Returns & Refund Policy

1. Overview

Because we supply specialized research materials, returns and refunds are handled differently than typical retail products.

Our priority is to:

• protect product integrity

• maintain clear traceability

• operate in line with our research-only positioning

This policy explains when a return, replacement, or refund may be available and how to request one.

2. Eligibility for Returns / Replacements

We may offer a return, replacement, or refund in the following situations:

Wrong item received

The product you received does not match the item listed on your order confirmation.

Damaged in transit

The product or packaging arrives visibly damaged in a way that may affect integrity (e.g., broken vial, compromised seal).

Missing items

One or more items listed on your packing slip are missing from the shipment.

Significant labeling or packaging issue

The label is incorrect, unreadable, or there is a clear packaging error that affects traceability.

In all cases, we may ask for clear photos of:

• the outer shipping box,

• the internal packaging, and

• the affected product(s).

This helps us assess the issue and prevent it from happening again.

3. Situations That Are Not Eligible

Due to the nature of research materials, the following are not normally eligible for return or refund:

• Products that have been opened, used, or removed from appropriate storage

• Products that were stored improperly after delivery (e.g., left in heat, direct sun, or non-refrigerated when cold storage is required)

• Products ordered in error (wrong item, wrong quantity) where we shipped exactly what was ordered

• Changes of mind or buyer’s remorse

• Any claim related to results, effects, or outcomes, as products are supplied for research use only and not for human or animal use

We reserve the right to refuse returns or refunds where product integrity can no longer be assured.

4. Timeframe for Reporting an Issue

To be eligible for review, any issues must be reported to us within 7 days of delivery according to the carrier’s tracking information.

After 7 days, we may not be able to verify storage conditions, handling, or shipping issues, and requests may be declined.

5. How to Request a Return, Replacement, or Refund

If there is an issue with your order:

Email finance@vitanex.ca with:

• Your order number

• A description of the issue

• Clear photos of the packaging and product(s)

Our team will review:

• The details you provided

• The order record and shipping information

• The nature of the issue (e.g., damage, wrong item, missing items)

We will respond with:

• Any additional information we need

• Whether your request is approved, partially approved, or declined

• Next steps (e.g., replacement shipment, return instructions, or refund)

Please do not ship any products back to us without prior authorization.

6. Return Shipping

If a return is authorized:

In most cases where Vitanex Biosciences is at fault (e.g., wrong item shipped), we will either:

• provide a prepaid return label, or

• instruct you to safely dispose of the product in accordance with your facility’s procedures and not return it, while still processing a replacement or refund as appropriate.

If a return is authorized in other circumstances, you may be responsible for the return shipping cost unless otherwise agreed in writing.

All returns must be packed securely to prevent further damage in transit.

7. Refunds

If a refund is approved:

• It will generally be processed to the original payment method used for the order.

• Depending on your bank or payment provider, it may take several business days for the refund to appear on your statement.

In some cases, we may offer:

• a full refund,

• a partial refund,

• or a store credit,

depending on the situation and condition of the product.

8. Replacements

Where appropriate, we may offer to:

• resend the correct product if the wrong item was shipped

• replace damaged items where damage in transit is confirmed

• reship missing items

Replacement shipments will be handled with the same standards of storage, packing, and tracking as the original order.

9. Lost or Undelivered Shipments

If a tracked shipment shows as delivered but you have not received it:

Please first check:

• with neighbors, building staff, or mailroom (if applicable)

• any designated parcel lockers or secure drop-off areas

If it still cannot be located:

• contact us at finance@vitanex.ca with your order number

• we may open a carrier investigation and review replacement or refund options according to the outcome and our policy

If a shipment is marked lost in transit by the carrier, we will typically arrange a replacement shipment or refund, subject to verification.

10. Research-Use Only Notice

All Vitanex Biosciences products are sold solely for laboratory research use by qualified professionals.

They are not intended for:

• use in humans or animals

• diagnostic or therapeutic applications

• any form of ingestion, injection, or topical application

No claims regarding results, effects, or outcomes are made or implied.

Returns and refunds will not be granted on the basis of expected or perceived outcomes, as our products are not sold for any medical or performance use.

11. Policy Updates

Vitanex Biosciences may update this Returns & Refund Policy from time to time to reflect changes in our operations, logistics, or legal requirements. The current version posted on our website will apply to all new orders.