Return Policy
Due to the nature of our products, strict compliance with the following protocol is required to ensure pharmaceutical safety and integrity across our network.
Reporting & Deadlines
• Damaged goods, short shipments, or errors must be reported within 48 hours of receipt.
• Standard return requests are accepted only within 30 calendar days of receiving goods.
RMA Authorization
A Return Authorization Number MUST be obtained from our Returns Department. This number must be displayed CLEARLY on the outside of all returned boxes. Claims must include the original invoice number and reason for request.
Fees & Shipping
All authorized returns are subject to a 15% restocking fee. Products must be shipped back to Xenex with freight prepaid. Credit is finalized upon internal inspection of goods.
Strict Exclusions
Pharmacy Act Regulation
Xenex Labs does not accept the return of or issue credit for products regulated under the Pharmacy Act.
Integrity Exclusions
We do not issue credit or accept returns for expired products or raw materials that have left our controlled facility environment.
*Xenex Labs will finalize the credit only upon receipt and inspection of returned goods, where applicable.