratories, LLC Policy on Exchanges, Returns, and Claims of Defective Merchandise:
This policy covers products sold under the Hawk Research Laboratories, Bonstone Materials, and V-Seal brands.
Any errors in order fulfillment made by Hawk Research Laboratories LLC (“Hawk”) must be reported to Hawk within 72 hours of receipt of merchandise. Product returns for unwanted or excess merchandise must be completed within 30 business days from original delivery. A 20% restocking fee is assessed on all returned items. To be eligible for a return, products must be in unopened containers, have at least 90 days of remaining shelf-life, and if the product is a kit containing more than one component, it must be returned in its entirety. No custom products such as custom colors are eligible to be returned.
Damages in transit by shipping companies must be reported to Hawk Research Laboratories, LLC within 24 hours of receipt of the merchandise, to process any claim. Any apparent shipping damage observed at the time of package delivery must be noted in writing on the shipping receipt or electronic signature. Loss or damage may not be apparent until the item has been unpacked. When damage or loss is discovered, the customer must take pictures of the damage and contact Hawk’s Customer Service to file a claim. This should be completed no later than 3 days after the delivery date. Hawk accepts no responsibility for filing claims for damage during shipment when the customer is using their own shipping account or third-party billing.
All returns must first receive a Return Merchandise Authorization (RMA) Code issued by Hawk Research Laboratories, LLC. No returned merchandise will be accepted by our shipping department without an RMA Code clearly posted on the outside package. Returns of hazardous goods must be prepared by a person or company properly trained in the shipping of hazardous/dangerous goods. The customer is responsible for all shipping charges to Hawk for any returned merchandise or repairs, regardless of warranty status. Hawk is not responsible for freeze/thaw damages, or any other shipping damages, to merchandise returned to Hawk. After the 20% restocking fee, any credit on returns is based upon salvageable product value at the time of the return.
Any returns which are deemed to be covered by warranty will be repaired or replaced at the discretion of Hawk and will be returned to the customer freight prepaid using the most economical method of shipping. Any non-warranty product repair or replacement will be shipped with all shipping and handling charges being the responsibility of the customer. Product repairs will be quoted for parts and labor before repairs are performed.This July 2025 policy statement supersedes all other previously stated Hawk exchange and return policies.
