Returns & Refunds Policy

1. Why We Generally Cannot Accept Returns

Once a product leaves our controlled chain of custody, Perplexa Labs can no longer independently verify storage conditions, temperature exposure, handling, contamination, tampering, whether the product has been opened, altered, mixed, dissolved, or otherwise handled, whether applicable storage instructions were followed, and overall product integrity.

For quality-control and product-integrity reasons, products returned after shipment generally cannot be placed back into saleable inventory. Accordingly, we do not accept ordinary returns or exchanges for change of mind or buyer's remorse after shipment.

2. Issues Eligible for Review

We will review legitimate claims involving:

• Products damaged during transit
• Incorrect products shipped by Perplexa Labs
• Items missing from a shipment
• Packages lost in transit
• Qualifying package-theft or non-receipt claims
• Material labeling or lot-number discrepancies
• Material product-condition issues present upon delivery
• Orders properly canceled before shipment
• Other circumstances where a refund, replacement, or other remedy is required by applicable law

Submitting a claim does not automatically guarantee approval. Claims are subject to the reasonable verification procedures described below.

3. Damaged Products

If a product arrives damaged, contact support@perplexalabs.com within 7 calendar days of delivery. Please provide your order number, product name and SKU, lot number if applicable, clear photographs of the external shipping package, shipping label, internal packaging, and photographs showing the damage. Please do not discard the product, vial, shipping box, mailer, internal packaging, or label until the claim has been resolved. We may request additional information or return of the affected product at our expense if reasonably necessary to verify the claim.

If a damage claim is approved, our normal resolution is a replacement at no additional charge. If replacement is unavailable, impractical, or otherwise inappropriate, we may issue a refund for the affected product. Nothing in this section limits remedies required by applicable law.

4. Incorrect Product Received

If you receive a product different from what appears on your order confirmation, contact support@perplexalabs.com within 7 calendar days of delivery with your order number, the product ordered, the product received, photographs of the product and label, and the lot number where applicable. If you can identify the error before opening the product, please keep the product unopened while we review the claim.

Perplexa Labs may provide a prepaid return label if return of the incorrect product is reasonably necessary. Once the fulfillment error is verified, we will normally send the correct product at no additional charge. If the correct product is unavailable or replacement is not appropriate, we may issue a refund for the affected item.

5. Missing Items

If an item is missing from a delivered order, contact support@perplexalabs.com within 7 calendar days of delivery. Please identify the missing item and provide your order number. We may request photographs of the package received, shipping label, and internal packaging. To verify a missing-item claim, Perplexa Labs may review packing records, fulfillment records, package weights, inventory records, FedEx shipment information, and other reasonably available evidence.

If the claim is verified, we will normally send a replacement at no additional charge. If replacement is unavailable or inappropriate, we may issue a refund for the missing item.

6. Product Condition, Labeling & Documentation Issues

If you believe a product arrived with a material product-condition, labeling, lot-number, seal, or documentation issue, contact support@perplexalabs.com within 7 calendar days of delivery or discovery of the issue. Please include your order number, product name and SKU, lot number, clear photographs of the product and label, a description of the issue, and any relevant supporting documentation.

If the lot number on your product does not correspond with the applicable Certificate of Analysis or other lot-specific documentation, please notify us promptly. We may investigate using fulfillment records, lot records, Certificates of Analysis, testing records, packaging information, photographs, and other relevant documentation. If a material issue attributable to Perplexa Labs is confirmed, we will provide an appropriate replacement, corrected documentation, or refund.

7. Research Results Are Not a Basis for Refund

Research outcomes may vary based on numerous factors outside Perplexa Labs' control. A product is not considered defective solely because an experiment did not produce an expected result, results differed from published literature, a particular protocol was unsuccessful, the product was unsuitable for a customer's particular experimental design, or results differed from another laboratory or experiment. Dissatisfaction with a research outcome does not qualify for refund or replacement unless there is a separately qualifying product issue under this Policy.

