00 Contents

01 Introduction

This Returns & Refund Policy explains the circumstances in which Products purchased through www.genyx-labs.com may be cancelled, returned, replaced, exchanged or refunded.

This Policy applies to purchases made directly from GENYX Labs through the Website unless different terms have been expressly agreed in writing.

This Policy should be read together with the:

• Terms & Conditions;
• Privacy Policy;
• Shipping & Delivery Policy;
• Payment Policy; and
• Research Use Disclaimer. Capitalised terms not separately defined in this Policy have the meanings assigned to them in the Terms & Conditions. Nothing in this Policy excludes, restricts or replaces any consumer right that cannot lawfully be excluded.

02 Scope

This Policy covers:

• cancellation before dispatch;
• statutory withdrawal from eligible online purchases;
• Products damaged during delivery;
• defective or non-conforming Products;
• incorrect or incomplete orders;
• replacements and exchanges;
• return procedures;
• return shipping costs;
• refund calculations;
• refund processing;
• Product-integrity concerns; and
• business-customer returns. Different rules may apply depending on whether the customer is acting as:
• a consumer purchasing primarily outside a trade, business, craft or profession; or
• a business, laboratory, institution, reseller or professional customer purchasing in connection with commercial or professional activity. Mandatory consumer protections apply only where the customer legally qualifies as a consumer.

03 Change-Of-Mind Returns And Product Problems

A change-of-mind return is different from a claim concerning a Product that is:

• damaged;
• defective;
• incorrectly supplied;
• materially different from its description;
• missing from the order; or
• otherwise not in conformity with the contract. The statutory withdrawal rules described in Sections 5-12 primarily concern eligible change-of-mind returns. Claims involving damaged, defective, incorrect or non-conforming Products are addressed separately in Sections 13-18 and are not removed merely because a statutory withdrawal exception applies.

04 Cancelling An Order Before Dispatch

Customers should contact GENYX Labs as soon as possible where they wish to cancel or change an order.

Cancellation requests may be submitted through:

Website: www.genyx-labs.com Email: support@genyx-labs.com

The request should include:

• the customer's full name;
• order number;
• email address used for the order; and
• the Products the customer wishes to cancel. GENYX Labs will make reasonable efforts to process the request. However, cancellation cannot be guaranteed once:
• payment processing has been completed;
• fulfilment has begun;
• a shipping label has been created;
• the order has been packed; or
• the order has been dispatched. Where an order is successfully cancelled before dispatch, GENYX Labs will refund the amount paid for the cancelled Products and any shipping charge that is no longer incurred. Once an order has been dispatched, cancellation will be handled under the statutory withdrawal provisions, return procedure and applicable law. Nothing in this section limits a mandatory right to withdraw from an eligible distance contract.

05 Statutory Right Of Withdrawal

Where the customer is a consumer and no statutory exception applies, the customer may withdraw from an eligible online purchase within 14 days, without giving a reason.

The withdrawal period generally begins on the day after:

• the consumer receives the Product;
• a person nominated by the consumer, other than the carrier, receives the Product;
• the consumer receives the final Product where multiple Products from one order are delivered separately;
• the consumer receives the final lot or piece where a Product consists of multiple lots or pieces; or
• the consumer receives the first Product in the case of an eligible contract for regular delivery over a defined period. The customer may also communicate the decision to withdraw before delivery. The customer must send a clear withdrawal notice before the applicable 14-day period expires.

06 Exercising The Right Of Withdrawal

To exercise an eligible right of withdrawal, the customer must clearly inform GENYX Labs of the decision to withdraw.

The customer may:

• email support@genyx-labs.com;
• use the online withdrawal function provided through the Website, where available;
• submit the model withdrawal form at the end of this Policy; or
• send another clear statement containing the information necessary to identify the customer, order and decision to withdraw. The notice should include:
• full name;
• order number;
• email address;
• Products concerned;
• date of delivery, where applicable; and
• a clear statement that the customer is withdrawing from the purchase. The customer does not need to provide a reason. Merely returning a parcel, refusing delivery or failing to collect a shipment does not necessarily constitute a valid withdrawal notice. The customer should clearly communicate the decision to withdraw. GENYX Labs will acknowledge an electronically submitted withdrawal notice without undue delay.

