This policy exclusively governs the shipping, logistics, delivery timeframes and return conditions applicable to all commercial orders placed through the online store of Velyon Research Labs (shop.velyon.eu).

SECTION I: SHIPPING AND DELIVERY POLICY

1. Official Logistics Partners

To ensure that catalogue products arrive as quickly as possible and with maximum structural integrity, Velyon has established exclusive operational agreements with the following market-leading logistics partners:

• Mainland Portugal and Islands: National express distribution and transport provided by DPD Portugal.
• Spain (Mainland, Balearic Islands, Canary Islands, Ceuta and Melilla): Distribution coordinated in partnership with the network SEUR e Islands Air Home.
• Europe / European Union (EU): International express shipments processed through the service DPD CLASSIC International (integrated into the European network Geopost, which brings together leading brands such as DPD, Chronopost, SEUR and BRT).

2. Coverage Areas and Estimated Transit Times

• Mainland Portugal: Processing and dispatch take place on business days, with an estimated average transit time of 24 to 48 business hours after payment confirmation and internal order processing.
• Autonomous Regions (Azores and Madeira): Shipments are handled by express transport (priority air connection), and delivery times may extend by an additional 3 to 5 business days.
• Mainland Spain: Express ground transport through the service SEUR Home, with an estimated transit time of 48 to 72 working hours.
• Balearic Islands, Canary Islands, Ceuta and Melilla: Deliveries use dedicated air/sea connection services and are subject to customs and transit times of 3 to 6 working days.
• Europe / Rest of the European Union: Shipments to countries such as Germany, France, the Netherlands, Belgium, Italy, Austria, Poland and other EU Member States are dispatched via DPD CLASSIC International. The estimated European transit time is 3 to 5 working days by express road or air transport, ensuring fast and secure door-to-door delivery.

3. Active Tracking Service and Notifications (DPD Predict)

• National and Iberian Shipments: All our eligible shipments to Portugal and Spain include the active service DPD Predict (at an operational cost of €0.30 per parcel, absorbed internally). This service ensures that the customer receives alerts by SMS and email informing them of the approximate delivery day and time (adjusted time window), allowing reception to be managed with complete flexibility.
• European Shipments (European Union): International transport via DPD CLASSIC includes an end-to-end tracking system (End-to-End Tracking). The customer will receive an automatic email with the international tracking link to monitor every stage of transit — from collection at our warehouse in Portugal to physical delivery at the laboratory or destination address.

4. Transfer of Transport Risk

The risk of loss, misplacement or physical damage to the goods is transferred in full to the buyer at the moment physical delivery is made to the address indicated in the order and signed for with the courier or partner carrier distributor.

SECTION II: RETURNS AND REFUNDS POLICY

Given the highly sensitive biological and purity nature of the lyophilised chemical compounds made available in the Velyon catalogue, strict return rules apply to protect health and laboratory safety.

1. Limited Right of Withdrawal (14 days)

In compliance with the European Union Consumer Rights Directive (Directive 2011/83/EU):

• The customer has the right to withdraw from the purchase within a maximum period of 14 consecutive days, counted from the date of physical receipt of the goods at the indicated address.
• This right has limited application and is strictly restricted to products that remain fully sealed, factory untouched and with no sign of opening, tampering or handling.

2. Return Exclusion for Health Protection and Hygiene Reasons (Article 16(e) of Directive 2011/83/EU)

• Velyon's Golden Rule: Once the thermal safety seal, the protective seal of the vial or its protective transport packaging has been broken, the product ceases to be eligible for return, exchange or refund under any circumstances.
• Technical Justification: Lyophilised peptides and active research chemical compounds are sterile substances that are extremely sensitive to temperature variations, humidity, UV radiation and air contamination. Breaking the protective seal makes analytical purity reassessment impossible and prevents reuse by third parties for reasons of biological safety and health protection.

3. Return Procedure for Qualified Products (Sealed)

Should you wish to return a product that is fully sealed and factory intact:

1. Contact our customer support by email at support@velyon.eu within 14 days of receipt of the order.
2. The costs and responsibility for return shipment of the goods to our logistics facilities are the sole and exclusive responsibility of the buyer.

4. Guarantee for Batch Non-Conformity or Transport Damage

If you detect any physical damage to the transport box or an evident non-conformity in the batch received, you must:

• Register the reservation with the courier at the time of order delivery if the outer packaging shows visible signs of rupture or tampering.
• Send a detailed communication to support@velyon.eu within 24 hours, attaching clear photographs of the outer packaging, the transport label and the damaged product.
• After validation by our technical team, we will arrange collection of the affected batch and send the corresponding replacement item at no additional cost.