Shipping & Returns Policy

Shipping

Where we ship from

IRIX products are fulfilled from our EU-based warehouse in Poland. All stock is held within the European Union — orders do not cross EU customs borders for EU customers, which means no import duties or customs delays for deliveries within the EU.

Delivery times

Standard delivery within the EU: 3–5 business days from dispatch.

Orders are processed and dispatched within [X business days — to be confirmed] of payment confirmation. You will receive a tracking number by email once your order ships.

Shipping costs

[To be confirmed — e.g. "Flat rate of €X for orders under €Y, free shipping over €Y" or actual carrier-calculated rates.]

Shipping outside the EU

[To be confirmed — per IRIX's market decision, EU-only fulfillment is the current plan. Update this section if that changes.]

Discreet packaging

All orders are shipped in plain, secure outer packaging. Product labeling complies with research-use-only requirements and does not appear on external shipping packaging.

Order tracking

Once dispatched, you will receive a tracking link by email. If you have not received tracking information within [X days] of your order, contact us at [CONTACT EMAIL].

Lost or damaged shipments

If your order arrives damaged or does not arrive within the expected delivery window, contact us within [X days] of the expected delivery date at [CONTACT EMAIL] with your order number.

Returns & Cancellations

Order cancellation

You may cancel your order before it has been dispatched by contacting us at [CONTACT EMAIL] with your order number. Once an order has shipped, it cannot be cancelled — see Returns below.

Returns eligibility

Because IRIX products are laboratory research reagents requiring specific storage and handling, we can only accept returns under the following conditions:

• The item is unopened and unused, in its original packaging
• The return request is made within 14 days (EU standard distance-selling right) of delivery
• The item has not been compromised in any way that affects its research integrity

We cannot accept returns of: opened or reconstituted products, products removed from cold-chain storage conditions, or products without their original label or batch documentation.

EU right of withdrawal (14-day cooling-off period)

Under EU Consumer Rights Directive (2011/83/EU), consumers generally have a 14-day right to withdraw from a distance purchase without giving a reason. IRIX treats unopened, unreconstituted vials in original sealed packaging as returnable within this window, and opened/reconstituted products as non-returnable. [This section should be reviewed by a qualified attorney to confirm correct application of Article 16 exceptions to IRIX's specific product category.]

How to request a return

1. Email [CONTACT EMAIL] with your order number and reason for return within the eligible window
2. We will confirm eligibility and provide return instructions
3. Once we receive and inspect the returned item, we will process your refund to the original payment method within [X business days]

Refunds

Approved refunds are issued to the original payment method within [X business days] of us receiving and inspecting the returned item. Original shipping costs are non-refundable unless the return is due to our error.

Contact

For any shipping or returns questions: [CONTACT EMAIL — to be added]