At Zenovex Labs, we take care to package and ship all products securely. Due to the nature of our products, all sales are generally final once an order has been processed and shipped.

Please read this Return & Refund Policy carefully before placing an order.

1. Research Products and No Standard Returns

All products sold by Zenovex Labs are intended strictly for laboratory and scientific research purposes only.

Due to the nature of research compounds, sealed laboratory products, quality-control requirements, and storage conditions, we do not accept standard returns.

Products cannot be returned for reasons including, but not limited to:

• Change of mind

• Incorrect product ordered by the customer

• Customer no longer needs the product

• Product has been opened

• Seal has been broken

• Product has been used

• Product has been handled or stored incorrectly

• Product is no longer suitable for resale or research distribution

2. Damaged Products

If your product arrives damaged, please contact us as soon as possible after delivery.

To review a damaged product claim, we require clear photo evidence, including:

• Photos of the damaged product

• Photos of the outer packaging

• Photos of the shipping label

• Photos showing the condition of the parcel upon arrival

If the damage is confirmed, Zenovex Labs may send a replacement product at our discretion.

Refunds are not normally provided for damaged products where a replacement can be supplied.

3. Wrong or Missing Product

If you receive the wrong product or an item is missing from your order, please contact us with your order number and clear photos of the package contents.

After review, Zenovex Labs may correct the issue by sending the missing or correct product where an error on our part is confirmed.

4. Lost Shipments

Once an order has been shipped, delivery is handled by the courier or postal service.

If a shipment appears to be lost, the customer must first contact us so we can review the tracking information and, where possible, investigate the shipment status.

Zenovex Labs does not automatically resend packages after a first order is marked delayed or lost.

A replacement shipment for a lost package may only be considered after the customer places a second order. If the second order is successfully completed and the original shipment is confirmed as lost, Zenovex Labs may, at our discretion, include or resend the missing product in a new package.

This policy helps prevent abuse of lost-package claims while still allowing genuine cases to be reviewed.

5. Customs, Import Issues and Delivery Delays

Customers are responsible for ensuring that products can be legally imported into their country or region.

Zenovex Labs is not responsible for:

• Customs delays

• Customs holds

• Import refusal

• Product seizure

• Local authority actions

• Incorrect delivery information

• Failed delivery attempts

• Courier delays

• Postal delays

Orders delayed, held, refused, seized, or destroyed by customs or local authorities are not eligible for refund or automatic replacement.

6. Incorrect Address

The customer is responsible for providing a complete and accurate shipping address during checkout.

Zenovex Labs is not responsible for orders lost, delayed, returned, or undeliverable due to incorrect or incomplete address information provided by the customer.

If an order is returned to us due to an incorrect address, additional shipping costs may apply before reshipment.

7. Order Cancellation

Orders may only be cancelled before they have been processed or shipped.

Once an order has been shipped, it cannot be cancelled.

If you wish to cancel an order, please contact us immediately. We cannot guarantee cancellation if the order has already entered processing or dispatch.

8. Refunds

Refunds are only considered in limited cases, such as:

• A confirmed error on our part

• An order cancelled before processing or shipment

• A situation where replacement is not possible and Zenovex Labs determines a refund is appropriate

Refunds are not provided for:

• Opened products

• Used products

• Broken seals

• Incorrect products ordered by the customer

• Change of mind

• Customs issues

• Import refusal

• Courier delays

• Incorrect address information

• Products damaged due to improper handling or storage after delivery

9. How to Contact Us

Please contact us at:

Zenovex Labs
Email: info@zenovexlabs.com
Website: zenovexlabs.com

Please include:

• Your order number

• Your full name

• A clear description of the issue

• Photos if the product or packaging is damaged

• Tracking information if relevant

By placing an order with Zenovex Labs, you confirm that you have read and agreed to this Return & Refund Policy.