Chargeback Policy

Before initiating a chargeback or payment dispute, you agree to contact us at support@axosresearch.org so that we can resolve the issue directly. This obligation is stated in our Terms & Conditions and repeated here because it matters: we can usually resolve a problem within one business day, whereas a bank dispute typically takes 30 to 90 days and freezes the funds throughout.

When you contact us, please include your order number and a short description of the problem. We will acknowledge your message, investigate, and tell you what we can do — including issuing a refund where our Refund & Returns Policy provides for one.

Most disputes fall into a small number of categories, and we can address all of them without involving your card issuer:

• An unrecognised charge. Payments may appear on your statement under our payment processor's descriptor rather than our trading name. Tell us the amount and date and we will identify the order.
• A duplicate charge. If the same order was charged twice, we refund the duplicate in full.
• A package that has not arrived. We will trace the shipment with the carrier and, where our Shipping Policy provides for it, replace or refund the order.
• A damaged, defective, or incorrect item. These are replaced or refunded at your option under our Refund & Returns Policy.
• A material below its stated purity. Our off-specification refund refunds that order in full where independent third-party testing shows the material is off-specification.

Because our products are supplied strictly for laboratory research use, every order records the confirmations you gave at checkout. Where a dispute is filed, this record is what we submit to the card issuer as part of our response:

• Your research-use confirmation — the acknowledgement that the materials are for laboratory research only and will not be administered to humans or animals, recorded with the IP address and timestamp at which you gave it.
• Your acceptance of these Terms — recorded separately, also with IP address and timestamp.
• The researcher details you supplied — field of research, institution, and the jurisdiction in which it is registered.
• The institutional verification record — the verified institutional email address the account is held under, and the approval that permitted the order.
• The order record — items, prices, the email address the order was placed with, and the confirmation we sent to it.
• Fulfilment and delivery records — dispatch date, carrier, tracking number, and any delivery confirmation the carrier provides.

We retain this evidence for the period described in our Privacy Policy, and for at least as long as the card networks allow a dispute to be raised against the transaction.

We do not contest a dispute raised in good faith for a reason we failed to resolve. We do contest disputes filed for reasons contrary to these Terms, including:

• Buyer's remorse — a change of mind about research materials that were correctly supplied. Research materials are final sale except as set out in our Refund & Returns Policy.
• Intended-use objections — a dispute raised on the basis of how the materials may or may not be used, after you confirmed at checkout that they are for laboratory research only.
• Disputes filed without contacting us, where the underlying issue is one we would have resolved.
• Claims of non-delivery contradicted by carrier delivery confirmation.

Filing a chargeback in these circumstances constitutes a breach of our Terms & Conditions. We may treat such a dispute as fraudulent, suspend or terminate the associated account, decline future orders, and submit the evidence described in Section 3 to the card issuer and, where applicable, to the card network's dispute-resolution process.

If you file a dispute with your card issuer, the process generally runs as follows. Timescales are set by your issuer and the card network, not by us.

1. 01Your issuer reverses the payment provisionally and notifies our payment processor.
2. 02We are notified and given a window — usually between 7 and 20 days — in which to respond.
3. 03We submit our response with the evidence described in Section 3, or we accept the dispute where it is well-founded.
4. 04Your issuer decides. If the decision goes against us, the reversal stands. If it goes in our favour, the original charge is reinstated.
5. 05Either party may be able to escalate within the card network's rules. We will tell you if we do so.

At any point in this process you may withdraw the dispute and deal with us directly. If you would like to do that, email support@axosresearch.org and we will work with you to resolve the underlying issue.

If you believe a charge from Axos Research Inc was made without your authorisation — for example, because your card details were used by someone else — contact us immediately at support@axosresearch.org as well as your card issuer. We treat suspected card fraud as urgent: we will cancel any undispatched order, cooperate fully with your issuer's investigation, and refund a confirmed unauthorised transaction without requiring you to pursue a chargeback.

Questions about this policy, or about a charge you don't recognise:

Axos Research Inc

Email: support@axosresearch.org

Phone: +1 (805) 906-6306

Address: 30 N Gould St, Sheridan, WY 82801, United States

Please include your order number where you have one — it is the fastest route to an answer.