Contexx Research Inc.
Effective date: October 2, 2026
This policy explains how cancellations, returns, refunds and replacements work for orders placed on https://www.contexx-research.com. It forms part of our Terms and Conditions. All Products are sold for in-vitro laboratory research use only and are not for human or veterinary use.
1. Summary
| Situation | What we do | How long you have |
|---|---|---|
| You cancel before the order ships | Full refund | Until the order ships |
| We cancel your order (e.g., eligibility not verified, restricted destination) | Full refund | — |
| Wrong item, damaged in transit, or Product does not match its COA | Replacement or full refund, including shipping | Report within 14 days of delivery |
| Package lost in transit | Replacement or full refund after carrier investigation | Report within 14 days of the estimated delivery date |
| Unopened Product you no longer need | Refund of the Product price (you pay return shipping; no restocking fee) | Return request within 30 days of delivery |
| Opened, used, or improperly stored Products | Not returnable | — |
2. Cancellations
- By you: you may cancel an order at no cost at any time before it ships by contacting us through the contact form on our website with your order number. Once an order has shipped, the return rules below apply.
- By us: we may cancel an order as described in section 6 of our Terms (for example, if we cannot verify purchaser eligibility, if we believe the Product may be used in or on humans or animals, if we do not ship to the destination, or if there was a pricing or stock error). If we cancel before shipping, we refund the full amount paid.
3. Wrong, damaged or non-conforming items
If you receive the wrong Product, a Product damaged in transit, or a Product that does not conform to the identity or purity stated on its product page or Certificate of Analysis (COA):
- Contact us through the contact form on our website within 14 days of delivery with your order number.
- Include clear photos of the shipping box, the product packaging and label (including lot number), and any visible damage. For a non-conformity claim, include a description of the issue and any supporting test results.
- Do not discard the Product or packaging until we respond — we may ask you to return it (at our cost) or to dispose of it.
If the claim is confirmed, we will, at your choice, send a replacement or refund the full amount paid for the affected Product, including the original shipping charge for that Product. We pay any return shipping we ask for.
4. Lost shipments
If tracking shows no movement for 7 business days, or your package has not arrived within 5 business days after the estimated delivery date, contact us within 14 days of the estimated delivery date. We will open an investigation with the carrier and, once the carrier confirms the package is lost, send a replacement or a full refund. Packages that the carrier records as delivered to the address you provided are generally not treated as lost, but contact us and we will help you investigate with the carrier. Please check that your shipping address is correct before ordering; see our Shipping Policy.
5. Returns of unopened Products (30 days)
You may return a Product you no longer need if all of the following apply:
- you request the return within 30 days of delivery by contacting us through the contact form on our website with your order number — please wait for our return authorization and instructions before sending anything;
- the Product is unopened, with its original seal and tamper-evident packaging intact;
- the Product has been stored as stated on its product page or label; and
- the Product is returned in its original packaging with the return authorization number.
Return shipping: you pay the cost of return shipping. Returns must be sent with tracking and an accurate contents description, as required by the carrier.
Restocking fee: none.
Original shipping charges are not refunded for change-of-mind returns.
Inspection: we refund once we have received and inspected the returned Product. If it does not meet the conditions above, we will contact you; we may decline the return and send the Product back at your cost, or dispose of it at your request.
Returned Products are not resold. To protect product integrity, Products returned to us are quarantined and destroyed.
6. Items that cannot be returned
- Products that have been opened, used, or had their seal or tamper-evident packaging broken (unless the claim is under section 3).
- Products that have not been stored as directed after delivery.
- Return requests made more than 30 days after delivery.
- Products returned without our prior return authorization.
7. Customs, duties and refused shipments
Purchasers are responsible for complying with the import rules of their jurisdiction (see our Shipping Policy). Customs duties, import taxes and brokerage fees are not refundable by us. If a shipment is refused by the recipient, returned as undeliverable because of an incorrect or incomplete address, or detained or refused by customs or another authority because the import requirements of the destination were not met, we will refund the Product price, less the original and return shipping charges, once the package is returned to us. No refund is available if the package is not returned to us (for example, if it is seized, detained or destroyed by customs or another authority).
8. How refunds are paid
Approved refunds are issued to the original payment method within 5–10 business days after approval. Your bank or card issuer may take additional time to post the refund. Store credit is offered only if you request it.
9. Payment disputes
If there is a problem with your order, please contact us first through the contact form on our website so we can resolve it quickly — most issues are resolved within a few business days. If a chargeback or payment dispute is filed, we will respond to the payment processor with our order, shipping and communication records. We may suspend accounts involved in fraudulent claims.
10. Your legal rights
Nothing in this policy limits any right you may have under applicable consumer protection law that cannot be waived, including Ontario’s Consumer Protection Act.
11. Contact
Questions about this policy or a return: please contact Contexx Research Inc. through the contact form on our website.
12. Changes
We may update this policy by posting a new version with a new effective date. The version posted when you placed your order applies to that order.