07 Online Withdrawal Function

Where required by applicable law for a contract concluded through an online interface, GENYX Labs will provide an easily accessible online withdrawal function.

The function may request information reasonably necessary to:

• identify the customer;
• identify the relevant contract or order;
• identify the Products concerned; and
• send confirmation of the withdrawal. After an online withdrawal statement is submitted, GENYX Labs will provide an acknowledgement containing the submitted information and the date and time of submission through a durable electronic format. The online withdrawal function is an additional method of exercising the right. Customers may also use email or another legally valid, unequivocal statement.

08 Returning Products After Withdrawal

After communicating a valid withdrawal, the customer must return the eligible Products without undue delay and no later than 14 days after notifying GENYX Labs of the withdrawal.

The deadline is met where the customer dispatches the Products before the 14-day return period expires.

Customers should contact GENYX Labs before sending a return so that:

• eligibility can be reviewed;
• the correct return destination can be supplied;
• appropriate shipping instructions can be provided;
• the Product can be identified when received; and
• unnecessary handling or transport risks can be avoided. Requesting return instructions does not remove or invalidate a withdrawal notice that was otherwise submitted correctly and on time. Returns must not be sent to an address shown on a courier label, parcel, payment record or other document unless GENYX Labs expressly confirms that it is the correct return destination. GENYX Labs is not responsible for a return sent to an unauthorised or incorrect destination.

09 Condition Of Products Returned After Withdrawal

Customers must take reasonable care of Products while they are in their possession.

Where a Product remains eligible for withdrawal, it should be returned:

• complete;
• securely packaged;
• with its original labels;
• with any applicable seals intact;
• with supplied documentation where reasonably possible;
• without alteration, relabelling or contamination; and
• protected against avoidable damage during return transport. Consumers may examine a Product only to the extent reasonably necessary to establish its nature, characteristics and condition, similar to the examination that would reasonably be permitted in a physical retail environment. Where handling goes beyond what is reasonably necessary, the consumer may be responsible for any resulting reduction in value, to the extent permitted by applicable law. Opening the external courier parcel solely to inspect the delivered Products does not, by itself, mean that a protective Product seal has been broken.

10 Exceptions To The Right Of Withdrawal

The statutory right of withdrawal does not apply, or may cease to apply, where a recognised legal exception is satisfied.

Depending on the Product and circumstances, this may include:

10.1 Sealed Products unsuitable for return after unsealing

A right of withdrawal may be excluded for sealed Products that:

• are genuinely unsuitable for return due to health-protection or hygiene reasons; and
• were unsealed after delivery. This exception will only be relied upon where the relevant legal conditions are genuinely met. A protective seal may include a tamper-evident or contamination-control seal designed to preserve Product integrity. Opening an ordinary shipping carton is not automatically treated as unsealing the Product itself.

10.2 Products liable to deteriorate or expire rapidly

A right of withdrawal may not apply to Products that are genuinely liable to deteriorate or expire rapidly.

This exception will not be applied merely because a Product has recommended storage conditions. The Product's actual nature, stability and expected period of usability will be considered.

10.3 Customised or personalised Products

A right of withdrawal may not apply to Products manufactured, labelled, packaged or otherwise prepared according to the customer's individual specifications or clearly personalised for the customer.

Selecting a standard Product from ordinary Website options does not, by itself, make the Product personalised.

10.4 Products inseparably mixed after delivery

A right of withdrawal may not apply where a Product has, after delivery and according to its nature, become inseparably mixed with another substance or item.

10.5 Other statutory exceptions

Any other exception expressly required or permitted by applicable mandatory law may apply where its legal conditions are satisfied.

GENYX Labs will not use a general "no returns" statement to remove a statutory withdrawal right where no lawful exception applies.

