For laboratory research use only. Not for human or veterinary use.

Origin EOS

ORIGIN EOS — RETURNS & REFUND POLICY

Last Updated: 2 September 2026

This Returns & Refund Policy governs all purchases from Origin EOS, a trade name of Origin Eos LLC (“Origin EOS,” “we,” “us,” or “our”), and forms part of our Terms and Conditions and Purchase Agreement. To the extent this Policy conflicts with the Terms and Conditions, the Terms and Conditions control.

1. All Sales Are Final — No Returns

Due to the nature of research materials and the associated safety, product-integrity, and contamination risks, we do not accept returns on any products, under any circumstances. Once a product leaves our custody, we cannot verify its storage conditions, handling, or chain of custody, and it cannot re-enter inventory. Please do not ship products back to us; unauthorized return shipments will be refused or destroyed without refund.

There are no exchanges. Refunds and replacements are available only under the limited circumstances described in Section 3.

2. Order Cancellation

You may cancel an Order at any time before it enters fulfillment by contacting [email protected]. Once an Order has been packed and entered fulfillment — whether or not the carrier has picked it up or issued tracking — it can no longer be cancelled or refunded. Cancelled Orders are refunded to the original payment method.

Orders cancelled by Origin Eos (for verification failure, screening, pricing error, stock issues, or any other reason under the Terms and Conditions) are refunded in full to the original payment method, which is your sole remedy for such cancellation.

3. Limited Remedy for Verified Claims

3.1 Defective, Damaged, Incorrect, or Missing Products

If your shipment arrives with a defective, broken, or incorrect product, or with items missing from the package, you must:

  1. Inspect the shipment immediately upon receipt;
  2. Notify us in writing at [email protected] within seven (7) calendar days of the carrier marking the parcel delivered (notice is deemed given upon sending); and
  3. Provide photographic and, where feasible, video evidence clearly showing (a) the product and the claimed defect or damage, and (b) the original shipping packaging with the shipping label in view.

Claims that do not include the original packaging and label in the evidence, or that are submitted after the seven (7) day window, cannot be honored. Failure to report within the window constitutes acceptance of the shipment.

3.2 Third-Party Analytical Claims

If independent third-party laboratory analysis of an unopened, as-shipped product demonstrates a material nonconformity with the published certificate of analysis — including an identity failure, a different substance than advertised, or purity materially below the stated specification — we will refund the purchase price of the affected product and reimburse the reasonable, documented cost of the analysis. To qualify, you must submit to [email protected], within thirty (30) days of delivery: the full laboratory report; the testing methodology used; and photographs of the tested vial or product showing the lot number, alongside the results.

3.3 Remedies Available

For claims verified by Origin Eos under this Section, we will, at our discretion, provide one of the following:

  • Replacement with conforming product, shipped at our expense within 3–5 business days of approval;
  • Store credit for the purchase price of the affected product; or
  • Refund of the purchase price of the affected product to the original payment method.

Please allow 3–5 business days for claim assessment from the time you notify us. Approved refunds are issued to the original payment method and may take additional time to appear depending on your bank or card issuer. Original shipping charges are non-refundable except where the claim arises from our error.

This Section states your sole and exclusive remedy, and Origin Eos’s sole obligation, for any nonconforming, defective, damaged, or missing product.

4. When Claims Cannot Be Honored

We cannot honor a refund, replacement, or credit claim if:

  • The claim evidence does not include the original shipping packaging and label;
  • Notice was given more than seven (7) calendar days after delivery (for defect/damage/shortage claims) or more than thirty (30) days after delivery (for analytical claims, if offered);
  • The product was opened, used, transferred, or stored improperly prior to the claim, except as necessary for a qualifying third-party analysis;
  • The claim arises from an incorrect or incomplete shipping address provided at checkout (see Section 5);
  • The Order was cancelled or refused for a violation of our Terms and Conditions, including misuse or attempted misuse of research-use-only products; or
  • You have initiated a chargeback or payment reversal with respect to the Order. Buyers who initiate a chargeback are ineligible for any remedy under this Policy with respect to the disputed Order.

5. Shipping Issues

  • Address errors: We are not liable for delays, losses, or costs resulting from incorrect or incomplete addresses provided at checkout, and such shipments are not eligible for refund or replacement. We will make reasonable efforts to flag apparent address issues before shipment. Reshipment of a returned-to-sender package due to an address error may incur additional shipping charges.
  • Carrier delays: Transit times are estimates only. Delays in transit do not entitle you to a refund.
  • Lost shipments: If tracking shows no movement or no delivery within a commercially reasonable period, contact [email protected] and we will initiate a carrier trace. Resolution (replacement or refund) is at our discretion following the trace outcome. Title and risk of loss pass to you upon our transfer of products to the carrier, as stated in the Terms and Conditions; any accommodation for in-transit loss is a courtesy, not an obligation.
  • Delivered-but-missing (“porch theft”) claims: Where the carrier confirms delivery to the address provided, we are not obligated to refund or replace. We may, at our discretion and as a one-time courtesy, offer an accommodation after a carrier investigation.

6. Chargebacks

If you believe there is a problem with your Order or a charge, contact us first at [email protected] and allow us thirty (30) days to investigate and resolve the issue in good faith before initiating any chargeback or payment reversal. Initiating a chargeback without following this process constitutes a material breach of the Terms and Conditions and may result in account termination, submission of transaction and acknowledgment records as rebuttal evidence, recovery of the disputed amount plus fees and collection costs, and refusal of future sales.

7. Fulfillment Timing

Orders placed before 3 p.m. Eastern are typically dispatched the same business day, stock permitting. This timing is an estimate, not a guarantee. If an unfulfilled Order is delayed, we will notify you, and you may cancel it before it enters fulfillment for a full refund.

8. Contact

All refund, replacement, and claim inquiries must be submitted by email to:

Origin EOS Customer Support
Email: [email protected]