8. Lost Packages

If FedEx tracking does not show delivery and your shipment has exceeded its expected delivery window, contact support@perplexalabs.com. A delayed shipment is not automatically considered lost. Depending on the circumstances, we may review FedEx tracking, contact FedEx, open a carrier investigation, verify the shipping address, request additional information, or allow a reasonable carrier investigation or waiting period.

If the shipment is confirmed or reasonably determined to have been lost and qualifies under our Shipment Protection, our normal resolution is a replacement shipment at no additional charge. If replacement is unavailable or inappropriate, we may issue an applicable refund.

9. Packages Marked Delivered but Not Received

If FedEx tracking shows Delivered but you cannot locate your shipment, check entrances, porches, garages, side doors, parcel areas, and other possible delivery locations; check with household members; check with neighbors, building management, front desks, or mailrooms where applicable; and allow up to 24 hours after the delivery scan. Contact FedEx if the package still cannot be located, and contact support@perplexalabs.com within 7 calendar days of the recorded delivery date.

A FedEx "Delivered" scan does not automatically approve or deny a claim. For non-receipt or suspected-theft claims, we may reasonably request confirmation of the delivery address, FedEx investigation information, a signed statement confirming non-receipt, FedEx delivery photographs where available, available security-camera information, confirmation from building management or a mailroom, or a police or theft report for unusually high-value, repeated, or otherwise suspicious claims. If an approved claim qualifies under Shipment Protection, our normal resolution is a replacement shipment. A refund may be issued when replacement is unavailable, inappropriate, or required by law.

10. Complimentary Shipment Protection

Eligible Perplexa Labs orders include Shipment Protection at no additional charge, covering qualifying shipments that are lost in transit, damaged during transit, or stolen following delivery. Shipment Protection claims are subject to reasonable verification.

Shipment Protection generally does not cover incorrect or incomplete addresses supplied by the customer, packages redirected or forwarded after shipment at the customer's request, freight-forwarding or re-shipping services, recipient refusal, failure to retrieve a package from a carrier location or designated pickup point, claims submitted outside the applicable claim period, damage occurring after delivery, improper storage or handling after delivery, product alteration after delivery, fraudulent claims, duplicate claims, manipulated photographs or documentation, or other materially unverifiable claims. Nothing in these exclusions limits rights that cannot legally be waived.

11. FedEx & Carrier Issues

Carrier delays, incorrect scans, routing issues, and other delivery problems can occur after Perplexa Labs transfers a shipment to FedEx. Where resolution depends on information held by FedEx, we may reasonably wait for completion of an applicable carrier investigation before making a final claim determination. We will not intentionally delay a claim longer than reasonably necessary. If Perplexa Labs shipped an order within the promised timeframe but FedEx subsequently experiences an ordinary carrier delay, that delay alone does not automatically make the merchandise eligible for a refund if the shipment is ultimately delivered, except where applicable law or an applicable carrier guarantee provides otherwise.

12. Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout. If a shipment is lost, delayed, misdelivered, or returned because the customer supplied an incorrect or incomplete address, the order is not automatically eligible for a free replacement or refund. If you discover an address error before shipment, contact support@perplexalabs.com immediately. We will make reasonable efforts to correct the address before fulfillment, but changes cannot be guaranteed once processing has begun.

13. Returned-to-Sender Packages

If FedEx returns a shipment to Perplexa Labs because of incorrect or incomplete address information, failed delivery attempts, recipient refusal, failure to retrieve the shipment, invalid destination information, or other circumstances attributable to the recipient, we will review the order after the package is returned. Additional shipping charges may apply before reshipment. Because research products cannot necessarily be returned to inventory after leaving our controlled chain of custody, returned-to-sender shipments are not automatically eligible for a product refund. If the return resulted from an error by Perplexa Labs, we will provide an appropriate resolution.

