1. Scope and order support

This Policy applies to purchases from Greenrock Investment Group LLC, doing business as Vertex Labs (“Vertex,” “we,” “us,” or “our”), through vertexpeptideslab.org. It should be read with our Terms & Conditions.

We sell research-use-only materials to eligible purchasers age 21 and older and deliver within the United States and Puerto Rico. For an order issue, contact info@vertexpeptideslab.org and include your order number.

Our standard resolution for an established incorrect or damaged product is a free replacement. We also replace shipments established as lost, without requiring the customer to wait for the carrier or insurer to finish a claim.

2. Cancellation before shipment

To request cancellation, email info@vertexpeptideslab.org as soon as possible with your order number and a clear request to cancel.

Cancellation requests must be received before shipment and require confirmation from Vertex. Sending a request does not by itself confirm cancellation. Because fulfillment may begin promptly, contact us immediately if you need to stop an order.

If cancellation is approved before shipment, we refund 100% of the amount paid for the canceled order, including its shipping charges and taxes, to the original payment method. Creating a shipping label alone does not constitute shipment.

After shipment, change-of-mind cancellation is unavailable. This does not affect remedies for a delivery problem, an incorrect or damaged product, or a cancellation or refund required by applicable law.

3. Change-of-mind returns and exchanges

We do not accept returns or exchanges of conforming research materials because a purchaser changes their mind, orders the wrong product or quantity, no longer needs the material, or wishes to switch to a different product after shipment.

These restrictions apply to change-of-mind requests even when a product remains unopened. They do not establish that a product was correctly supplied or free from a defect.

A research result differing from a purchaser’s expectations does not, by itself, establish a product defect. A documented concern about identity, quantity, labeling, condition, or conformity with an express product description will be reviewed separately under Section 8.

4. Reporting an incorrect or damaged product

Notify us within seven (7) calendar days after you receive the shipment to use our standard incorrect-or-damaged-product replacement process. Inspect the shipment promptly when it arrives.

In your message, include:

• Your order number and the email address used for the order.
• The affected product, quantity, and lot number, when available.
• A brief description of the problem and the delivery date.
• Relevant photographs of the product, label, shipping carton, or damage, when safely available.

Keep the affected material and its packaging available for review when it is safe to do so. Do not use a material you reasonably suspect is damaged, mislabeled, or otherwise nonconforming while the issue is being assessed. Do not handle broken glass or leaking material solely to obtain photographs.

We may request reasonable information to understand the issue. If particular evidence is unavailable, explain that in your message so we can consider other relevant records.

The seven-day reporting period does not shorten a nonwaivable legal deadline or automatically exclude a defect that could not reasonably have been discovered during that period. Report such a concern promptly after discovery.

5. Free replacements for incorrect or damaged products

When our review establishes that we supplied the wrong product or that a product arrived damaged, we replace the affected product at no cost to you. Vertex covers the replacement product and replacement shipping.

You do not need to place or pay for a second order, meet a free-shipping minimum, or purchase an additional item to receive a covered replacement. If we require an authorized return to resolve our shipping error or a covered damage claim, we also cover that return’s shipping cost.

We will confirm the replacement arrangement and provide shipment information when the replacement is dispatched. An unrelated item in the same order does not need to be returned merely because another item has a problem.

6. Lost shipments and carrier claims

Contact us promptly if your shipment appears lost or has not arrived as expected. We will review the tracking, shipment details, delivery information, and other relevant evidence. A temporary tracking delay does not necessarily establish that a package is lost.

Once our review establishes that a shipment is lost, we initiate a replacement immediately at no cost to you. We do not require you to wait for the carrier or insurer to reimburse Vertex or close the claim.

Vertex arranges shipment insurance and handles the related carrier and insurance claims. UPS carries most orders. We use USPS for limited destinations where the required UPS service is unavailable. The same customer-resolution policy applies to either carrier.

We may ask for reasonable cooperation, such as confirming the delivery address or whether the package was received. Vertex remains your point of contact for the replacement and claim process.

