1. Summary
All sales are final once the product is tendered to the carrier. We do not accept returns. Cancellations are allowed before shipment. Refunds are issued only in the limited scenarios listed below. Payment disputes filed without first contacting us in good faith are treated as fraud.
We sell research chemicals whose integrity depends on verifiable chain of custody and uninterrupted cold-chain storage. Once a Product leaves our facility, we cannot confirm those conditions - so we do not accept returns of shipped Product, even for unopened vials or cases of buyer's remorse.
2. Pre-Shipment Cancellations
You may cancel an order at any time before it is handed to the carrier by contacting us at info@orearesearch.com or through our contact page with your order number and the subject line “Cancel Order.” We will confirm cancellation and refund any amount already paid in full to the bank account it came from. Cancellation requests received after we have tendered the Product to the carrier cannot be honored - see Section 3.
3. When We Issue Refunds
We issue refunds only in the following scenarios:
Pre-shipment cancellation
You requested cancellation before the package was handed to the carrier and we confirmed it. Full refund to the bank account the payment came from.
Verified non-delivery
The carrier investigation confirms the package was lost in transit and not delivered. We will issue a refund or a replacement at our discretion, after the carrier's investigation concludes. You must report non-delivery to info@orearesearch.com or through our contact page within 21 days of the estimated delivery date.
Wrong product shipped
We shipped a Product that does not match the one you ordered. You must notify us within 7 days of delivery and provide photographs of the label and the item. We will arrange a replacement or a refund.
Damaged in transit
The outer packaging and/or vial arrived visibly damaged. You must report the damage to info@orearesearch.com or through our contact page within 48 hours of delivery and provide photographs of the outer carton, inner packaging, and each damaged item, together with the shipping label. Keep the packaging and the damaged item until we resolve the claim. After review, we will issue a replacement or refund and assist with the carrier claim as described in our Shipping Policy.
4. What Is Not Refundable
We will not issue a refund in any of the following circumstances:
- change of mind, buyer's remorse, or “I ordered the wrong one”;
- failed or unsuccessful research using the Product;
- any claim related to alleged performance, effect, safety, or suitability of a Product - Products are sold for in-vitro laboratory research only, with no warranty of any kind (see our Terms of Service);
- refusal of delivery without cause;
- failure to provide a complete, correct shipping address, resulting in the package being returned to sender;
- delays caused by the carrier, weather, holidays, customs, or other events outside our control;
- products that have been opened, resold, transferred, relabeled, or altered in any way;
- reports of damage, non-delivery, or wrong product made outside the reporting windows in Section 3; or
- any scenario inconsistent with these policies or the Terms of Service.
5. Refund Processing
Approved refunds are issued by bank transfer to the account the payment came from within 5–10 business days after we confirm the refund. The exact timing depends on your bank. We do not issue cash refunds, check refunds, or refunds to a different account. Shipping charges are non-refundable unless the cause of the refund was entirely our error.
6. Payment Disputes - Contact Us First
If you believe there is a problem with your order, please contact us at info@orearesearch.com or through our contact page first. Most disputes can be resolved directly, quickly, and without involving your bank. Initiating a payment dispute or recall with your bank before contacting us is a material breach of our Terms of Service.
A payment dispute filed for any of the following reasons is considered fraudulent:
- a Product that was in fact delivered, per carrier records;
- “friendly fraud” or unrecognized-payment claims made without first contacting us;
- any claim inconsistent with this Return & Refund Policy;
- any claim made after the customer was offered and unreasonably refused a resolution; or
- any use of a payment dispute to obtain a refund outside the scenarios in Section 3.
Fraudulent payment disputes authorize us, at our sole discretion, to: permanently ban the account, bank account, and shipping address from future purchases; report the dispute to your bank and fraud-prevention databases; pursue collection of the disputed amount plus bank fees, collection costs, and reasonable attorneys' fees; and refuse service to anyone reasonably associated with the fraudulent dispute.
