Return & Refund Policy

Last updated: July 30, 2026

This policy explains when orders placed with ADX Wellness through adxpep.com can be returned, replaced, or refunded. Because we supply temperature-sensitive research materials whose integrity depends on unbroken chain of custody, our return terms are necessarily narrower than those of a general retailer. Please read this policy before ordering.

1. General Rule: Research Materials Are Non-Returnable

Once a vial or container of research material has left our facility, we cannot verify how it was stored, handled, or transported. For that reason we cannot accept returns of research compounds for resale, and we do not accept returns based on change of mind, ordering the wrong compound or quantity, or no longer needing the material.

The exceptions below are the circumstances in which we will make it right.

2. Damaged Shipments

If your order arrives with broken, cracked, leaking, or visibly compromised vials, contact us within 48 hours of delivery at admin@adxelite.com. Include your order number and clear photographs of the outer packaging, the inner packaging, and the affected items. Retain all packaging until the claim is resolved.

Verified damage claims are resolved by replacement of the affected items at no cost, or by full refund of those items if a replacement is unavailable.

3. Incorrect or Missing Items

If you receive a compound, mass, or quantity other than what you ordered, or an item on your packing slip is missing, contact us within 7 days of delivery with your order number and photographs of what you received. We will ship the correct item at our expense and, where applicable, provide a prepaid label for return of the incorrect item. Incorrect items must be returned unopened and with seals intact.

4. Product Quality Concerns

If you believe material does not conform to its stated identity or purity, contact us within 14 days of delivery with your order number and the lot number printed on the vial. We will review the certificate of analysis for that lot and, where a nonconformity is confirmed, replace the material or issue a full refund for it. Where the concern is not resolved by lot documentation, we may ask you to return unused, properly stored material for evaluation before a determination is made.

5. Order Cancellation

Orders can be cancelled for a full refund at any time before dispatch. Email us as soon as possible with your order number. Once an order has been dispatched it cannot be cancelled, and the shipping terms in our Shipping Policy apply.

6. Refused, Undeliverable, and Unclaimed Shipments

Shipments refused at delivery, or returned to us as undeliverable or unclaimed, will be refunded less original outbound shipping costs and any return shipping charges incurred, once the material has been received and inspected. Returned material is not restocked.

7. Lost and Stolen Packages

Claims for packages lost in transit or marked delivered but not received are handled under our Shipping Policy rather than this policy.

8. How Refunds Are Issued

Approved refunds are issued to the original payment method. We process refunds within 5 business days of approval; your bank or card issuer may take a further 5–10 business days to post the credit to your account. Original shipping charges are refunded only where the entire order is being refunded due to our error.

9. Return Authorisation

Do not ship anything back to us without first obtaining a return authorisation by email. Unauthorised returns cannot be tracked to your order, will not be processed, and cannot be refunded.

10. Research Use Only

All products supplied by ADX Wellness are sold strictly for in vitro laboratory research. They are not for human or animal consumption, are not for diagnostic or therapeutic use, and have not been evaluated by the U.S. Food and Drug Administration. Claims arising from use of these materials outside their intended research context fall outside this policy and are not eligible for refund or replacement.

11. Contact

All return, replacement, and refund requests should be sent to admin@adxelite.com with your order number in the subject line.