11 Products That Cannot Be Accepted Back Into Saleable Inventory

Even where GENYX Labs asks the customer to return an item for inspection, the following Products may be unsuitable for resale:

• Products with a broken tamper-evident or protective seal;
• opened vials or containers;
• reconstituted, mixed or diluted Products;
• Products into which any substance has been introduced;
• Products with punctured closures;
• contaminated or potentially contaminated Products;
• Products with altered or removed labels;
• Products transferred into another container;
• Products exposed to unsuitable conditions after delivery;
• Products showing evidence of unauthorised handling;
• Products returned without sufficient identification; or
• Products damaged through improper return packaging. A Product being unsuitable for resale does not automatically remove a consumer's legal remedy where the Product was damaged, defective, non-conforming or incorrectly supplied. Where the Product became unsuitable solely because of customer handling after delivery, GENYX Labs may decline a discretionary return, rely on an applicable withdrawal exception or deduct a legally permitted amount for diminished value.

12 Return Shipping Costs For Change-Of-Mind Returns

For an eligible change-of-mind withdrawal, the customer is responsible for the direct cost of returning the Products unless:

• GENYX Labs agrees otherwise;
• GENYX Labs offered to collect the Products;
• the Product was damaged, defective, non-conforming or incorrectly supplied; or
• applicable law requires GENYX Labs to bear the cost. Customers should use:
• appropriate protective packaging;
• a reliable delivery service;
• tracking where reasonably available; and
• adequate shipping protection for the value and nature of the Products. GENYX Labs is not responsible for loss or damage occurring during a return arranged by the customer before the return is received, except where mandatory law provides otherwise. Proof of postage should be retained until the return and refund have been completed. GENYX Labs will not reimburse premium, express, insured or special return-delivery charges unless they were reasonably necessary or expressly approved in advance.

13 Damaged Products

Customers should inspect the parcel and Products promptly after delivery.

Where a Product appears to have been damaged during transport, the customer should:

1. photograph the external parcel before disposing of it;
2. photograph the shipping label;
3. photograph the internal packaging;
4. photograph the affected Product and any visible damage;
5. retain the parcel, packaging and Product; and
6. contact GENYX Labs as soon as reasonably possible. For efficient courier investigation, visible transit damage should preferably be reported within 48 hours of delivery. The 48-hour request is intended to preserve evidence and support the delivery investigation. It does not automatically remove a mandatory consumer right where a report is made later. Customers should not open, puncture, mix, reconstitute, use for research or further handle a Product where:

• its seal is damaged;
• the container is cracked;
• leakage is visible;
• contamination is suspected; or
• Product integrity may have been compromised. GENYX Labs may request photographs, order information, batch details or other reasonable evidence before determining the appropriate remedy.

14 Defective Or Non-Conforming Products

A Product may be non-conforming where, at the time of delivery, it:

• does not match its contractual description;
• is not the Product ordered;
• materially differs from the applicable Product information;
• lacks an agreed characteristic;
• is supplied in an incorrect quantity;
• is damaged;
• is not packaged as reasonably required;
• does not correspond with applicable batch-specific documentation; or
• otherwise fails to meet a mandatory conformity requirement. Where a consumer Product is defective or non-conforming, the customer may be entitled to the remedies provided by applicable law, which may include:
• replacement;
• bringing the Product into conformity;
• an appropriate price reduction;
• termination of the affected purchase; or
• a full or partial refund. The applicable remedy will depend on:
• the nature and seriousness of the issue;
• whether replacement is possible;
• Product availability;
• the time and inconvenience involved;
• whether the issue can be resolved without disproportionate cost; and
• the rights provided by mandatory law. Where a legal guarantee applies to consumer goods, it is separate from the 14-day change-of-mind withdrawal right. Nothing in this Policy reduces the applicable minimum legal guarantee for lack of conformity.

15 Research Results And Product Conformity

GENYX Products are supplied strictly for lawful research and analytical purposes as stated in the Terms & Conditions and Research Use Disclaimer.

A Product is not considered defective or non-conforming solely because:

• a particular research outcome was not achieved;
• results differ from expectations;
• a third-party experimental method produces different findings;
• the customer used an unsuitable method, instrument, diluent or storage condition;
• the Product was used outside the supplied documentation;
• the customer relied on information not issued or approved by GENYX Labs; or
• the customer used the Product for an unauthorised purpose. Research materials may produce variable results depending on methodology, equipment, handling, environmental conditions and experimental design. This section does not protect GENYX Labs where a Product does not conform to its contractual description, applicable batch documentation or mandatory legal requirements.

