Return Policy

Overview

Apex Laboratory reviews return requests on a case-by-case basis to protect customers, product integrity, and the reliability of our fulfillment process. Submitting a return request does not automatically approve a return, refund, replacement, exchange, or store credit.

This policy applies to purchases made directly through https://apexlaboratory.org/. Purchases made through any other marketplace, reseller, third party, or unauthorized source must be handled through the original place of purchase.

Return Eligibility

To be considered for return approval, all of the following conditions must be met:

• The request is submitted within 7 calendar days of confirmed delivery.
• The product is unopened, unused, sealed, unaltered, and in original condition.
• The product is in its original packaging with original labels, lot information, and identifying details intact.
• The customer provides the order number, delivery date, reason for request, and any requested photos or documentation.
• The return is approved in writing by Apex Laboratory before the item is shipped back.

Return approval is not guaranteed. We reserve the right to deny a return request if the product’s condition, chain of custody, storage history, packaging integrity, order history, or request details cannot be verified.

Non-Returnable Items

For product integrity and quality-control reasons, the following items are not eligible for return:

• Opened, unsealed, used, reconstituted, transferred, relabeled, repackaged, or partially consumed products.
• Products with broken seals, missing labels, damaged labels, altered packaging, or removed lot information.
• Products exposed to improper storage, contamination, heat, moisture, freezing, or handling outside recommended conditions.
• Products returned without written authorization or without following our return instructions.
• Products purchased from unauthorized third parties, resellers, marketplaces, or sources other than our official website.
• Orders where the customer provided an incorrect, incomplete, inaccessible, or undeliverable shipping address.
• Products returned because of research outcome, subjective preference, buyer’s remorse after opening, or expectations not stated on the product page.

How to Request a Return

All return requests must begin by contacting our support team. Please do not ship anything back until your request has been reviewed and approved.

Inspection, Refunds & Store Credit

Approved returns may be inspected after receipt. Inspection may include checking product seals, packaging, labels, lot numbers, order records, photos, and whether the returned item matches the approved request.

If a return passes inspection, Apex Laboratory may issue a refund, replacement, exchange, or store credit depending on the circumstances and the resolution approved by our team.

• Refunds are generally issued to the original payment method when possible.
• Original shipping charges, route protection, processing fees, and handling fees may be non-refundable unless the issue was caused by our fulfillment error.
• Refund timing may depend on the payment processor or financial institution after we issue the refund.
• Returned products that fail inspection may be denied and will not be refunded.

Damaged, Missing, or Incorrect Orders

If your order arrives damaged, missing an item, or contains the wrong item, contact us as soon as possible. For fastest review, damaged, missing, or incorrect order claims should be submitted within 48 hours of confirmed delivery.

Please include clear photos of the outer package, shipping label, internal packaging, product label, and the issue being reported. Do not discard the packaging or product until the review is complete.

Return Shipping & Delivery Issues

Unless otherwise approved in writing, customers are responsible for return shipping costs. We recommend using a trackable shipping method and retaining the receipt and tracking number until the return is fully resolved.

• Returns must be shipped only after written approval and must follow the instructions provided.
• We are not responsible for unauthorized returns, lost return shipments, or returns sent to the wrong address.
• Shipping fees are not automatically refundable.
• Packages marked delivered by the carrier may require a carrier investigation before a replacement or refund is considered.
• Orders delayed, refused, returned to sender, or lost due to incorrect shipping information may not be eligible for refund.

Internet sellers should have a reasonable basis for advertised shipping timing, and delivery/refund handling may be subject to consumer protection rules. This is why the policy separates return requests, shipping issues, and carrier investigations clearly. :contentReference[oaicite:1]{index=1}

Order Changes & Cancellations

Orders may be eligible for cancellation only if the request is received before the order is processed, packed, labeled, fulfilled, or transferred to a shipping workflow.

Once an order has entered fulfillment, we may not be able to cancel, modify, combine, or redirect the order. Address changes are not guaranteed and may require order cancellation and replacement if the order has not already been processed.

Research-Use Product Integrity

Products sold by Apex Laboratory are intended for lawful research use only and are not intended for human consumption, clinical use, diagnostic use, or therapeutic use. Return eligibility is limited because product integrity, storage history, seal condition, and chain of custody cannot be guaranteed after delivery once an item has been opened or altered.

Policy Abuse, Fraud & Chargebacks

We reserve the right to deny returns, refunds, replacements, discounts, or future service when we identify suspected policy abuse, fraud, false claims, altered evidence, repeated excessive claims, chargeback abuse, or behavior intended to obtain free product or duplicate compensation.

We encourage customers to contact us first so we can review and resolve issues quickly. If a chargeback is filed before contacting support or while a support review is already in progress, we may provide order records, delivery confirmation, communication history, product records, and policy documentation to the payment processor.

Policy Limits & Applicable Law

This policy is intended to explain our standard return review process. Nothing in this policy is intended to limit any rights that cannot be limited under applicable law. If a specific law requires a different remedy, timeline, disclosure, or process, the applicable legal requirement will control.

Apex Laboratory may update this policy at any time. The policy in effect at the time of purchase or request review may be used to evaluate the request, unless otherwise required by applicable law.