14. Non-Returnable & Non-Refundable Circumstances

Except for qualifying claims under this Policy or where applicable law requires otherwise, we do not offer returns, exchanges, refunds, or replacements for:

• Buyer's remorse or change of mind
• Products ordered by mistake after shipment
• Opened or unsealed products
• Products that have been altered, mixed, dissolved, transferred, or otherwise handled
• Products whose chain of custody can no longer be verified
• Products improperly stored or damaged after delivery
• Research outcomes that differ from expectations, or experimental failure
• Failure to follow applicable product documentation
• Unauthorized or prohibited use
• Claims submitted outside the applicable claim period

Unopened products are also not eligible for ordinary change-of-mind returns after shipment.

15. Improper Storage or Handling

After delivery, customers are responsible for following applicable product storage and handling instructions. Perplexa Labs is not responsible for product degradation, contamination, damage, or loss caused by improper storage, temperature conditions, handling, mixing or preparation, transfer, laboratory practices, exposure, disposal, or other post-delivery conduct, except where applicable law provides otherwise.

16. Order Cancellation Before Shipment

If you need to cancel an order, contact support@perplexalabs.com as soon as possible. Because orders may enter fulfillment quickly, cancellation cannot be guaranteed after an order has been placed. If your cancellation is received and processed before the order enters the shipping process, we will cancel the order and issue the applicable refund. Voluntary cancellation will generally no longer be available after the shipment has been transferred to FedEx. This does not limit cancellation rights provided by applicable law. If Perplexa Labs cannot ship an order within the represented or otherwise required timeframe, we will provide the applicable delay notice, cancellation option, consent request, and refund required by law.

17. Unauthorized Returns

Do not return or mail products to Perplexa Labs unless our support team specifically authorizes the return. Unauthorized returns may not be accepted or eligible for reimbursement. If Perplexa Labs requests return of a product as part of an approved claim or because of our fulfillment error, we will provide appropriate return instructions and, where applicable, a prepaid shipping label. Returned research products will not be placed back into saleable inventory when product integrity or chain of custody cannot be verified.

18. Replacement-First Resolution

For approved damage, missing-item, shipping-loss, theft, or fulfillment claims, Perplexa Labs will generally attempt to replace the affected product first at no additional charge. This allows us to make legitimate customers whole without unnecessarily increasing costs or waste. A refund may instead be issued when replacement inventory is unavailable, replacement is not reasonably practical, Perplexa Labs determines a refund is the more appropriate resolution, or applicable law requires a refund. Nothing in this section limits a legally required remedy.

19. One Remedy Per Loss

Customers may not receive multiple recoveries for the same product, shipment, or loss — for example, a replacement and refund for the same affected item, a Perplexa Labs refund and FedEx reimbursement for the same loss, a Shipment Protection reimbursement and payment-dispute reimbursement for the same loss, or multiple replacements for the same verified incident. If you receive reimbursement for the same loss from another source, please notify us. Where duplicate reimbursement occurs, Perplexa Labs may take reasonable steps to recover the duplicate amount to the extent permitted by law.

20. Fraudulent, Abusive or Unverifiable Claims

Perplexa Labs is committed to resolving legitimate customer issues fairly. We also reserve the right, to the extent permitted by law, to investigate or deny claims where there is reasonable evidence of false statements, altered or manipulated photographs, altered documentation, falsified tracking information, duplicate claims, repeated unsupported non-receipt claims, intentional product or package damage, material inconsistencies, refund or replacement abuse, chargeback abuse, or attempts to receive both merchandise and reimbursement without a legitimate basis. We may request additional information reasonably necessary to investigate a claim. A customer's prior claim history may be considered together with other relevant evidence when investigating suspected abuse, but prior claims alone will not automatically determine the outcome of a legitimate new claim. Where appropriate and legally permitted, suspected fraudulent activity may be reported to FedEx, payment processors, financial institutions, insurers, ecommerce platforms, or law-enforcement authorities.

