Returns and Refunds Policy

1. General Return Eligibility

Due to the nature, handling requirements, storage considerations, and integrity controls associated with laboratory research materials, all sales are generally considered final once an order has shipped.

A return, replacement, store credit, or refund may be considered when:

• An item arrives damaged in transit
• An incorrect item was shipped
• An item is materially different from what was ordered
• An item is missing from the shipment
• The order was canceled before processing or shipment
• Applicable law requires another remedy

Eligibility is determined after reviewing the order information, photographs, shipping records, packaging condition, and any other reasonably requested evidence.

2. Damaged, Incorrect, or Missing Items

If your shipment contains a damaged, incorrect, or missing item, contact us within 48 hours of delivery.

Your claim should include:

• Order number
• Customer name and email address
• Tracking number
• Description of the issue
• Photographs of the shipping box
• Photographs of the shipping label
• Photographs of the product and packaging
• Photographs showing any visible damage or discrepancy

Keep the product, vial, packaging, shipping box, inserts, and labels until the claim has been fully reviewed. Disposing of these materials before review may prevent us from verifying the claim.

3. Non-Returnable Items

Unless required by law or expressly authorized by AEON Optimization, the following items are not eligible for return or refund:

• Opened or unsealed products
• Used, altered, reconstituted, or otherwise handled products
• Products with removed, damaged, or altered labels
• Products stored outside the stated storage conditions
• Products damaged after delivery
• Products returned without prior authorization
• Products purchased from an unauthorized third party
• Clearance, promotional, or final-sale items where identified
• Orders refused solely because the customer changed their mind

Returned laboratory materials cannot automatically be restocked because their handling, storage, chain of custody, and integrity cannot be independently confirmed after delivery.

4. Change-of-Mind Returns

We generally do not accept returns or issue refunds because a customer changed their mind, selected the wrong item, no longer needs the product, or failed to review the product description before ordering.

Customers are responsible for reviewing product codes, quantities, descriptions, intended-use restrictions, storage information, and available laboratory documentation before completing checkout.

5. Order Cancellations

Cancellation requests should be submitted as soon as possible through our Contact page.

An order may be canceled without penalty if the request is received and processed before fulfillment begins. Once an order has entered processing, been packed, received a shipping label, or been transferred to a carrier, cancellation may no longer be possible.

An email requesting cancellation does not guarantee cancellation. The order is canceled only when AEON Optimization confirms the cancellation.

6. Return Authorization

Do not send a product back without receiving written return authorization from AEON Optimization.

Unauthorized returns may be refused, returned to the sender, or deemed ineligible for refund. Return instructions, when approved, will include the applicable address, reference information, packaging requirements, and deadline.

Approved returns must generally be shipped within the period specified in the authorization notice.

7. Return Shipping

When a return results from an error by AEON Optimization or verified shipping damage, we may provide a return label or reimburse reasonable return-shipping costs as part of the approved resolution.

When a discretionary return is approved for another reason, the customer may be responsible for return shipping, insurance, tracking, packaging, and any associated carrier charges.

We are not responsible for unauthorized returns or returned packages that are lost, damaged, or delivered to an incorrect address.

8. Inspection of Returned Items

Approved returns are inspected after receipt. Inspection may include verification of:

• Product identity
• Lot or batch number
• Seal and packaging condition
• Label condition
• Quantity returned
• Visible evidence of improper storage or handling
• Consistency with the approved claim

Receiving a returned item does not automatically guarantee approval of a refund, replacement, or credit.

9. Available Resolutions

Depending on the circumstances and the results of our review, an approved claim may be resolved through one or more of the following:

• Replacement of the affected item
• Shipment of a missing item
• Store credit
• Partial refund
• Full refund
• Another reasonable resolution agreed upon by the parties

The appropriate resolution will depend on product availability, the nature of the issue, the condition of the shipment, and applicable legal requirements.

10. Refund Processing

Approved refunds are generally issued to the original payment method. Processing begins after the claim is approved and, where applicable, the returned item has been received and inspected.

After we submit a refund, your bank, card issuer, or payment provider may require additional time to post the credit to your account. Processing times vary by financial institution and are outside our direct control.

Shipping charges, expedited-delivery fees, insurance, and other transaction costs are generally non-refundable unless the refund results from an error by AEON Optimization or applicable law requires otherwise.

11. Packages Marked as Delivered

If tracking indicates that a shipment was delivered but you cannot locate it, first check:

• The delivery location shown in the tracking details
• Other household or business occupants
• Mailrooms, reception areas, lockers, or property-management offices
• Nearby doors, porches, garages, and secure delivery locations
• Neighbors who may have accepted the package
• The carrier responsible for delivery

Contact us promptly if the shipment remains missing. We may assist with a carrier inquiry, but a delivery scan does not automatically establish eligibility for a refund or replacement.

12. Lost or Delayed Shipments

Delivery dates are estimates and may be affected by carrier operations, weather, holidays, address issues, order verification, security reviews, or events outside our reasonable control.

A shipment is not considered lost until the carrier’s investigation or applicable waiting period has been completed.

If we cannot fulfill or deliver an order within the promised or legally permitted period, we will provide any notice, cancellation option, or refund required by applicable law. The FTC requires online sellers to notify customers and provide cancellation or refund options when they cannot ship within the promised period.

13. Address Errors and Refused Deliveries

Customers are responsible for providing a complete and accurate shipping address.

Additional shipping, carrier, interception, forwarding, or reshipment charges caused by an incorrect or incomplete address may be the customer’s responsibility.

Orders refused by the recipient or returned as undeliverable are not automatically eligible for a full refund. Any approved refund may be reduced by original shipping costs, return shipping, carrier fees, and other reasonable costs where permitted by law.

14. Chargebacks and Payment Disputes

Before initiating a chargeback or payment dispute, please contact us so we can review the issue and attempt to resolve it in good faith.

We may provide payment processors and financial institutions with relevant records, including:

• Order and payment information
• Tracking and delivery records
• Customer communications
• Policy acknowledgments
• Photographs and claim documentation
• Refund or replacement records

Nothing in this policy limits a customer’s lawful right to dispute an unauthorized or improperly processed transaction.

15. Policy Abuse and Fraud

We reserve the right to refuse a return, refund, replacement, or future order when we reasonably believe a claim involves fraud, policy abuse, altered evidence, repeated misuse, false statements, unauthorized transactions, or intentional damage.

Suspected unlawful activity may be reported to payment providers, carriers, financial institutions, or appropriate authorities.

16. Rights That Cannot Be Waived

Nothing in this policy excludes, restricts, or modifies any consumer right or legal remedy that cannot lawfully be excluded, restricted, or modified.

If a provision conflicts with applicable law, the applicable legal requirement will control to the extent of that conflict.

17. How to Submit a Claim

18. Contact Us

For questions about a return, refund, damaged shipment, incorrect item, or order cancellation, please contact AEON Optimization through our:

Contact Page