Returns & Refunds

1. Return Policy

Governed by the terms of each individual sourcing agreement. Returns handled according to quality specifications agreed before order placement.

2. Quality Guarantee

Every sourced compound undergoes independent third-party analytical verification (HPLC, MS, NMR) before release. We guarantee compounds meet agreed specifications as documented in the COA.

3. Eligible Return Reasons

Returns accepted when compound does not match specifications, arrived damaged, wrong compound shipped, or temperature-sensitive compounds arrived outside acceptable range.

4. Non-Eligible Reasons

Change of mind, failure to comply with storage requirements, compounds meeting specifications but unsuitable for buyer's specific application, or inability to obtain import permits.

5. Return Process

Email support@xenomere.com within 48 hours of receipt with order reference, compound name, reason, and photo evidence. Do not return without written authorization.

6. Refund Process

Refunds via SEPA bank transfer within 14 business days of verification. Full refund for specification failures or damage including shipping.

7. Disputed Orders

Independent third-party laboratory mutually agreed upon may conduct binding analytical testing. Party whose claim is not supported bears testing costs.

8. Contact

support@xenomere.com — include order reference number and reason for return.