16 Incorrect, Missing Or Incomplete Orders

Customers should contact GENYX Labs promptly where:

• the wrong Product was delivered;
• a Product is missing;
• the quantity is incorrect;
• the Product strength or presentation differs from the order;
• a parcel appears to have been opened; or
• the received contents materially differ from the order confirmation. The customer should provide:
• the order number;
• photographs of the complete parcel contents;
• photographs of the outer packaging;
• the shipping label;
• packing materials;
• Product labels; and
• a clear description of the issue. Where the error is confirmed, GENYX Labs will provide an appropriate remedy, which may include:
• dispatching the missing or correct Product;
• replacing the affected Product;
• refunding the affected Product;
• refunding reasonable return costs; or
• another remedy required by applicable law. An incorrectly delivered Product must not be used, altered, relabelled, transferred or resold after the customer becomes aware of the error.

17 Storage And Handling Concerns

Customers must follow the storage and handling information provided through:

• the Product label;
• batch-specific documentation;
• the Certificate of Analysis;
• safety or transport documentation; or
• other written instructions supplied by GENYX Labs. Where a Product is believed to have arrived outside an appropriate condition, the customer should contact GENYX Labs before:
• opening it;
• puncturing the closure;
• adding any substance;
• changing its storage condition unnecessarily;
• conducting research; or
• disposing of it. A claim based on storage or temperature concerns may require information such as:
• delivery time;
• time at which the parcel was collected;
• external weather conditions;
• condition of the packaging;
• temperature-indicator information, where supplied;
• photographs; and
• Product-specific stability documentation. A parcel feeling warm or cold does not, by itself, establish that the Product is defective. The Product's documented stability, duration of exposure and actual condition will be considered. GENYX Labs is not responsible for deterioration occurring after delivery where it results from the customer's failure to follow clearly supplied storage or handling instructions. This limitation does not apply where the Product was already defective or compromised when delivered.

18 Safety And Return Of Compromised Products

Customers must not return a leaking, broken, contaminated, punctured, reconstituted or otherwise compromised Product without first receiving instructions from GENYX Labs.

Depending on the circumstances, GENYX Labs may instruct the customer to:

• isolate the Product;
• retain it temporarily;
• provide photographic evidence;
• return it using specified packaging;
• make it available for collection; or
• dispose of it safely in accordance with appropriate instructions. A request not to physically return a compromised Product does not, by itself, remove any refund, replacement or legal right. GENYX Labs may refuse an unauthorised return that creates an avoidable contamination, safety or transport risk.

19 Inspection Of Returned Products

Returned Products may be inspected to confirm:

• identity;
• quantity;
• seal condition;
• label condition;
• evidence of opening;
• evidence of puncture or reconstitution;
• storage or handling damage;
• contamination risk;
• completeness;
• reason for return; and
• whether the Product corresponds to the relevant order. GENYX Labs may retain reasonable inspection records, including photographs, for:
• refund administration;
• fraud prevention;
• quality control;
• traceability;
• dispute resolution; and
• legal compliance. The inspection will not be used to deny a valid remedy solely because the external courier packaging was opened for reasonable examination. Where an issue requires additional assessment, GENYX Labs will communicate the expected next steps and may temporarily withhold a discretionary refund until the review is completed. Mandatory refund deadlines and consumer rights will continue to apply.

20 Refunds Following Statutory Withdrawal

Where a consumer validly withdraws from an eligible purchase, GENYX Labs will refund:

• the price paid for the returned eligible Products; and
• the cost of the least expensive standard delivery method offered for the order, where required. Where the customer selected a more expensive express, premium or special delivery method, GENYX Labs is not required to refund the additional cost above the least expensive standard delivery method offered. The refund will be issued without undue delay and within the period required by applicable law. GENYX Labs may withhold the refund until:
• the returned Products have been received; or
• the customer provides adequate evidence that the Products were dispatched, whichever occurs first, where such withholding is legally permitted. A deduction may be made for diminished value resulting from handling beyond what was reasonably necessary to establish the Product's nature, characteristics and condition. No deduction will be made merely because the customer lawfully examined the Product within those limits.

