Refund Policy

1. Returns — Unopened Products

Orion accepts returns on unopened, factory-sealed products within 14 days of the delivery date as confirmed by the carrier’s tracking record. To be eligible for a return, the product must be in its original, unmodified condition with the tamper-evident seal fully intact.

Return shipping costs are the responsibility of the buyer unless the return is the result of an error on our part or a damaged or defective product.

2. Opened Products — Chain-of-Custody Limitation

Opened or used products cannot be returned under any circumstances. Once a seal is broken, Orion has no way to verify the storage conditions, handling, contamination risk, or analytical identity of the material. Accepting opened returns would compromise the integrity of the analytical documentation chain for every other buyer of the same batch. This restriction applies equally to products that have been partially reconstituted.

3. Damaged or Defective Products

If your order arrives damaged, compromised, or does not match what was ordered, contact us within 48 hours of delivery. Include photographs of the outer packaging, inner packaging, and the product itself. Upon verification, we will arrange a replacement shipment or issue a full refund for the affected items at no additional cost. Replacement products will be shipped using the same method as the original order.

Refunds for damaged or defective items may be processed without requiring a physical return, at our discretion, based on the documentation provided.

4. No Warranty Beyond This Policy

The remedies set out in this policy are the buyer’s sole and exclusive remedies for any product-related claim. Orion disclaims all other warranties, express or implied, including implied warranties of merchantability and fitness for a particular purpose, to the maximum extent permitted by law. See the Terms of Service and the COA disclaimer for the full scope of warranty limitations.

5. Return Authorization

All returns require a Return Authorization (RA) number before the product is shipped back. To initiate a return, contact our support team with your order number and the reason for return. We will review your request and, if approved, issue an RA number along with return shipping instructions.

Products returned without an RA number may be refused or may experience significant delays in processing. The RA number must be clearly marked on the outside of the return package.

6. Refund Processing

Once a returned product is received and inspected, we will notify you of the status of your refund. Approved refunds are processed back to the original payment method within 5–7 business days of our receiving the returned item.

Please note that your financial institution may require additional time to post the credit to your account after we have initiated the refund.

7. Cryptocurrency Payments

Refunds for orders paid with cryptocurrency are issued either in the same cryptocurrency, at the USD-equivalent exchange rate in effect at the time the refund is processed, or in a stablecoin at our discretion. Exchange-rate fluctuations between the time of purchase and the time of refund are not the responsibility of Orion. If the original wallet address is no longer controlled by the buyer, the buyer is responsible for providing a valid refund address.

8. Order Cancellation

Orders may be cancelled within 2 hours of placement, provided that fulfillment has not already begun. To request a cancellation, contact our support team immediately with your order number. If the cancellation is processed in time, a full refund will be issued to your original payment method within 5–7 business days.

Once an order has entered the fulfillment process — including picking, packing, or dispatch — it can no longer be cancelled. In these cases, the standard return process applies once the order is delivered.