Refund policy

The short version

What we always fix, no argument

If we sent the wrong product, sent fewer units than you paid for, or the vials arrived cracked, leaking or with a compromised stopper, that's on us. Send a photo and we'll ship a replacement at our cost or refund you in full — your choice. You will not be asked to return a damaged vial.

Unopened returns

Unopened product in its original packaging with the tamper seal intact may be returned within 14 days of delivery for a refund of the product price. Original shipping is not refunded, and return shipping is the buyer's responsibility.

• Contact us first for a return authorization. Returns sent without one cannot be processed.
• Product must be shipped back with tracking and adequate protection.
• Returns arriving with a broken seal, missing labels, or evidence of temperature abuse will be refused.

What we can't accept back

Once a vial leaves our custody and its seal is broken, we have no way to verify how it was stored or handled. Reselling it would put the next researcher at risk. So the following are final sale:

• Any vial that has been opened, punctured, reconstituted or used
• Any product with a broken or missing tamper seal
• Products marked as clearance, final sale or made to order
• Products returned after the 14-day window
• Products damaged by buyer storage or handling after delivery

Dissatisfaction with research outcomes is not grounds for a refund. We represent purity and identity, verified by third-party analysis — we make no representation as to the results of any experiment.

How to start a claim

1. Email support@optivexlabs.ca within the window above.
2. Include your order number, the product name, and what went wrong.
3. For damage or a wrong item, attach clear photos of the outer box, the packing slip and the product.
4. We'll respond within one business day with a resolution or a return authorization.

Refund timing

Approved refunds are issued to the original payment method. We process them within 2 business days of approval, or of receiving an authorized return. Your bank or card issuer then takes a further 5–10 business days to post the credit — that portion is outside our control.

We do not issue refunds to a different card, account or person than the one used at checkout.

Cancellations and refused deliveries

Orders can be cancelled for a full refund any time before dispatch — email us immediately, as most orders ship within one business day. Once a label is created, the order can no longer be cancelled.

Parcels refused at delivery or returned as unclaimed are refunded less the original and return shipping costs.

Purity and identity disputes

Every batch ships with a certificate of analysis available on our COA page. If independent third-party testing of an unopened vial from your order shows a material discrepancy against the published COA for that batch, send us the full report. If it is confirmed, we will refund the order in full and reimburse the reasonable cost of the test.