21 Refunds For Damaged, Defective Or Incorrect Products

Where GENYX Labs confirms that a Product was damaged, defective, non-conforming or incorrectly supplied, the refund may include:

• the price paid for the affected Product;
• reasonable standard delivery costs attributable to the affected Product;
• reasonable approved return costs; and
• any other amount required by applicable law. GENYX Labs may offer a replacement before issuing a refund where replacement is legally appropriate, available and can be provided without significant inconvenience. A consumer may be entitled to an immediate price reduction or termination where:
• replacement is impossible or disproportionate;
• GENYX Labs has not provided an appropriate remedy within a reasonable period;
• the issue remains after an attempted remedy;
• the issue is sufficiently serious; or
• applicable law otherwise permits it. No refund will be denied solely because a defect became apparent after delivery where GENYX Labs remains legally responsible for that lack of conformity.

22 Refund Method

Refunds will normally be issued to the original payment method.

This helps prevent:

• fraud;
• money laundering;
• unauthorised redirection of funds;
• duplicate reimbursement; and
• payment disputes. Where refunding the original payment method is impossible, expired, unavailable or legally inappropriate, GENYX Labs may request reasonable verification before using another method. GENYX Labs will not ordinarily issue a refund:
• to an unrelated third party;
• to a payment account that cannot reasonably be linked to the customer;
• in cash for an electronically paid order; or
• through a different cryptocurrency address without appropriate verification. The time required for a refund to appear after GENYX Labs releases it depends on the payment provider, bank, card network or payment method. Any estimated banking or payment-processing time is separate from the time taken by GENYX Labs to approve and release the refund.

23 Exchanges And Replacements

GENYX Labs may provide an exchange or replacement where:

• the wrong Product was delivered;
• a Product was damaged;
• a Product was defective or non-conforming;
• an item was missing;
• an exchange is expressly agreed; or
• applicable law requires replacement. Replacement is subject to:
• stock availability;
• delivery feasibility;
• destination restrictions;
• verification of the issue; and
• the Product remaining legally and operationally available. Where an identical replacement is unavailable, GENYX Labs may offer:
• an equivalent Product with the customer's agreement;
• a partial refund;
• a full refund for the affected Product; or
• another appropriate solution. GENYX Labs does not guarantee discretionary exchanges for change-of-mind returns. A replacement does not remove any continuing mandatory rights relating to conformity.

24 Refused And Unclaimed Deliveries

Refusing delivery or failing to collect a parcel does not automatically complete a valid statutory withdrawal.

Customers wishing to withdraw should communicate that decision clearly in accordance with Section 6.

Where a parcel is returned because:

• delivery was refused;
• it was not collected;
• the address was incorrect;
• the recipient was unavailable;
• disclosed destination charges were not paid; or
• requested recipient information was not provided, GENYX Labs may deduct reasonable and evidenced costs caused by the customer's action or omission, where permitted by law. Where the return resulted from an error attributable to GENYX Labs, no additional return or reshipping charge will be imposed. Further provisions concerning undeliverable parcels are contained in the Shipping & Delivery Policy.

25 Promotions, Bundles And Complimentary Products

Where a return affects a promotion, discount, bundle or complimentary Product, the refund will be recalculated according to the conditions of the original offer.

This may include:

• removing a discount that depended on a minimum order value;
• allocating a bundle discount proportionately;
• deducting the stated value of a complimentary Product that is retained where this was clearly disclosed;
• refunding only the amount actually paid for an affected Product; or
• requiring the return of all Products included in an indivisible promotional bundle. GENYX Labs will not use promotional recalculation to impose an undisclosed penalty or remove a mandatory right. Where a Product was genuinely supplied without charge and without affecting the price of other Products, no cash refund is due for that complimentary Product.

26 Partial Returns

Where only part of an order is returned:

• the refund will generally relate only to the eligible returned Products;
• the original standard outbound shipping cost may not be refundable where the customer retained other Products from the order;
• a discount may be recalculated where its conditions are no longer met; and
• Product-specific return exceptions will be assessed separately. Where the entire eligible order is withdrawn, the applicable standard outbound-delivery refund will be calculated in accordance with Section 20.

27 Unauthorised Returns

Customers should not send Products to GENYX Labs without first obtaining the correct return instructions.

