RETURN &
REFUND POLICY

OVERVIEW

This Return and Refund Policy explains the limited circumstances under which Onyx Biolabs (operated by Onyx Holding, LLC) can issue a refund or replacement, the time windows in which you must contact us, and the documentation we need to evaluate your claim. By placing an order on onyxbiolabs.com, you agree to the terms below.

1. ALL SALES ARE FINAL

Due to the nature of our research products, we do not accept returns or exchanges under any circumstances. Once a vial leaves our facility, we cannot resell it — and this policy ensures that every product you receive has never been handled by another party.

The only exceptions to this rule are verified shipping issues covered in the sections below.

2. DAMAGED, BROKEN OR DEFECTIVE ITEMS

If your order arrives damaged, broken, or defective, please contact us within 48 hours of delivery. Claims submitted after this window are not eligible.

When you report a damaged item:

• Do not dispose of the broken items, packaging, or the shipping box
• Take clear photos of the damaged product and the shipping container
• Email those photos along with your order number to support@onyxbiolabs.com

We will review your case promptly and, where eligible, issue a replacement or refund.

3. INCORRECT OR MISSING ITEMS

If you receive the wrong item, or items are missing from your order, contact us within 48 hours of delivery with:

• Your order number
• A photo of the items you received
• A photo of your packing slip

We will reconcile your order and arrange a replacement or refund where applicable.

4. LOST PACKAGES

A package is considered lost if tracking shows no movement for 7 or more consecutive days. If you believe your package is lost, please contact us with your order number so we can investigate with the carrier.

If the package is confirmed lost in transit and the order was protected by shipping insurance, we will arrange a replacement or refund.

5. PACKAGES MARKED “DELIVERED” BY THE CARRIER

Onyx Biolabs is not responsible for packages marked "Delivered" by the carrier unless shipping insurance was purchased at checkout.

If a carrier scans your package as delivered but you cannot locate it:

• Check with neighbors, household members, and your building's mailroom or front desk
• Look around your property — porches, side doors, garages
• Wait 24–48 hours; carriers occasionally mark packages as delivered before the actual drop-off
• File a claim directly with the carrier

If you purchased shipping insurance, contact us within 48 hours of the "Delivered" scan with your order number and a written statement that you did not receive the package, and we will help you process the insurance claim.

Without shipping insurance, we are unable to refund or replace orders marked delivered by the carrier.

6. REFUND PROCESSING

Approved refunds are issued to the original payment method used at checkout:

• Credit / debit card — refunds typically appear within 5–10 business days, depending on your bank
• ACH / bank transfer — refunds processed within 5–7 business days
• Zelle / Cash App — refunds returned to the same wallet within 1–3 business days
• Cryptocurrency — refunded in the same coin to the originating wallet at the USD-equivalent at the time of refund

Original shipping fees are non-refundable except in cases where Onyx Biolabs is fully at fault (wrong item shipped, etc.).

7. HOW TO FILE A CLAIM

To open a claim under any of the sections above, please email support@onyxbiolabs.com with the following:

• Your order number
• The reason for the claim (damaged / incorrect / missing / lost / delivered-but-not-received)
• Photos of the products, packaging, and shipping label
• The date the package was delivered (or the date tracking last updated)

Our team aims to respond to all claims within 1–2 business days. Please reply to that email thread to keep your case file together.

8. WHAT THIS POLICY DOES NOT COVER

• Buyer's remorse, ordering the wrong product, or change of mind
• Misuse, contamination, or improper storage after delivery
• Claims submitted after the 48-hour window
• Packages marked "Delivered" without purchased shipping insurance
• Damage or loss caused by inaccurate shipping addresses provided at checkout

9. CONTACT US

For any return, refund, or shipping-claim question, please reach out to us:

Onyx Holding, LLC
9311 JW Clay Blvd STE 2050A
Charlotte, NC 28262

Phone: +1 (704) 665-5551
Email: support@onyxbiolabs.com