1. Research Materials & Return Eligibility

Because Osmora Research products are laboratory research materials and product integrity depends on controlled storage, handling, and chain of custody, returns are limited.

Products are generally not eligible for return once they have been:

• Opened, unsealed, altered, or removed from their original condition
• Improperly stored or exposed to conditions outside the supplied handling guidance
• Contaminated, relabeled, transferred, or otherwise modified after delivery

A return, refund, replacement, or other remedy is not guaranteed unless the issue falls within one of the eligible categories described below.

2. Damaged, Incorrect, or Defective Orders

If your order arrives damaged, contains an incorrect item, or appears materially defective, contact Osmora Research as soon as reasonably possible after delivery.

Please include:

• Your order number
• A clear description of the issue
• Photographs of the shipping package, product packaging, and affected item when applicable
• Any carrier damage notice or delivery documentation available

Once the issue is verified, Osmora Research may provide a replacement, refund, or other appropriate resolution depending on the circumstances.

3. Lost Shipments

If a shipment is confirmed lost by the carrier, Osmora Research will provide a replacement after carrier verification.

A package is not considered lost solely because tracking is delayed, temporarily inactive, or shows an estimated delivery date that has passed. Carrier verification may be required before a replacement is issued.

4. Delivery Address & Customer Responsibility

Customers are responsible for providing a complete and accurate shipping address before submitting an order.

Osmora Research is not responsible for delivery problems caused by an incorrect or incomplete address supplied by the customer, refusal of delivery, failure to retrieve a package, or unauthorized forwarding instructions.

If a package is returned to Osmora Research because of an address issue, any reshipment or refund will be evaluated after the package is received and inspected.

5. Order Cancellations

Cancellation requests should be submitted promptly. If an order has not yet entered fulfillment, we may be able to cancel it.

Once an order has been packed, labeled, transferred to a carrier, or otherwise entered the shipping process, cancellation may no longer be possible.

6. Refund Method & Processing

Approved refunds will generally be returned to the original payment method when technically and operationally possible.

Financial institutions and payment providers may require additional time to post a completed refund. Processing time after Osmora Research issues the refund is controlled by the applicable bank or payment provider.

7. Shipping Charges

Original shipping charges are generally non-refundable once an order has shipped, except where required by law or where Osmora Research determines that the shipping charge should be refunded as part of the resolution of a verified fulfillment error.

8. Chargebacks & Payment Disputes

If you believe there is a billing error, duplicate charge, unauthorized transaction, missing shipment, or other order problem, please contact Osmora Research so we can investigate and attempt to resolve the issue.

Customers retain any dispute rights provided by their card issuer, bank, payment provider, network rules, and applicable law. Nothing in this policy waives those rights.

If a chargeback or payment dispute is filed, Osmora Research may provide the payment processor or financial institution with relevant transaction records, including order details, checkout acknowledgments, account information, shipment tracking, delivery confirmation, customer communications, refund records, and applicable policies.

9. Fraudulent or Abusive Activity

Osmora Research may restrict or suspend purchasing access where there is evidence of fraud, account misuse, repeated abusive disputes, misrepresentation, or other activity inconsistent with our Terms & Conditions.

Any such action will be taken subject to applicable law and will not limit rights that cannot legally be waived.

10. Relationship to Other Policies

This policy should be read together with the Osmora Research Terms & Conditions, Shipping & Delivery Policy, Research Use Policy, and Privacy Policy.

If a specific payment method includes additional authorization or refund terms, those terms also apply to transactions completed using that payment method.

11. Contact

For order, refund, return, replacement, or payment-dispute questions, contact: