FAQ

Due to the professional and research-oriented nature of our products and the inability to verify chain-of-custody integrity once a shipment leaves our facility, all sales are final. We do not accept returns, exchanges, refunds, or store credit once an order has been processed and shipped, except as expressly provided in Section 2 below.

Products are not eligible for return, refund, or replacement if:

• You change your mind or no longer need the item.
• You ordered the wrong product, dosage, quantity, or SKU.
• You misunderstood the product description or intended research use.
• The product has been opened, handled, reconstituted, or removed from its original packaging.
• Your professional credentials have lapsed, been revoked, or fail re-verification.
• Applicable regulations in your jurisdiction restrict your continued possession of the product.

Purchasers are expected to inspect all shipments immediately upon receipt. If you receive an incorrect item or a product damaged during shipping, you may request a replacement under the following conditions:

• You contact us within 24 hours of confirmed delivery at hello@eleuvarx.com.
• You provide your order number along with clear photographic evidence of the incorrect or damaged item, vial(s), lot numbers, and outer packaging.
• The product remains unused, unopened, and in its original packaging.
• Supporting documentation, including lot numbers and packaging photos, is submitted with the request.

Approved replacements will be shipped at no additional cost when inventory is available. Refunds may be issued solely at the discretion of Eleuva LLC if a replacement cannot be provided. All decisions regarding eligibility, replacement, or refund are made at the sole discretion of Eleuva LLC.

Risk of loss and product integrity transfers to the purchaser at the time the carrier marks the shipment as delivered. As a professional purchaser, you are responsible for:

• Ensuring a qualified person is available to receive shipments at the address provided at checkout.
• Inspecting packaging and contents promptly upon delivery.
• Refrigerating or otherwise properly storing materials immediately upon receipt where required.
• Documenting any delivery delay, packaging compromise, or temperature excursion at the time of receipt.

Eleuva LLC is not responsible for product degradation, spoilage, or loss resulting from delays in receipt, improper post-delivery handling, or storage conditions outside Eleuva's control. Claims related to temperature or chain-of-custody issues must be supported by carrier documentation and submitted within the 24-hour window described in Section 2.

If your tracking shows "Delivered" but the package cannot be located, please first check with:

• Your local shipping carrier
• Your office reception, building manager, parcel locker, or mailbox provider
• Neighbors or nearby delivery locations

If the carrier officially marks the package as lost in transit, contact us at hello@eleuvarx.com with your order number and any carrier reference.

Eleuva LLC is not responsible for packages delivered to the address provided at checkout. Orders shipped to an incorrect, outdated, or unattended address due to purchaser error are not eligible for refund or replacement.

Orders may only be canceled before they are processed for fulfillment. Once a shipping label has been generated or the order has entered the fulfillment process, cancellations can no longer be accepted.

Bulk, wholesale, GPO, and standing-order purchases may be subject to additional cancellation restrictions. Custom-allocated or reserved inventory cannot be canceled once committed to the purchaser's account.

If a cancellation request is approved prior to fulfillment, funds will be returned to the original payment method within approximately 3–10 business days depending on your bank or payment processor.

The following are not eligible for refunds, returns, or exchanges:

• Opened, used, reconstituted, or partially consumed products
• Products that have been improperly stored, handled, or transferred
• Products purchased during promotional offers, discount campaigns, or clearance pricing
• Orders refused at delivery
• Orders returned without prior written authorization from Eleuva LLC
• Products returned due to regulatory or legal restrictions in the purchaser's jurisdiction
• Bulk, wholesale, or GPO orders outside their specifically negotiated terms

Products supplied by Eleuva LLC are intended strictly for licensed professional, laboratory, or research-related use. Improper use, misuse, off-label application, unauthorized distribution, resale to non-credentialed parties, or use outside applicable professional or regulatory guidelines voids any eligibility for support, replacement, or refund and may result in account termination.

Eleuva LLC is a manufacturer and supplier and does not provide medical advice, clinical guidance, or treatment recommendations. Purchasers are solely responsible for clinical and professional decisions made in connection with the use of any product.

By completing a purchase on this Website, you agree to contact Eleuva Rx directly at hello@eleuvarx.com to resolve any issue before initiating a chargeback or payment dispute with your card issuer or bank.

Fraudulent chargebacks, abuse of payment systems, or attempts to retain products while reversing payment may result in:

• Immediate suspension or termination of your account and all affiliated accounts.
• Permanent refusal of future service across the Eleuva Rx platform.
• Reporting to credit card networks, fraud databases, and applicable industry watchlists.
• Legal recovery of products, damages, and collection costs, including reasonable attorneys' fees.