Institutional Agreement: All products distributed by Onyx Research are supplied exclusively for in-vitro evaluation, academic research, and preclinical laboratory testing. Because these materials are strictly not intended for human or veterinary use, therapeutic administration, or resale, our return and refund guidelines are governed by stringent chemical safety and biological contamination containment protocols.

By submitting an order on onyx-researchlab.com, the purchasing institution or qualified researcher explicitly accepts the terms outlined below.

🔬 1. Return Policy and Chemical Containment

Due to the delicate molecular structure of synthetic peptides, lyophilized coenzymes, and oral research compounds, Onyx Research cannot accept physical returns of any opened, unsealed, or shipped chemical products.

Why Physical Returns are Restriced:

• Chain of Custody Maintenance: Once a temperature-sensitive or vacuum-sealed research vial leaves our climate-controlled repository, its structural integrity cannot be completely verified.

• Contamination Hazards: To protect the scientific community and prevent the cross-contamination of laboratory environments, we cannot introduce previously shipped chemical agents back into our fulfillment supply chain.

If a shipment arrives at your facility damaged, compromised, or missing components, please refer to the Replacement and Resolution framework in Section 2.

🧪 2. Damaged, Compromised, or Incorrrect Shipments

Onyx Research stands completely behind the transit stability and physical quality of our inventory. If your order arrives with clear physical defects or discrepancies, we will issue an immediate replacement or store credit.

Eligible Discrepancies Include:

1. Vial or Packaging Compromise: Broken glass vials, broken capsule seals, or failed vacuum seals occurring during transit.

2. Order Inaccuracies: Receiving an item or specification completely different from the SKU listed on your original invoice (e.g., receiving Tesamorelin instead of MOTS-c).

3. Lot Verification Failure: In the rare event that an un-reconstituted, correctly stored lot fails to meet our baseline analytic purity standard ($ge 99%$) during independent laboratory validation (HPLC/MS verification).

Protocol for Filing a Resolution Claim:

To initiate a replacement claim, your facility must contact our support center within 72 hours of package delivery.

• Required Documentation: Email sales@onyx-researchlab.com with your precise order number, an explanation of the analytical or physical issue, and high-resolution photographs of the damaged packaging, compromised seals, or specific lot numbers.

• Resolution Window: Once verified by our compliance team, replacement vials or alternative store credits will be processed and dispatched via expedited cold-chain shipping within 48 business hours at zero additional cost to your institution.

📦 3. Order Cancellations & Modifications

Because our processing system triggers rapid cold-chain staging and thermal packing to ensure timely delivery, the window for modifying a pending order is limited.

• Before Fulfillment: You may request an order cancellation or items modification for a full refund at any time before a tracking number has been generated or the parcel has been assigned to our thermal shipping courier.

• Post-Dispatch: Once an order has shifted to a “Shipped” status or has entered active transit, it can no longer be canceled, modified, or recalled.

💳 4. Refund Processing and Financial Gateways

Approved refunds—resulting from cancellations prior to shipment or verified inventory shortages—will be credited back via the original payment method utilized during check-out.

• Traditional Invoices & Bank Transfers: Refund settlements cleared through standard institutional banking channels typically reflect on your statement within 3 to 5 business days, depending entirely on your financial provider’s processing parameters.

• Cryptocurrency Gateways: Refunds authorized for transactions completed over peer-to-peer digital networks will be processed using the exact USD equivalent value of the item at the specific time of purchase. The refund will be dispatched to your institution’s designated wallet address minus any applicable network/gas fees.

✉️ Contact Compliance and Support

For technical assistance with an active claim, lot-specific inquiries, or order status adjustments, please communicate with our administrative team directly.

• Corporate Portal: onyx-researchlab.com

• Dedicated Operations Mailbox: sales@onyx-researchlab.com

Onyx Research reserves the right to audit claims or restrict accounts if a pattern of fraudulent or non-compliant return requests is detected.