Refund Policy

We want every research lab to be confident in what they order from LUXEN. This policy explains when a return or refund is available for research reference material purchased through our website.

You may request a return within 7 days of delivery, provided the product is:

• Unused and unopened, in its original sealed packaging
• In the same condition it was received, with all labels and seals intact
• Accompanied by your order number

Because our research materials require cold-chain handling, the following cannot be returned once shipped:

• Any item that has been opened, punctured, or removed from cold storage
• Products past the 7-day return window
• Custom or bulk research orders arranged directly with our team

Email support@luxen.co with your order number and the reason for the return. Our team will confirm eligibility and provide return instructions within 2 business days.

Once we receive and inspect the returned item, we will notify you of the outcome. Approved refunds are issued to the original payment method within 5–10 business days. Original shipping costs are non-refundable unless the return is due to our error.

If your order arrives damaged, incomplete, or incorrect, contact us within 48 hours of delivery with photos of the item and packaging. We will arrange a replacement or full refund at no additional cost to you.

For any question about a return or refund, reach us at support@luxen.co.