Refund & Returns Policy

This Refund & Returns Policy applies to orders placed with Azend LLC ("Azend," "we," "us," or "our"). Because our products are research materials, special handling rules apply. Please read this policy carefully before ordering.

1
Damaged or incorrect orders

If your order arrives damaged, defective, or is not what you ordered, we will make it right. Contact us within 7 days of delivery and include:

• Your order reference number;
• The email address used at checkout;
• A clear description of the issue;
• Photos of the affected item(s) and the packaging as received.

Once we review and confirm the issue, we will provide a replacement or a refund for the affected item(s), at our discretion. We may ask you to return the affected item; if a return is needed, we will email you return instructions and an address at that time.

2
How to request a replacement or refund

1. Email orders@azendresearch.org within 7 days of delivery with the details and photos listed above.
2. Wait for our team to review your request and respond with next steps.
3. If approved, we will process your replacement or refund promptly.

3
Non-returnable items

For safety and integrity reasons, the following generally cannot be returned or refunded:

• Products that have been opened, used, reconstituted, or tampered with;
• Items returned without prior authorization from us;
• Requests made more than 7 days after delivery;
• Items damaged as a result of improper storage or handling after delivery.

4
Refund timing and method

Approved refunds are issued to your original payment method through our payment processor, Stripe. Once a refund is issued, please allow several business days for it to appear on your statement, depending on your bank or card issuer. Original shipping charges may be non-refundable except where an order was damaged or incorrect due to our error.

5
Order cancellations

If you need to cancel an order, contact us as soon as possible at orders@azendresearch.org. We can typically only cancel or modify an order before it has shipped. If you cancel before dispatch, or we cancel an unshipped order, you receive a full refund to your original payment method. Once an order has been dispatched, our standard policy above applies.

6
Lost or non-delivered packages

If tracking shows an issue or your package does not arrive within a reasonable time, contact us and we will help investigate with the carrier. If the carrier confirms a package lost in transit, contact us within 14 days of the expected delivery date and we will arrange a reshipment or refund. See our Shipping Policy for details on tracking and delivery. You can also check status on our Track order page.

7
Contact

Questions about a refund or return? Contact us at:

• Email: orders@azendresearch.org
• Phone: (305) 417-8272
• Mail: Azend LLC, Miami, Florida, USA