Condor Research
Operated by Atrio Sciences s.r.o. (IČO: 57 669 651), a limited liability company incorporated under the laws of the Slovak Republic, with registered office at Hornočermánska 1556/76, 949 01 Nitra, Slovak Republic.

Last updated: 12 June 2026 · Version: 2.0

This Returns & Refunds Policy explains how returns, refunds and, where applicable, the statutory right of withdrawal apply to orders placed through www.condorresearch.com. It reproduces the relevant provisions of our Terms and Conditions (clause 16) and Shipping Policy (clause 11); the full Terms and Conditions govern any question of interpretation.

16. Returns, Refunds, and Right of Withdrawal

16.0 Consumer statutory rights (mandatory-law backstop)

Condor Research does not knowingly sell to Consumers (clause 4A). The provisions of this clause 16.0 operate solely as a backstop: they apply to a Customer only if, notwithstanding clause 4A, that Customer deals as a Consumer within the meaning of mandatory law, and in that event they prevail over anything to the contrary in this clause 16.

(a) Right of withdrawal. A Consumer ordinarily has 14 days to withdraw from a distance contract without giving any reason, under Articles 9 to 13 of Directive 2011/83/EU and §§ 19 to 22 of Act No. 108/2024 Z.z. on consumer protection The withdrawal period is 14 days from the day the Consumer (or a nominated third party other than the carrier) acquires physical possession of the goods. To exercise it, the Consumer may inform us by a clear statement (email to info@condorresearch.com) or by using the model withdrawal form available on the Website. On valid withdrawal we will refund all payments received (including standard outbound delivery) within 14 days using the same means of payment, save that a cash/SEPA refund in euro will be made even where the original payment was made in cryptocurrency. If we have not provided the required withdrawal information, the withdrawal period is extended in accordance with Article 10 of Directive 2011/83/EU.

(b) Exception — sealed goods. In accordance with Article 16(e) of Directive 2011/83/EU and § 19(1)(e) of Act No. 108/2024 Z.z., the right of withdrawal does not apply to Products supplied in sealed packaging which are not suitable for return for health-protection or hygiene reasons once the seal has been opened after delivery, given that the Products are sensitive reference materials requiring controlled storage and integrity preservation. This exception applies only once the seal is broken: a Consumer who has been informed of and acknowledged this loss of right at checkout and who then unseals the Product loses the right of withdrawal for that Product. For Products that remain sealed and unopened, the right of withdrawal subsists and may be exercised within the period in (a).

(c) Conformity guarantee. A Consumer benefits from the statutory legal guarantee of conformity of at least 24 months under Directive (EU) 2019/771 and § 619 et seq. of Act No. 40/1964 Coll. A Consumer is entitled to have a non-conforming Product brought into conformity by repair or replacement (at the Consumer’s choice, in accordance with the statutory hierarchy) and, where repair or replacement is impossible, fails, is disproportionate, or is not completed within a reasonable time, to a proportionate price reduction or to rescind the contract and receive a refund in money. Store credit may be offered to, but not imposed on, a Consumer.

(d) Notification. A Consumer is not required to notify a lack of conformity within any period shorter than that allowed by mandatory law; the 48-hour and 14-day periods elsewhere in this clause are operational targets for prompt transit-damage reporting only and do not limit the Consumer’s statutory rights or notification periods.

The remaining provisions of this clause 16 apply in full to Business Customers and, for Consumers, operate only as operational procedures expressly subordinate to this clause 16.0.

16.1 Sealed packaging and finality (Business Customers)

All Products are supplied in sealed, laboratory-grade packaging and may require controlled handling and storage conditions. For Business Customers, the statutory right of withdrawal under Articles 9 to 16 of Directive 2011/83/EU does not arise, as the Products are supplied in the Customer’s professional, scientific, or business capacity (see clause 4); accordingly, for Business Customers all sales are final save as expressly stated in clauses 16.3 and 17. Withdrawal and other rights conferred on Consumers by mandatory law are governed by clause 16.0 and are not excluded by these Terms.

16.2 Returns of opened Products

We do not accept returns of opened, used, or damaged Products, save where required by mandatory law (including clause 16.0 for Consumers).

16.3 Transit damage and defects

Visible transit damage, shortage, or delivery of an incorrect item must be notified to info@condorresearch.com within 48 hours of delivery with photographic evidence, to enable carrier recourse. Latent defects (including non-conformity of analytical specification) must be notified within a reasonable period after discovery and, for Business Customers, in any event within 14 days of discovery, failing which the claim is barred to the extent permitted by § 428 of Act No. 513/1991 Coll. (the Slovak Commercial Code). For Business Customers, the sole and exclusive remedy for any defect or non-conformity is, at our election, replacement of the affected Product or store credit; all other remedies are excluded to the maximum extent permitted by law. Nothing in this clause limits a Consumer’s mandatory statutory rights in respect of non-conforming goods, including the minimum statutory guarantee period and remedy hierarchy under Directive (EU) 2019/771 and Slovak law (see clause 16.0(c)); the 48-hour period is, for a Consumer, a request to report visible transit damage promptly and does not limit any statutory right.

16.4 Regulatory issues in the Customer’s jurisdiction

Refunds will not be issued to Business Customers on the basis of regulatory issues arising in the Customer’s jurisdiction, including customs seizure or denial of import. This clause does not affect a Consumer’s statutory rights; as between the parties, it allocates risks that are by law the importer’s where the Customer acts as importer of record, and it does not exclude our liability where goods are lost before risk has passed to a Consumer under clause 15.4 or any non-excludable liability under clause 26.4.

16.5 Cryptocurrency refunds

Cryptocurrency payments are non-refundable in kind. For Business Customers and for discretionary or goodwill credits, any applicable credit will be issued as EUR store credit only. Where a Consumer is entitled to a refund under mandatory law (including on valid withdrawal or for a non-conforming Product), the refund will be made in money (EUR) by SEPA transfer by a means that does not cause the Consumer to incur a loss, and the crypto-finality and store-credit provisions in clauses 14.6 and 16.5 never displace a Consumer’s statutory right to monetary reimbursement.

11. Lost, Damaged, or Incorrect Shipments

If a shipment appears lost, materially damaged, or incorrect, the Customer should contact us at info@condorresearch.com as soon as possible — ideally, for visible transit damage or incorrect items, within 48 hours of delivery — so that we can promptly investigate with the carrier, fulfilment provider, or customs broker while the evidence is fresh.

This 48-hour timeframe is a request to assist investigation. It does NOT shorten, replace, or operate as a deadline for any statutory period. A Customer dealing as a Consumer retains, regardless of the 48-hour request and in addition to it, the full statutory right of withdrawal (14 days, where it applies) and the full statutory guarantee of conformity (two years), together with all remedies available under mandatory law.

To help us resolve an issue, the Customer may be asked to provide:

(a) order number;
(b) tracking information;
(c) photographs of the package, label, seal, and contents;
(d) description of the issue;
(e) any carrier or customs correspondence;
(f) batch or product identifiers where applicable.

We may investigate with the fulfilment provider, carrier, warehouse, customs broker, or other relevant party. Where appropriate, we may offer replacement, reshipment, technical review, store credit, or another remedy. For Consumers, any such offer is in addition to, and does not limit or substitute for, the remedies and free choice of remedy provided by mandatory law (including the statutory guarantee of conformity and, where applicable, the right of withdrawal).

Nothing in this section limits or excludes any non-excludable right or remedy that applies under mandatory law.

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