1. Purpose, Scope, and Acceptance

This Returns & Refund Policy (the “Policy”) explains when Strategic11 LLC, doing business as Vorzex Labs (“Vorzex Labs,” “we,” “us,” or “our”), will consider a cancellation, replacement, credit, or refund for products purchased through VorzexLabs.com or another sales channel that expressly incorporates this Policy. It applies only to purchases made directly from Vorzex Labs unless we state otherwise in writing.

By submitting an order, the purchaser (“Customer,” “you,” or “your”) acknowledges that this Policy forms part of the agreement governing the order, together with the Vorzex Labs Terms & Conditions, Privacy Policy, and Shipping Policy. If those documents conflict, the Terms & Conditions control unless applicable law requires otherwise or Vorzex Labs expressly agrees in writing.

Nothing in this Policy waives, limits, or excludes a non-waivable right or remedy available under applicable law. Where a mandatory consumer-protection rule applies, Vorzex Labs will follow that rule.

2. General No-Returns and No-Exchanges Policy

The no-return rule applies regardless of whether the Customer has opened the shipping carton, product packaging, vial, or other immediate container. A product’s external appearance or unopened condition generally does not allow Vorzex Labs to verify storage, handling, temperature exposure, security, tampering, contamination risk, or uninterrupted chain of custody after delivery or attempted delivery.

The no-return rule is a quality-control policy; it is not a representation that any particular condition necessarily occurred, that a product poses a particular risk, or that any product is suitable for a particular use. Vorzex Labs may decline to issue a return authorization and may refuse unsolicited returns.

3. Quality Assurance and Chain of Custody Rationale

Vorzex Labs seeks to maintain documented control over products until they are transferred to the carrier and delivered through the applicable fulfillment process. Once an order leaves that controlled process, Vorzex Labs cannot independently confirm all post-shipment storage, handling, security, or environmental conditions.

For that reason, returned products ordinarily cannot be placed back into sellable inventory. This rationale applies even when the Customer states that an item was never opened or used. It does not replace legally required remedies for damaged, incorrect, defective, or nonconforming goods where such remedies apply.

4. Unopened Products

Unopened, sealed, unused, or unaltered products are not eligible for return or exchange merely because the Customer changed their mind, ordered the wrong item or quantity, no longer needs the product, found a different price, or did not review the product description before ordering. Exceptions may be made where required by applicable law or at Vorzex Labs’ written discretion.

Do not send an unopened product back without written authorization. Receipt of an unsolicited item does not obligate Vorzex Labs to accept it, issue a refund, reimburse postage, or preserve the item, subject to applicable law.

5. Opened, Used, Altered, or Mishandled Products

Opened, punctured, reconstituted, used, partially used, relabeled, transferred, modified, improperly stored, or otherwise altered products are not eligible for return, exchange, resale, or credit, except where applicable law requires a remedy. Vorzex Labs will not accept products that show evidence of tampering or that lack original packaging, identifiers, lot information, or security features.

This section does not prevent a Customer from reporting a concern or submitting evidence for review. Vorzex Labs may request photographs, video, packaging, labels, lot or batch identifiers, shipping materials, written statements, or other reasonably relevant information.

6. Damaged Shipments and Products Damaged in Transit

If an order arrives with visible damage, leakage, broken containers, compromised packaging, missing security features, or other apparent transit damage, the Customer should stop handling the affected item except as reasonably necessary to document and safely secure it. The Customer should not discard the product, carton, label, cushioning, or other packaging until Vorzex Labs confirms in writing that those materials are no longer needed.

Transit-damage reports must be submitted within 1 business day after recorded delivery, unless applicable law requires a longer period. The report should include the order number, affected item and quantity, delivery date, photographs of the outer package and shipping label, photographs of the product and internal packaging, and a concise description of the condition observed.

Vorzex Labs will evaluate the available information and may offer a replacement, refund, store credit, or another legally appropriate remedy. A report does not guarantee a particular outcome. Remedies depend on the evidence, product availability, carrier requirements, applicable law, and the circumstances of the shipment.

7. Incorrect, Missing, or Incomplete Orders

Customers should compare the delivered contents with the packing slip and order confirmation promptly after delivery. A claim that an item is incorrect, missing, or incomplete must be reported within 1 business day after recorded delivery, unless applicable law requires otherwise.

The Customer should provide the order number, a description of the discrepancy, photographs of all items received, the packaging and shipping label, and any other reasonably requested information. Vorzex Labs may verify fulfillment records, inventory records, shipment weight, packing documentation, and carrier data before determining a remedy.

