the RioVex Terms & Conditions, Shipping Policy, Research Use Only Policy, and any product- or order-specific terms displayed at checkout.
This Refunds & Returns Policy applies to purchases made directly from RioVex Research LLC. If another RioVex policy addresses a shipping, payment, research-use, or account issue more specifically, the policies should be read together.
Nothing in this policy limits a right or remedy that cannot lawfully be limited. Any exception required by applicable law will control to the extent of the conflict.
All sales are final except where RioVex approves a resolution under this policy or applicable law requires otherwise.
Because research materials may be sensitive to handling, storage, contamination, tampering, temperature, and chain-of-custody conditions after leaving RioVex control, RioVex generally does not accept product returns. Product integrity cannot be reliably verified once an order has been delivered, opened, handled, used, reconstituted, transferred, improperly stored, or otherwise placed outside RioVex control.
Do not send any item back to RioVex unless RioVex first provides written return authorization and instructions. No return address is established by this policy.
Orders may begin processing quickly. A customer may request a cancellation or modification before fulfillment, but submitting a request does not guarantee that RioVex can stop or change the order.
A request may be unavailable after processing, packing, label creation, fulfillment, or transfer to a carrier begins. If RioVex approves a cancellation after payment, any approved refund will be handled under this policy. RioVex may also cancel, hold, limit, or refuse an order as permitted by the Terms & Conditions.
Unless RioVex expressly approves otherwise or applicable law requires otherwise, a return, refund, credit, replacement, or reshipment is not available for:
RioVex will review timely, documented claims involving an incorrect item shipped by RioVex, a missing item, visible transit damage, another verified fulfillment error, or a package that may be lost in transit.
A suspected in-transit loss should be reported promptly after tracking shows an unusual delay. RioVex may require a carrier trace, missing-package search, recovery request, or other reasonable investigation before determining eligibility.
Review does not create an automatic replacement, reshipment, credit, or refund guarantee.
Carrier tracking is generally the primary delivery record after RioVex transfers a shipment to the carrier. A carrier delivery scan may be considered evidence of delivery, subject to applicable law, available carrier records, and any investigation RioVex elects or is required to conduct.
RioVex is generally not responsible for loss or theft after confirmed delivery to the address provided by the customer. Customers are responsible for monitoring tracking, promptly retrieving packages, and providing a secure delivery location.
A delivered-status concern may be reviewed, but it does not automatically qualify for a refund, credit, replacement, or reshipment.
A damaged, missing, incorrect, or other fulfillment issue must be reported within seven (7) calendar days after delivery. A suspected in-transit loss must be reported promptly after tracking indicates an unusual delay so that available carrier procedures may begin.
Late claims may be denied because shipment condition, custody, handling, and supporting records become more difficult to verify. RioVex may consider an exception where required by applicable law.
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A claim must include enough information for RioVex to verify the order, shipment, condition, and reported issue. RioVex may request:
The customer must retain the affected item and all packaging until RioVex completes review or authorizes disposal. Incomplete, inconsistent, unverifiable, duplicate, excessive, or suspicious claims may be denied or subjected to additional review to the extent permitted by law.
RioVex generally reviews a complete claim and responds as soon as reasonably possible, typically within two to three business days. Review may include fulfillment records, photographs, communications, tracking, delivery confirmation, carrier records, order history, payment information, and other relevant evidence.
If RioVex approves a claim, RioVex may select an appropriate replacement, reshipment, store credit, or refund, subject to applicable law and the circumstances of the claim. Approval of one claim does not guarantee approval of another claim.
RioVex does not guarantee a particular resolution before completing its review.
If RioVex approves a refund, it will generally be issued to the original payment method when possible. After RioVex processes the refund, the customer’s bank, card issuer, payment provider, or other financial institution may take approximately five to ten (5–10) business days to display the credit. RioVex does not control a financial institution’s posting timeline.
Shipping and handling charges are generally nonrefundable unless RioVex approves otherwise or applicable law requires otherwise. A refund will not exceed the amount actually paid for the approved portion of the applicable order.
Any approved refund is based on the net amount actually paid after applicable discounts, promotions, credits, or other adjustments. Promotional or complimentary items generally have no separate refundable cash value unless applicable law requires otherwise.
Customers should contact RioVex in good faith and allow a reasonable opportunity to review an order or shipment issue before initiating a chargeback, payment reversal, or other payment dispute. Nothing in this policy waives any nonwaivable consumer right.
RioVex may contest fraudulent, abusive, duplicate, or bad-faith payment disputes using order records, policy acknowledgements, customer communications, fulfillment records, tracking, delivery confirmation, and other relevant documentation. Fraud, claim abuse, or payment-dispute abuse may result in denial of discretionary relief, order cancellation, account review, or refusal of future service to the extent permitted by law.
The customer must reasonably cooperate with any carrier trace, missing-package search, damage inspection, recovery request, affidavit, or other investigation needed to evaluate a claim. RioVex may submit, support, or participate in a carrier claim when appropriate, but this policy does not promise a particular carrier procedure or carrier reimbursement result.
RioVex may request additional verification, deny unsupported claims, or select an appropriate resolution based on the available record, subject to applicable law. No employee, contractor, affiliate, or third party may waive this policy unless RioVex expressly authorizes the waiver in writing.
By placing an order, the customer acknowledges this Refunds & Returns Policy and the other applicable RioVex policies.
Use the RioVex Contact page and include the applicable order number, tracking information, description, and supporting photographs. Do not mail or return an item without written authorization.
