This Returns & Refunds Policy explains the limited circumstances under which Orvex accepts claims relating to research compounds purchased from the Orvex website (the “Site”). Please read it carefully before ordering. It is incorporated into and governed by our Terms & Conditions.
1. All Sales Are Final
Because the products we supply are high-purity research compounds whose stability and integrity depend entirely on proper storage, handling, and chain of custody, they cannot be re-stocked, re-certified, or resold once they leave our facility. For this reason, all sales are final. Orvex does not accept returns or issue refunds for change of mind, buyer error, improper storage after delivery, or any product that has been opened, unsealed, or altered. This Policy governs returns and refunds and is incorporated into, and governed by, our Terms & Conditions; in the event of any conflict, the Terms & Conditions control.
2. Order Cancellations
Because orders are processed and dispatched as quickly as possible, cancellations cannot be guaranteed once an order has been submitted, even if the package has not yet physically left our facility. If you believe an error was made, contact support@orvex.co immediately. Once an order has shipped, it cannot be cancelled, modified, or diverted.
3. Limited Exceptions
Refunds or replacements are considered only in the following limited situations:
- Verifiable product defect confirmed after review by Orvex;
- Shipping error where Orvex sent a product different from what was ordered; or
- A package confirmed lost or undeliverable in transit by the carrier.
All such claims must be submitted within 72 hours of delivery (or of the expected delivery date for a package not received). Requests submitted after this window will not be reviewed.
4. How to Submit a Claim
To submit a claim, email support@orvex.co within the 72-hour window and include:
- Your order number and the product(s) affected;
- A clear description of the issue; and
- Clear photographs of the outer packaging, inner packaging, product label, and any visible damage or the shipping box.
Failure to provide sufficient documentation may result in the claim being denied.
5. Review & Remedy
Orvex reviews claims within a reasonable time and reserves the sole and absolute discretion to determine whether a product qualifies as defective, incorrect, or lost. Approval of any claim is not guaranteed. Where a claim is approved, Orvex may, at its discretion, provide a replacement, store credit, or refund. Remedies are limited to the value of the affected product.
6. Not Eligible
The following are not eligible for return, refund, or replacement:
- Change of mind, buyer’s remorse, or dissatisfaction;
- Orders placed incorrectly by the customer, or shipped to an address entered incorrectly by the customer;
- Improper storage or handling after delivery, or use error;
- Carrier delays or packages lost or stolen after delivery confirmation (see Shipping Policy);
- Opened, unsealed, tampered, or used products; and
- Products purchased on sale or with a discount code, unless defective.
7. Product Purity Guarantee (Optional)
Every batch is supported by a third-party Certificate of Analysis reflecting testing on that specific batch. If you believe a product does not meet its stated purity, you may have it tested, at your own initial cost, by an independent, accredited U.S. laboratory whose results are verifiable directly with the facility, within 30 days of delivery. If verified results show purity materially below the stated specification, Orvex will, at its discretion, provide a replacement, store credit, or refund of that product and reimburse the reasonable cost of the test. This guarantee does not apply to peptide salts or blends where the labeled amount reflects the total compound and the active yield is scientifically known to be lower.
8. Refund Method & Timing
Where a monetary refund is approved, it is issued to the original payment method within a reasonable time after approval. Payments made by ACH or cryptocurrency are non-reversible once confirmed; any approved remedy for such orders may be provided as a replacement or store credit at Orvex’s discretion.
9. Chargebacks & Payment Disputes
You agree to contact support@orvex.co to resolve any issue before initiating a chargeback or payment dispute. Initiating a chargeback without first contacting us, or in bad faith, is a breach of our Terms & Conditions. Orvex maintains complete documentation for every order — including order confirmations, shipping and tracking records, fulfillment photographs, and a copy of these policies — and will submit that documentation to contest any unwarranted dispute. Customers who file fraudulent or unwarranted chargebacks may have their accounts permanently terminated and future orders refused.
10. Seized, Detained, or Refused Shipments
Orders that are detained, seized, refused, or destroyed by any customs, governmental, regulatory, or law-enforcement authority, or refused or returned by a carrier — whether due to international import laws or the laws of the purchaser’s state or locality — are not eligible for a refund or replacement. It is the purchaser’s sole responsibility to verify that the purchase, importation, possession, and receipt of research compounds is legal in their jurisdiction, including their state and locality, before ordering.
11. Changes to This Policy
Orvex may update this Returns & Refunds Policy at any time. Changes will be posted on this page with a revised “Last Updated” date and apply prospectively.
12. Contact Us
Orvex Co LLC
Email: support@orvex.co