If Vorzex Labs confirms a fulfillment error, it may, as appropriate, ship the correct or missing item, issue a replacement, provide a credit, refund the affected item, or provide another remedy required by law. Vorzex Labs generally will not require the return of a laboratory research product that has left its control, but may require photographs, destruction confirmation, or another reasonable step where lawful and appropriate.

8. Carrier Claims and Customer Cooperation

Vorzex Labs may submit a claim to the carrier or ask the Customer to cooperate with a carrier investigation. The Customer agrees to preserve relevant packaging and evidence, provide accurate information, complete reasonable claim forms, and respond within requested timeframes. Failure to provide reasonably requested evidence may limit Vorzex Labs’ ability to validate or resolve a claim, subject to applicable law.

Carrier determinations do not automatically determine the Customer’s rights against Vorzex Labs. Vorzex Labs will administer the Customer-facing remedy under this Policy, the Shipping Policy, the Terms & Conditions, and applicable law. A Customer should not submit duplicate or inconsistent claims to Vorzex Labs, a carrier, a payment provider, and another party without disclosing the other proceedings.

9. Order Cancellations and Changes

Cancellation or change requests must be received within 4 hours and before the order enters fulfillment, is assigned for picking or packing, receives a shipping label, or ships – whichever occurs first.

A request to cancel or change an order is not effective until Vorzex Labs confirms approval in writing. We cannot guarantee that a request will be seen or processed before fulfillment begins. Once fulfillment has begun or a shipping label has been created, the order may be treated as final and the general no-return rule applies.

If a cancellation is approved, Vorzex Labs may refund the eligible amount to the original payment method, less any non-refundable transaction, gateway, network, processing, or administrative amount only to the extent disclosed, permitted by the governing agreement, and lawful.

Adding items, substituting products, changing quantities, or changing an address may require cancellation and placement of a new order. Price changes or promotions that begin after an order is placed do not create a right to cancel, refund, or receive a price adjustment unless Vorzex Labs agrees in writing or applicable law requires otherwise.

10. Replacement Criteria and Process

A replacement may be considered when Vorzex Labs verifies that:

• the product was damaged during transit;
• Vorzex Labs shipped the wrong item or quantity;
• a product or required component was missing from the shipment;
• the shipment presents another documented fulfillment issue for which replacement is an appropriate remedy; or
• replacement is required by applicable law or approved by Vorzex Labs in writing at its discretion.

Replacement approval may be conditioned on timely notice, satisfactory documentation, product availability, confirmation of the delivery address, and compliance with reasonable claim instructions. Unless required by law, Vorzex Labs may choose another remedy if a replacement is unavailable or impracticable. Replacement products are subject to this Policy.

11. Refund Eligibility

Because returns and exchanges are generally not accepted, refunds are limited. A refund may be approved when:

• Vorzex Labs approves a cancellation before the applicable fulfillment cutoff;
• Vorzex Labs verifies damage, a missing item, an incorrect item, or another fulfillment error and determines that a refund is the appropriate remedy;
• a replacement cannot reasonably be provided;
• Vorzex Labs authorizes an exception in writing at its discretion; or
• a refund or other monetary remedy is required by applicable law.

Shipping, handling, expedited-service, route-protection, signature, and similar charges are not refundable unless the charge relates to a service that was not provided, Vorzex Labs approves the refund, or applicable law requires otherwise. Discounts, credits, gift instruments, and promotional value may be allocated proportionally when calculating an approved refund.

Vorzex Labs will not issue duplicate recovery. Any refund may be reduced by an amount already reimbursed, credited, reversed, charged back, insured, or otherwise recovered for the same loss, to the extent permitted by law.

12. Refund Method and Timing

Vorzex Labs will initiate an approved refund within 14 business days after written approval and completion of any required verification. The Customer’s financial institution, card network, payment provider, or blockchain network may require additional time to post or settle the refund. Vorzex Labs does not control that external timing.

13. Refused, Undeliverable, and Returned-to-Sender Shipments

Refusing delivery, failing to retrieve a shipment, failing to provide a required signature, or allowing an order to be returned to sender does not create a right to a return, exchange, replacement, or refund. Returned-to-sender products ordinarily cannot be placed back into sellable inventory because they have left Vorzex Labs’ control.

If a shipment is returned because of an incorrect or incomplete address, delivery refusal, unclaimed package, access restriction, or other Customer-controlled condition, Vorzex Labs may decline reshipment or require payment of additional shipping and handling charges before reshipment, subject to product condition, operational feasibility, carrier rules, and applicable law.

If the return resulted from a verified Vorzex Labs or carrier error, Vorzex Labs will evaluate an appropriate remedy. Any discretionary refund may exclude outbound shipping, return shipping, carrier fees, and other actual costs to the extent lawfully disclosed and permitted.

