Refund, Return, and Cancellation Policy

Last updated: September 20, 2026

At Apex Research (operating at https://researchapex.org/), we supply high-purity biochemical reference materials, stable solutions, and laboratory reagents strictly for in vitro scientific research and analytical testing.

Payment processors, acquiring banks, and US commercial standards require clear, upfront cancellation and return policies. Because chemical reference compounds and lyophilized peptides require strict environmental and climate safeguards, this policy sets forth our requirements regarding order cancellations, transit damages, and return eligibility.

1. Order Cancellations (Prior to Dispatch)

  • Pre-Dispatch Window: You may request to cancel any order free of charge at any point before physical packaging and carrier dispatch from our facility.

  • How to Cancel: Email support@researchapex.org immediately with your order confirmation number and the subject line Order Cancellation Request - [Order Number].

  • Refund Processing: Once confirmed prior to fulfillment, our finance department will process a 100% refund to your original payment method. Funds typically credit to your account within 3 to 5 business days, subject to your bank or card issuer’s standard clearing cycles.

2. Research Compounds & Temperature-Sensitive Products

Because chemical reference materials and lyophilized peptides are sensitive to light, heat, and handling, strict chain-of-custody protocols apply:

  • Non-Returnable Materials: Once an order has shipped, all lyophilized peptides, liquid formulations, coenzymes, and chemical reference compounds cannot be returned, exchanged, or restocked.

  • Chain-of-Custody & Quality Assurance: To guarantee our standard of $\ge 99\%$ purity verified by HPLC/MS, we cannot reintroduce products into inventory once they have left our climate-controlled fulfillment environment. We cannot verify third-party storage conditions, ambient temperature exposure, or container integrity once received by an outside party.

  • Pre-Order Verification: Please review all sequence details, quantities, formats, and vial specifications prior to completing checkout.

3. Damaged, Defective, or Incorrect Deliveries

All orders are inspected and packaged in secure, insulated containers prior to carrier release. In the event an item arrives damaged or incorrect:

  • Reporting Window: Any transit damage, broken vials, or item discrepancies must be reported to support@researchapex.org within 48 hours of confirmed courier delivery.

  • Required Documentation:

    • Order reference number.

    • Clear photographs showing the exterior shipping container, courier label, and affected vial/product.

    • A brief summary of the discrepancy or structural damage.

  • Resolution: Once verified by our quality control department, Apex Research will promptly dispatch an expedited domestic replacement at no charge, or issue a full refund to the original payment method.

4. Non-Perishable Laboratory Hardware & Accessories

For non-chemical, shelf-stable laboratory accessories (e.g., unopened sterile reconstitution solutions, lab glassware, empty vials, sealed accessories):

  • 14-Day Return Window: You may request a return authorization within 14 calendar days of physical delivery.

  • Condition: Returned goods must be unopened, in original sterile manufacturer packaging, completely unused, and in resalable condition.

  • Return Shipping: The customer is responsible for return postage via a tracked and insured shipping courier (USPS, FedEx, or UPS). Apex Research is not liable for parcels lost or damaged during return transit.

  • Inspection & Restocking: Upon receipt and warehouse inspection, eligible refunds will be issued within 5 business days, less original shipping and handling fees.

5. Domestic Shipping Exceptions, Courier Errors & International Delivery

  • Incorrect Shipping Information: If a package is returned to our facility as undeliverable due to an incorrect or incomplete address provided at checkout, original shipping costs are non-refundable. Re-shipment will require payment of actual shipping costs.

  • Lost Shipments: If a carrier confirms a shipment has been permanently lost in transit before delivery confirmation, Apex Research will dispatch a replacement package at no additional charge or issue a 100% refund.

  • International Orders & Customs: For orders placed outside the United States, the recipient acts as the importer of record and assumes responsibility for compliance with all local laws and regulatory clearances. Items delayed, confiscated, destroyed, or refused entry by foreign customs authorities are non-refundable.

6. Summary Table of Return & Refund Scenarios

Scenario Eligibility Window Resolution Action Settlement Timeline
Cancellation Before Fulfillment Prior to shipping label generation Full refund / reversal 3–5 business days
Damaged / Broken in Transit Reported within 48 hours of delivery Free replacement or 100% refund Re-shipped immediately or 3–5 days
Incorrect Item Received Reported within 48 hours of delivery Correct item dispatched immediately Re-shipped immediately or full refund
Delivered Chemical Compounds Post-dispatch Non-returnable (Safety & storage standards) N/A
Hardware & Sealed Accessories Within 14 days of delivery Refund of item cost (less shipping) 3–5 business days after inspection

7. Dispute Resolution & Customer Support

If you encounter an issue regarding billing, shipping status, or batch documentation:

  • Please contact support@researchapex.org before initiating a chargeback or dispute with your payment provider.

  • Inquiries are handled within 24 business hours. Our team can provide delivery confirmations, lot records, and batch Certificates of Analysis (COAs) to address your concerns directly.

8. Contact Information