Returns, Defects and Refund Policy

1. Important note on returns of research chemicals

For reasons of safety, hygiene and quality assurance, opened, reconstituted or improperly stored research chemicals cannot be returned. Once a vial has been opened or removed from its protective packaging, we can no longer verify its integrity and cannot resell or reuse it.

Because our products are sealed research materials supplied exclusively for laboratory use, there is no general right of withdrawal for change of mind once goods have been dispatched. This is consistent with Swiss law for distance selling of sealed goods supplied for hygiene and safety reasons.

2. Defective, incorrect or damaged deliveries

If something is wrong with your delivery, please contact us as soon as possible, and in any case within 7 calendar days of receipt of the goods, at info@alpenix.ch. Please include:

• the order number;
• the batch number printed on the label;
• a description of the problem;
• clear photographs of the product, the label and the packaging.

We will then review the case and agree on the appropriate solution with you.

3. Possible outcomes

• Wrong item delivered — we send the correct item at our cost, or refund the purchase price.
• Damaged in transit — we arrange a replacement or refund, provided the damage is reported in accordance with section 2 above.
• Deviation from the batch-specific test report — if the identity or specified purity of the supplied batch does not match the test report for that batch, we arrange a replacement or a refund.
• Undamaged, unopened item returned by agreement — at our discretion we may accept a return of unopened goods in their original, undamaged packaging. In such a case a restocking fee may apply, and return shipping costs are borne by the customer.

4. Exclusions

We do not accept returns or grant refunds where:

• the product has been opened, reconstituted or used;
• the product was stored or handled incorrectly;
• the defect results from use contrary to the intended research purpose;
• the claim is made after the period stated in section 2, or the goods cannot be identified and verified;
• the customer’s local law or institutional rules prohibit or restrict the purchase in the first place (see Country and Sales Restrictions).

5. Return procedure

Please do not return any goods without first contacting us. Unannounced returns cannot be allocated to an order and may be refused. If a return is agreed, we will provide the return address and instructions. Goods must be returned in suitable protective packaging.

6. Refunds

Approved refunds are processed to the original payment method where possible, normally within 14 days of approval. Refunds are made in Swiss francs (CHF); exchange-rate differences, bank charges or payment-provider fees are outside our control and are not refunded.

7. Warranty and your statutory rights

This policy does not limit your statutory warranty rights. Where the law grants you stronger rights than this policy, those rights prevail.

8. Contact

All return and refund requests: info@alpenix.ch.