Refund Policy — Exotides

Refund and Return Policy

Due to the sensitive nature of research materials, products may not be returned once shipped except where required by law or where Exotides determines, in its sole discretion, that a documented shipping error, damage in transit, or fulfillment mistake occurred. Any delivery issue, shortage, damage claim, or order discrepancy must be reported in writing to support@exotides.shop within 7 calendar days of delivery. Approved resolutions may include replacement, store credit, or refund to the original payment method, as determined by Exotides after review. Chargebacks submitted without first contacting Exotides for resolution may be disputed with supporting order, delivery, and account-verification records.

Damaged or Incorrect Orders

To request review of a damaged, defective-on-arrival, or incorrect shipment, purchaser must notify Exotides within 3 business days of delivery and provide order information, batch information if applicable, and clear photographic evidence of the issue and packaging. Exotides may, in its sole discretion, offer replacement, store credit, or refund where a claim is validated.

Non-Returnable Categories

Opened or used research materials, custom or special-order items, and items returned without prior authorization are non-returnable and non-refundable. Returns shipped without an authorization reference will not be processed.

Cancellations

Orders may be canceled before they enter fulfillment by emailing support@exotides.shop with your order number. Once an order has been packed or shipped it cannot be canceled and must be handled under the damage/defect process above.

Chargebacks and Payment Disputes

Purchasers agree to contact Exotides customer support before initiating a payment dispute so that the parties may attempt to resolve the matter. Nothing in this policy limits any non-waivable cardholder rights, but improper chargebacks may result in account suspension or termination.

Refund Method and Timing

Approved refunds are issued are issued to the original payment method, less any non-refundable processor fees, within 5–10 business days of approval. Refund timing on your bank or card statement is determined by your issuer.

Contact

To request a refund, return authorization, or cancellation, email support@exotides.shop with your order number and supporting documentation.