21. Chargebacks & Payment Disputes

If you believe there is an error involving an order or charge, please contact support@perplexalabs.com so we can investigate and attempt to resolve the issue. Nothing in this Policy restricts legitimate rights you may have through your card issuer, bank, payment provider, or applicable law. Customers may not knowingly submit false or materially misleading payment disputes. If a chargeback or other payment dispute is already pending for the same transaction being reviewed through our internal claims process, Perplexa Labs may pause a discretionary replacement or refund while the payment dispute remains unresolved where reasonably necessary to prevent duplicate reimbursement. Once the payment dispute is resolved, we may continue reviewing any remaining issue where appropriate.

22. Refund Amount

When a refund is approved, the amount will generally be based on the amount actually paid for the affected product after applicable discounts, promotions, credits, or adjustments, rather than the product's undiscounted retail price. For partially affected orders, only the affected item or portion of the order will generally be refunded unless a full-order refund is appropriate or required. Applicable taxes will be refunded where appropriate. Free or complimentary promotional products generally have no separate cash refund value.

23. Shipping Charges

Original shipping charges are generally non-refundable after a successfully shipped and delivered order. Shipping charges may be refunded where Perplexa Labs made the applicable fulfillment error, the entire order is properly canceled before shipment, a qualifying Shipment Protection resolution includes the shipping charge, an applicable carrier service guarantee qualifies for reimbursement, or applicable law requires reimbursement. A carrier delay involving a delivery timeframe represented only as an estimate does not automatically entitle the customer to reimbursement of shipping charges.

24. Refund Method

Approved refunds are generally issued to the original payment method used for the purchase. We generally cannot issue refunds to a different card, bank account, payment method, or person. If the original payment method is unavailable, the refund will be handled in accordance with applicable payment-processing requirements and law. Where applicable law requires a monetary refund, store credit will not be substituted without the customer's agreement.

25. Refund Timing

Once approved, Perplexa Labs generally initiates refunds within 5 business days. Your bank, card issuer, or payment provider may require additional time to post the funds after we initiate the refund. Where applicable law requires a different timeframe, Perplexa Labs will follow the applicable legal requirement.

26. Replacement Timing

Approved replacements are generally dispatched within 1–2 business days after approval, subject to product availability, address verification, FedEx service availability, compliance review, and other reasonable fulfillment requirements. If replacement inventory is unavailable, we may issue an appropriate refund instead.

27. How to Submit a Claim

Email support@perplexalabs.com with your full name, order number, product name and SKU, lot number where applicable, a clear description of the issue, and supporting photographs or documentation where relevant. Use the subject line "Returns Request — Order #[Order Number]." Our support team generally responds within 2 business days. Providing complete information with your initial request can help us resolve the issue more quickly.

28. Our Commitment to Fair Resolution

Our goal is to resolve legitimate customer issues fairly. If Perplexa Labs made a fulfillment error, a qualifying shipment was lost or damaged, or a covered product or documentation issue occurred, we will work to provide an appropriate resolution. Reasonable verification procedures are used to protect both legitimate customers and Perplexa Labs against fraud, carrier errors, duplicate reimbursements, and claims involving circumstances outside our control.

29. Your Legal Rights

Nothing in this Policy is intended to waive, limit, or eliminate any consumer-protection, warranty, cancellation, refund, or other right that cannot legally be waived. Where this Policy conflicts with a mandatory requirement of applicable law, the applicable legal requirement controls.

30. Relationship to Other Policies

This Returns & Refunds Policy should be read together with our Terms of Service, Shipping Policy, Research Use Policy, and Privacy Policy. If another policy contains more specific terms concerning a particular issue, the more specific provision will apply to that issue to the extent permitted by law.

31. Changes to This Policy

We may update this Returns & Refunds Policy prospectively to reflect changes in our operations, products, shipping practices, fraud-prevention procedures, or applicable law. The Last Updated date above identifies the most recent revision. The policy applicable to an order will generally be the policy presented in connection with that transaction, subject to applicable law.