Refund policy

Last updated: August 20, 2026

This Return & Refund Policy explains when ELIXIR may approve returns, refunds, replacements, credits, cancellations, or order corrections.

Because ELIXIR products are Research Use Only materials, return and refund eligibility is limited and subject to order, product integrity, product condition, packaging, storage/handling, fulfillment records, carrier records, payment records, documentation, and compliance review.

1. Research Use Only Notice

ELIXIR products are supplied strictly for lawful laboratory Research Use Only by qualified purchasers age 21 or older. Products are not for Prohibited Use as defined in the Terms of Service.

Any return, refund, cancellation, support request, order note, review, payment dispute, or other communication indicating Prohibited Use may result in cancellation, account restriction, Buyer Qualification revocation, refusal of future service, documentation of the incident, and denial of refund eligibility where permitted by law.

2. No Change-of-Mind Returns

Change-of-mind returns are not accepted. ELIXIR does not provide refunds, replacements, credits, or returns merely because a customer changed their mind, ordered by mistake, no longer wants a product, or no longer needs a product.

3. Order Cancellations

Contact ELIXIR as soon as possible if you need to request cancellation. ELIXIR may approve cancellation if the order has not been processed, packed, transferred to fulfillment, assigned for shipment, shipped, or otherwise committed to fulfillment. Once processing begins, cancellation may not be available.

ELIXIR may cancel any order before shipment for payment, fraud, compliance, Buyer Qualification, Prohibited Use, inventory, documentation, shipping, address, operational, or policy reasons.

4. Eligible Issues

Refunds, replacements, store credits, reshipments, or corrections may be considered for:

  • incorrect item shipped;
  • missing item verified by fulfillment records;
  • product damaged in transit;
  • package visibly damaged in transit;
  • merchant-side processing or fulfillment error;
  • duplicate payment or verified billing error; or
  • exceptional circumstances ELIXIR determines are appropriate after review.

Eligibility is determined by ELIXIR after review of order records, account records, payment records, fulfillment records, carrier records, product condition, packaging, documentation, and compliance history.

5. Reporting Window

Damaged, incorrect, missing, or shipment-condition claims must be reported within 48 hours after carrier delivery confirmation. Billing or duplicate-payment issues should be reported promptly after discovery.

Late reports may be denied if delay prevents verification, carrier review, fulfillment review, product-condition review, packaging review, or compliance review.

6. Required Documentation

To request review, email info@elixirls.com and include:

  • order number;
  • full name and email address associated with the order;
  • description of the issue;
  • clear photos of the product received;
  • clear photos of the outer packaging;
  • clear photos of the shipping label;
  • clear photos of any damage, leakage, tampering, missing-item evidence, or incorrect item received;
  • carrier notices or delivery exception records, if available; and
  • any other information reasonably requested by ELIXIR.

7. Return Authorization Required

Do not return any product without written authorization from ELIXIR. Unauthorized returns may be refused, discarded, or deemed ineligible for refund, replacement, credit, or reshipment.

If ELIXIR requests a return, we will provide instructions. Products must be returned exactly as instructed and in the condition required for review. Failure to follow return instructions may void eligibility.

8. Non-Returnable and Non-Refundable Items

Unless required by law or approved by ELIXIR after review, the following are not eligible for return, refund, replacement, credit, or reshipment:

  • opened products;
  • used products;
  • altered, tampered, contaminated, relabeled, repackaged, or mishandled products;
  • products stored improperly after delivery;
  • products returned without written authorization;
  • products returned outside approved return instructions;
  • products associated with Prohibited Use language or Prohibited Use concerns;
  • products ordered by mistake;
  • products no longer wanted or needed;
  • products claimed unsuitable for an intended use not permitted by ELIXIR’s RUO terms;
  • products delayed by the carrier after shipment;
  • products marked delivered by the carrier but lost, stolen, misplaced, refused, or unavailable after confirmed delivery;
  • orders shipped to an incorrect, incomplete, inaccessible, or undeliverable address provided by the customer;
  • orders refused by the recipient or returned to sender for customer-side reasons; or
  • products outside the reporting window.

9. Carrier Delays, Lost Packages, and Delivered-but-Missing Packages

ELIXIR reviews appropriate carrier-related claims using available order, fulfillment, tracking, carrier, packaging, and delivery records. Carrier-confirmed delivery generally limits ELIXIR responsibility for packages that are later missing, misplaced, stolen, or unavailable, subject to applicable law and ELIXIR review.

ELIXIR may assist with documentation for carrier review when available. A carrier delay, tracking delay, delivery exception, or delivered-but-missing report does not automatically qualify an order for refund, replacement, credit, or reshipment.

10. Inspection and Decision

ELIXIR may inspect returned products, packaging, photographs, carrier records, account records, payment records, fulfillment records, documentation, and qualification records before making a decision. Approval of a refund, replacement, credit, reshipment, or other resolution is subject to ELIXIR review unless required by law.

11. Refund Method and Timing

Approved refunds will be issued according to the original payment method and transaction, subject to ELIXIR review and applicable law. Refund route and timing may vary by payment method and applicable financial institutions or service providers. Shipping charges, carrier fees, and similar charges may be non-refundable unless required by law or unless ELIXIR determines the issue was caused by ELIXIR.

12. Refused, Undeliverable, or Returned-to-Sender Packages

If a package is refused, returned to sender, unclaimed, inaccessible, undeliverable, or returned because of an incorrect or incomplete address, ELIXIR may deduct original shipping, return shipping, carrier fees, handling costs, or other non-recoverable costs from any eligible refund or credit where permitted by law. Reshipment may require additional shipping charges and compliance review.

13. Fraud, Abuse, and Payment Disputes

ELIXIR may deny refunds, replacements, credits, reshipments, or future service if we identify refund abuse, suspicious activity, Prohibited Use concerns, inaccurate account information, unauthorized payment concerns, chargeback misuse, or violation of our Terms.

Nothing in this policy waives rights that cannot be waived under applicable law.

14. Contact

For return, refund, cancellation, damaged-package, missing-item, or billing-error review, contact:

info@elixirls.com