Refunds & Returns

We want you to receive exactly what you ordered, in the condition it left us. This page sets out what happens when that does not happen.

Before your order ships

You can cancel any order that has not yet been dispatched, for a full refund, with no reason needed. Email support@trulixir.com with your order number as soon as possible — once a package is with the carrier it can no longer be recalled.

After your order ships

Because of what we sell, shipped orders cannot be returned for a refund or exchange once they have been delivered.

This is not a convenience for us. A research material's value rests on an unbroken chain of custody: the lot, the certificate, and a documented storage history. Once a package has left our control we cannot evidence how it was stored or handled, which means we cannot resell it and cannot vouch for it to anyone else. Accepting it back would put material of unknown provenance into someone else's experiment.

The exceptions below are not affected by this — they cover cases where you did not receive what you paid for.

If something is wrong with your order

Contact us within 7 days of delivery at support@trulixir.com, with your order number and photographs of the package, the label and the item. We will replace it or refund it, at your choice.

This covers:

• The wrong item, wrong amount or wrong lot
• An item that arrives damaged, leaking or with a broken seal
• A missing item from an order that shows as delivered
• Material that does not match the certificate of analysis issued for its lot

Please keep the packaging until the matter is resolved — the carrier may require it, and photographs of it are often what settles a claim.

If your package is lost or does not arrive

If tracking has not updated for 7 days, or a package is marked delivered and you cannot find it, contact us. We will open a claim with the carrier and keep you informed. Where a package is confirmed lost in transit, we replace it, or refund it if the item is no longer available.

Refused and undeliverable packages

A package returned to us as undeliverable — usually an incorrect or incomplete address, or repeated failed delivery — is refunded for the value of the goods once it reaches us. Outbound shipping is not refunded, because it was incurred.

If you would prefer it reshipped, we will do that at cost.

Shipping charges

Shipping charges are refunded when the fault is ours: a wrong, damaged or lost item, or an order we cancel. They are not refunded on a cancellation that happens after dispatch, or on an undeliverable package.

How refunds are issued

Refunds go back to the original payment method. We process them within 3 business days of agreeing the refund; how long the money then takes to appear is set by your bank or card issuer, typically 5 to 10 business days.

We will always tell you the date and amount we processed, so you have something to give your bank if it does not arrive.

Chargebacks

If something has gone wrong, contact us first. We would far rather fix it directly, and we can usually do so faster than a dispute can be raised. A chargeback filed without contacting us gives us no opportunity to resolve the matter and may lead us to decline future orders.

Contact

TLX Group LLC — support@trulixir.com. Include your order number and, where relevant, photographs. 10660 NW 12th Dr, Plantation, FL 33322