14. Customer Responsibilities Upon Delivery

Upon delivery, the Customer is responsible for promptly:

• retrieving the shipment from the delivery location and protecting it from avoidable exposure or loss;
• checking the outer package for visible damage before discarding it;
• comparing the contents with the order confirmation or packing slip;
• reviewing product identifiers, lot or batch information, seals, and packaging;
• following the labeled storage and handling instructions; and
• reporting damage, shortage, or fulfillment errors within 1 business day.

The Customer must provide a complete, accurate, and deliverable United States shipping address and any information reasonably needed for delivery. Customer responsibilities do not eliminate rights or remedies that cannot lawfully be waived.

15. Reporting a Claim

Send claims to orders@vorzexlabs.com with the subject line “Order Claim – [ORDER NUMBER].” Include the Customer’s name, order number, delivery date, affected product and quantity, a concise explanation, requested remedy, and supporting photographs or documents. General questions may be sent to support@vorzexlabs.com.

A report is considered received when it reaches the designated inbox in readable form. Automated acknowledgments are not approval. Vorzex Labs may request additional information and may close an incomplete claim if the Customer does not respond within a reasonable stated period, subject to applicable law.

16. Abuse, Fraud, and Conflicting Claims

Vorzex Labs may investigate suspected fraud, altered evidence, false statements, repeated claims, delivery manipulation, unauthorized payment disputes, or other abuse. Where permitted by law, we may deny a claim, restrict an account, suspend fulfillment, request identity verification, preserve records, or refer the matter to a payment provider, carrier, insurer, platform, or appropriate authority.

Nothing in this section prevents a Customer from exercising a lawful right to dispute a charge or seek a remedy. Customers should first contact Vorzex Labs when practical so that we have an opportunity to investigate and respond.

17. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, VORZEX LABS’ AGGREGATE LIABILITY ARISING FROM A RETURN, REFUND, REPLACEMENT, SHIPPING LOSS, OR FULFILLMENT ERROR WILL NOT EXCEED THE AMOUNT ACTUALLY PAID TO VORZEX LABS FOR THE AFFECTED PRODUCT OR ORDER, AS APPLICABLE. TO THE MAXIMUM EXTENT PERMITTED BY LAW, VORZEX LABS WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE, OR CONSEQUENTIAL DAMAGES, OR FOR LOST PROFITS, LOST DATA, OR BUSINESS INTERRUPTION ARISING FROM SUCH MATTERS.

18. Exceptions, Mandatory Law, and Policy Changes

Vorzex Labs may make an exception to this Policy in writing at its discretion. A one-time exception does not amend this Policy, establish a course of dealing, or require a similar exception later. No employee or representative may promise a return, replacement, credit, or refund unless authorized to do so.

If applicable law requires a return, replacement, refund, cancellation right, disclosure, or other remedy that differs from this Policy, the legally required rule will apply to the extent of the conflict. Vorzex Labs may update this Policy prospectively. The version presented or incorporated when the order was placed will generally govern that order, unless applicable law requires otherwise or the parties agree in writing.

19. Contact Information

Strategic11 LLC d/b/a Vorzex Labs

Support: support@vorzexlabs.com

Returns and claims: orders@vorzexlabs.com

Website: https://vorzexlabs.com

Customer-service hours and expected response time: Monday – Friday 10am-4pm : Most responses within 48 hours

20. Glossary

Applicable Law: Federal, state, and local laws, regulations, binding rules, and non-waivable legal requirements that apply to an order or claim.

Approved Refund: A refund that Vorzex Labs has expressly authorized in writing after review.

Carrier: The postal, parcel, freight, courier, or delivery service responsible for transporting an order.

Chain of Custody: Documented or controlled possession and handling of a product through the applicable fulfillment process; the term does not imply that every post-delivery condition can be known or verified.

Customer: The purchaser, account holder, recipient, or person submitting a claim, as the context requires.

Fulfillment: Order review, picking, packing, labeling, tender to a carrier, and related shipment preparation.

Laboratory Research Product: A product offered under Vorzex Labs’ stated intended-use positioning for laboratory research; the term is not a representation that sale or marketing is lawful merely because it is used.

Replacement: A product provided in response to an approved claim; a replacement is not a returned product placed back into inventory.

Return Authorization: Written, item-specific instructions from Vorzex Labs permitting a physical return. It is not automatic approval of a refund.

Returned to Sender: A shipment routed back by the carrier because it was refused, unclaimed, undeliverable, insufficiently addressed, not collected, or otherwise not completed.

Transit Damage: Documented physical damage that appears to have occurred while the carrier possessed the shipment.