Terms and Conditions

These Terms govern your use of XGen Labs' website and purchases made through our platform. By accessing or ordering from our site, you agree to the following conditions:

Eligibility

You must be at least 19 years old and reside in a jurisdiction where our products are legal for purchase.

Use of Products

• Products are sold for research purposes only.
• They are not approved for human or animal consumption, drug development, or diagnostic use.

Order Acceptance

• We reserve the right to accept or decline any order.
• Orders may be cancelled at our discretion based on compliance, availability, or verification issues.

Pricing and Payment

• Prices are listed in CAD and may change without notice.
• Orders are billed in full at checkout using secure third-party processors.

Shipping and Delivery

• Delivery timelines are estimates and not guaranteed.
• We are not liable for delays caused by customs, couriers, or force majeure.

Return Policy and Process

In accordance with BC’s Sale of Goods Act and federal health product handling regulations:

• General Policy: All sales are final due to the nature of our products (research-grade supplements). No returns for change-of-mind, buyer's remorse, or unauthorized use.
• Exceptions: Returns are permitted only in cases where incorrect items were shipped, the product was damaged during delivery, or there are verified product defects.
• Return Conditions: Claims must be submitted within 7 days of delivery. Items must be unopened, unused, and in their original packaging. A clear photo or video must accompany all claims.
• Return Process: To initiate a return, submit your request to support@xgenlabs.ca with all required documentation. If your return is approved, we will issue a prepaid return label. Once we receive and inspect the item, we will issue a refund or reship the correct item.

We reserve the right to reject claims not meeting these conditions.

Refund and Dispute Policy

• Eligible refunds: Incorrect or damaged orders, orders charged in error (duplicate payments).
• Non-refundable scenarios: Delayed delivery due to courier/customs (unless exceeding 30 business days within Canada), failure to comply with usage instructions or local regulations.
• Request Process: Email support@xgenlabs.ca within 7 days of delivery with order number, issue description, and supporting documentation.
• Refund Method: Original payment method within 7–10 business days of approval.
• Disputes: Contact us before initiating third-party disputes or chargebacks. Chargebacks without prior engagement may result in account suspension and restricted future purchases.

Cancellation Policy

• Window: Within 1 hour of order confirmation if not processed or shipped.
• Method: Email support@xgenlabs.ca with order number and “CANCEL” in the subject line.
• Non-Cancellable Orders: Fulfilled or shipped orders, or orders placed during promotional or limited-release sales, cannot be cancelled. Refunds for eligible cancellations are processed within 3–5 business days.

Legal or Export Restrictions

• Intended Use: Products are for laboratory R&D only. Not for human/animal consumption or in vivo use.
• Buyer Responsibility: Confirm legal status in your jurisdiction before purchase.
• Shipping Restrictions: No shipping to regions where products are controlled or prohibited. Orders flagged for restrictions are cancelled and refunded.
• Customs Compliance: International customers bear all import duties, taxes, and clearance responsibilities. We are not liable for seizure, delay, or destruction of goods by foreign authorities.
• Age Restriction: Customers must be 19+.

Terms and Conditions of Promotions

• Eligibility: Residents in regions where products are legal. Age/residency restrictions apply.
• Validity: Only during specified periods. We may terminate, modify, or restrict promotions anytime.
• Usage Limits: One promotional offer per transaction unless otherwise stated.
• Exclusions: No discounts on prior purchases. Some items excluded from promotions.
• Errors: Orders due to pricing/typographic/system errors may be cancelled.
• Misuse: Abuse/manipulation may result in order cancellation and account suspension.

Limitation of Liability

XGen Labs is not liable for direct, indirect, incidental, or consequential damages from misuse of products. Customers assume all risk related to storage, handling, and application.

Intellectual Property

All website content, including product names, logos, text, and graphics, is property of XGen Labs and may not be reproduced without written permission.

Jurisdiction

These terms are governed by the laws of British Columbia and Canada. Any disputes are subject to the exclusive jurisdiction of BC courts.

Contact Details

• Email: support@xgenlabs.ca
• Business Address: 503 - 1220 Fir St, White Rock, BC, CA V4B 4B1
• Contact Form: Via our “Contact Us” page for non-urgent inquiries.