An unauthorised return may be:

• delayed;
• delivered to an incorrect location;
• refused by the carrier;
• unsuitable for safe handling;
• impossible to associate with an order; or
• subject to additional delivery costs. GENYX Labs will make reasonable efforts to identify an unauthorised return that is actually received. However, GENYX Labs does not guarantee reimbursement for loss or costs caused by sending Products contrary to clearly provided instructions. This section does not invalidate a properly communicated statutory withdrawal or mandatory defect claim.

28 Return Abuse And Fraud

GENYX Labs may investigate and take proportionate action where there are reasonable grounds to suspect:

• a false damage or non-delivery claim;
• substitution of a different Product;
• return of an empty, used or altered container;
• manipulated photographs or documentation;
• repeated abusive claims;
• intentional Product damage;
• unauthorised resale followed by return;
• duplicate refund requests;
• payment fraud;
• chargeback abuse; or
• another dishonest return practice. GENYX Labs may:
• request additional evidence;
• compare Product and batch information;
• suspend processing while the matter is reviewed;
• refuse a fraudulent claim;
• restrict or close an account;
• cancel future orders; or
• exercise available legal rights. GENYX Labs will not classify a claim as fraudulent merely because the customer exercises a statutory right, raises a legitimate complaint or disputes a genuine Product issue.

29 Payment Disputes And Chargebacks

Customers are encouraged to contact GENYX Labs promptly where they believe:

• an amount was charged incorrectly;
• an order was not received;
• a refund is outstanding;
• a Product was defective; or
• a transaction was unauthorised. GENYX Labs will make reasonable efforts to investigate and resolve legitimate concerns. Where a payment dispute or chargeback is initiated, GENYX Labs may provide relevant transaction evidence to the payment provider, including:
• order information;
• payment records;
• delivery confirmation;
• tracking information;
• customer communications;
• accepted contractual terms;
• return records; and
• refund information. Submitting a knowingly false payment dispute may result in account restriction and the exercise of available legal rights. Nothing in this section prevents a customer from exercising a legitimate right through their payment provider.

30 Business-Customer Returns

Unless expressly agreed otherwise in writing, business customers do not have an automatic change-of-mind right to return Products.

A business-customer return requires prior written approval from GENYX Labs.

GENYX Labs may impose reasonable business-return conditions, including:

• a return deadline;
• unopened and intact Product condition;
• verified batch and order details;
• return-shipping responsibility;
• inspection;
• a reasonable restocking or handling charge; and
• exclusion of customised, opened, compromised or specially sourced Products. This section does not remove any express contractual warranty or remedy applying to a defective, damaged, incorrect or non-conforming business order. Business customers must inspect deliveries within a commercially reasonable period and report any apparent shortage, damage or fulfilment error promptly.

31 Relationship With Other Policies

This Policy governs cancellations, returns, replacements and refunds.

The Shipping & Delivery Policy governs:

• dispatch;
• tracking;
• delivery attempts;
• lost parcels;
• damage during transport;
• customs;
• refused deliveries; and
• transfer of risk. The Payment Policy governs:
• payment authorisation;
• payment methods;
• refunds through payment providers;
• currency conversion;
• failed payments; and
• payment security. The Terms & Conditions govern the overall contract. Where there is an inconsistency:
• mandatory law will prevail;
• an expressly agreed written order term will apply to that order;
• the Terms & Conditions will govern the contract generally; and
• this Policy will govern return and refund matters.

32 Changes To This Policy

GENYX Labs may update this Returns & Refund Policy to reflect:

• operational changes;
• changes to the Website;
• Product developments;
• payment or courier procedures;
• legal requirements; or
• improvements to customer-service procedures. The version applying to an order will normally be the version presented or published when the order was placed, unless a later change is required by law or expressly accepted by the customer. The latest version will be published on the Website with its effective date.

33 Contact

For cancellations, returns, replacements, refunds or Product concerns, contact:

GENYX Labs Website: www.genyx-labs.com Email: support@genyx-labs.com

Customers should include:

• their full name;
• order number;
• the Products concerned;
• a description of the request; and
• supporting photographs or information where relevant.

A Model Withdrawal Form