1. OVERVIEW
ORVEX Biomedical Research is committed to delivering high-quality research compounds and standing behind every order we ship. This Return and Refund Policy applies to all purchases made through our official website, www.orvexbio.com, and outlines the conditions under which returns, replacements, and refunds are accepted.
By placing an order, you agree to the terms set forth in this policy.
2. ELIGIBILITY FOR RETURNS
2.1 Unopened Products
Unopened and sealed products may be eligible for return within 7 days of confirmed delivery, subject to prior approval by ORVEX Biomedical Research.
To qualify, the product must:
- Be unused and in its original condition
- Be sealed with all original labels and packaging intact
- Show no signs of tampering or damage
Approved returns may be subject to a restocking fee of 20% of the original product value. This fee will be deducted from the total refund amount.
The restocking fee does not apply to returns initiated due to a manufacturing defect or incorrect item shipped.
ORVEX Biomedical Research reserves the right to deny returns that show signs of tampering or damage that may compromise product integrity.
2.2 Opened Products
Opened products are not eligible for return due to the nature of our research compounds. Exceptions are made only in the following cases:
- The product contains a manufacturing defect (e.g., broken vial, leaking packaging, compromised seal)
- The wrong item was delivered
In these cases, the issue must be reported within 24 hours of delivery with photographic evidence. Please refer to Section 4 for instructions on how to file a claim.
3. NON-RETURNABLE ITEMS
The following are not eligible for return or refund under any circumstances:
- Products returned after the 7-day return window
- Products that have been opened, used, or partially consumed, unless a manufacturing defect is documented
- Products damaged due to improper storage, handling, or use after delivery
- Products with broken seals or removed labels that are not accompanied by documented defect evidence
- Shipping insurance fees
- Credit card processing fees
4. HOW TO REQUEST A RETURN OR REFUND
To initiate a return or refund request, please follow the steps below:
- Contact our support team within the applicable timeframe (7 days for unopened products / 24 hours for defective or incorrect items).
- Reach us via email at support@orvexbio.com or via text at +1 (657) 520-3927.
- Include your order number, a description of the issue, and clear photos of the product, packaging, and labels where applicable.
- Our team will review your request and respond within 1 to 2 business days.
- If your return is approved, you will receive instructions for sending the product back, including a prepaid return shipping label if applicable.
All eligible returns must be sent to:
ORVEX Biomedical Research
Redwood City, CA – USA
Our support team is available Monday through Friday, 9:00 AM – 5:00 PM PST.
5. RETURN SHIPPING COSTS
5.1 Defective or Incorrect Items
If the return is due to a product defect or an error on our part (wrong item shipped), ORVEX Biomedical Research will cover all return shipping costs. A prepaid return label will be provided upon approval of the claim.
5.2 Customer-Initiated Returns
If the return is initiated for any reason other than a defect or shipping error (e.g., the customer no longer wants the product), the customer is responsible for all return shipping costs.
Return shipments must use a trackable shipping method. ORVEX Biomedical Research is not responsible for returned packages that are lost or damaged in transit.
5.3 Right to Request Return of Defective Items
ORVEX Biomedical Research reserves the right to require the return of defective or incorrect items before issuing a replacement or refund. If a return is required, a prepaid shipping label will be provided. This measure is in place to maintain the integrity of our claims process and protect all customers from fraudulent activity.
6. REFUND PROCESSING
Once the returned product is received and inspected, or the defect claim is verified, refunds will be processed as follows:
- Approved refunds are issued to the original payment method used at the time of purchase within 5 to 7 business days.
- In cases where a refund cannot be issued to the original payment method due to payment processor restrictions or transaction settlement limitations, ORVEX Biomedical Research will issue a store credit equal to the full purchase amount. Store credits are non-transferable and expire 12 months from the date of issue.
- The original shipping fee ($12.90) is non-refundable unless the return is due to a product defect or an error on our part.
- The credit card processing fee (2.99%) is non-refundable.
- Where applicable, a restocking fee of 20% will be deducted from the refund amount prior to processing. This fee does not apply to returns due to a manufacturing defect or incorrect item shipped.
7. REPLACEMENTS
If you prefer a replacement instead of a refund, ORVEX Biomedical Research will ship a replacement item within 1 to 2 business days following claim approval, using the same shipping method as the original order.
Only one replacement may be issued per order. If the replacement item also presents a defect, a full refund will be issued.
8. PRODUCT DEFECTS VS. TRANSIT DAMAGE
It is important to understand the distinction between the two types of issues:
- Product defects (broken vial, leaking seal, manufacturing quality issues): Covered under this Return and Refund Policy, regardless of whether shipping insurance was purchased.
- Transit damage (package crushed, lost in transit, damaged by carrier): Covered under our Shipping Policy and requires shipping insurance to be eligible for a claim.
If you are unsure which category your issue falls under, please contact our support team and we will guide you accordingly.
9. ORDER CANCELLATIONS
9.1 Before Shipment
Orders may be cancelled at no charge if the request is made before the order has been dispatched. To cancel an order, contact us immediately via text at +1 (657) 520-3927 or by email at support@orvexbio.com. A full refund will be issued to the original payment method, less any non-refundable payment processing fees, when applicable.
9.2 After Shipment
Once an order has been shipped, it cannot be cancelled. The customer may initiate a return in accordance with Section 2 of this policy once the package has been delivered.
10. CHARGEBACKS AND DISPUTES
We encourage customers to contact our support team before initiating a chargeback or dispute with their financial institution. Most issues can be resolved quickly and directly.
ORVEX Biomedical Research maintains detailed records of all transactions, including order details, payment confirmation, shipment tracking, and carrier delivery confirmation. These records will be used to respond to any chargeback or dispute filed.
Chargebacks initiated without a prior good-faith attempt to resolve the issue directly with ORVEX Biomedical Research may be disputed and may result in account suspension or permanent restriction from our platform.
11. RIGHT TO REFUSE RETURNS
ORVEX Biomedical Research reserves the right to deny any return or refund request if:
- There is evidence of product tampering, attempted use, or intentional damage
- The return window has expired
- The product was not purchased through www.orvexbio.com
- The request does not meet the eligibility criteria outlined in this policy
12. COMPLIANCE NOTICE
All products sold by ORVEX Biomedical Research are intended for research use only and are not intended for human or veterinary use. Returns or refund requests based on dissatisfaction with results from non-research applications will not be accepted. Buyers are solely responsible for ensuring compliance with all applicable laws governing the purchase and use of research compounds in their jurisdiction.
13. CONTACT
For any return or refund inquiries, our support team is available Monday through Friday, 9:00 AM – 5:00 PM PST.
Email: support@orvexbio.com
Phone: +1 (657) 520-3927
Website: www.orvexbio.com
Address: Redwood City, CA – USA