If tracking shows “delivered” but you did not receive the package, notify us so we can review the delivery evidence. A delivery scan alone does not automatically resolve a disputed delivery.

The seven-day period measured from receipt does not apply to a shipment you never received. Report non-delivery promptly so the shipment can be investigated.

7. Replacement availability and alternative remedies

A replacement will match the product and quantity owed for the affected part of your order. We will not substitute a materially different product without your agreement.

If a replacement is unavailable, cannot be provided within a reasonable time, or does not resolve an established issue, we will provide the applicable refund or other remedy required by law. Any alternative product or voluntary store credit requires your agreement.

Free replacement is our standard service remedy for incorrect products, delivery damage, and lost shipments. It is not an exclusive remedy where applicable law requires another outcome. We will not impose store credit instead of a monetary refund that is legally required.

8. Incomplete orders and product-conformity concerns

If the quantity received does not match your order, or you identify a potential problem with product identity, labeling, stated quantity, or an express product description, contact us promptly with the relevant order and lot information.

We will assess the available records and supporting evidence and address an established shortfall, defect, or material nonconformity through the applicable remedy. The change-of-mind restriction does not prevent this review.

Damage or changes caused by improper storage, mishandling, contamination, or alteration after proper delivery are not treated as damage that existed on arrival. This does not exclude responsibility for a separate defect or error attributable to Vertex.

Do not undertake an unsafe test or a prohibited human or animal use to establish a claim. Contact us about appropriate documentation and handling of the affected research material.

9. Return authorization and handling

Do not send a product back without instructions from Vertex. Depending on the issue and safe-handling considerations, we may resolve a claim without a physical return or provide specific return instructions.

If we request a return for a covered incorrect-product or damage claim, we will explain the authorized shipping method and provide the required shipping arrangement at our expense. Do not mail broken, leaking, or otherwise unsafe material without appropriate instructions.

Our mailing address is for correspondence and does not automatically serve as an authorized product-return address. An unauthorized return does not establish eligibility for a change-of-mind refund.

10. Refund method and processing time

Vertex issues approved refunds within five (5) calendar days after approval. A shorter deadline required by applicable law takes precedence. An internal review or approval process does not extend a legally required refund deadline.

Refunds are returned to the original payment method. If that method cannot accept the refund, we will contact you to arrange an appropriate alternative consistent with applicable law.

A full approved cancellation before shipment returns the full amount paid for the canceled order. For an affected portion of an order, the refund reflects the amount actually paid for that portion after discounts, together with applicable taxes and any shipping charges owed as part of the remedy.

The five-day period is Vertex’s refund-processing commitment. Your bank, card issuer, or payment provider may take additional time to post the credit to your account. Contact us if you need confirmation that a refund has been issued.

11. Orders we cannot fulfill and shipment delays

If Vertex cancels an order because it cannot be accepted or fulfilled, we will notify you and refund the amount paid for the canceled portion, including applicable taxes and shipping charges.

If we cannot ship within the promised time, we will provide the required delay notice and cancellation or refund options. Where required, we will obtain your agreement to a revised shipment date or cancel and refund the unshipped merchandise.

Printing a label or sending a tracking number does not, by itself, establish that a package has been handed to the carrier. A delay before shipment and a loss after carrier acceptance are reviewed according to the circumstances and applicable law.

12. Preserved rights and policy changes

This Policy does not exclude or limit a warranty, remedy, refund, or other right that applicable law does not permit us to exclude or limit. Specific commitments made for your order also remain enforceable according to their terms.

A remedy to which you are entitled is not conditioned on removing an honest review, withdrawing a lawful complaint, or waiving a valid payment-dispute right.

Updates to this Policy apply prospectively. A later version does not retroactively reduce a commitment made for an earlier order unless a lawful change is expressly agreed.

13. Contact Vertex Labs

Greenrock Investment Group LLC
Doing business as Vertex Labs

782 NW 42 Ave, STE 341
Miami, FL 33126
United States

Order support: info@vertexpeptideslab.org

Please include your order number and describe whether your message concerns a cancellation, incorrect product, damage, missing shipment, or another order issue.

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