Refund policy

EFFECTIVE DISTRIBUTION & LOGISTICS LLC

Professional / business customers only  |  Effective date: July 1, 2026

This Return, Refund & Chargeback Policy (the "Policy") is part of, and is incorporated into, the Effective Distribution & Logistics LLC ("EDL," "we," "us") Standard Terms and Conditions of Sale (the "Terms"). In case of any conflict, the Terms control. Capitalized terms not defined here have the meanings given in the Terms.

1.  Who This Policy Applies To

EDL sells only to professional, business, and licensed purchasers for their commercial or professional use ("Customer," "you"). EDL does not sell to consumers for personal, family, or household use, and this Policy is written for business-to-business transactions. By purchasing, Customer represents that it is buying in the course of its business or profession.

2.  Two Product Categories

EDL products fall into two categories, which are treated differently under this Policy. The product page and invoice identify the applicable category.

Category	Return / refund treatment
A. Cold-Chain / Temperature-Sensitive Products  (e.g., ExoWELL and other frozen, dry-ice, or ULT-stored products)	ALL SALES ARE FINAL. No returns, refunds, or exchanges, except for product confirmed defective or non-conforming at tender to the carrier and reported within the inspection window (Section 4). Sole remedy is replacement or credit under Section 5.
B. Non-Cold-Chain / Shelf-Stable Products  (products not requiring temperature-controlled shipping or storage)	Limited returns permitted with prior authorization, subject to the conditions and restocking terms in Section 3.

Because temperature-sensitive product integrity cannot be verified once it leaves EDL’s controlled storage and is tendered to a carrier, Category A products are non-returnable for safety and quality reasons.

3.  Returns of Non-Cold-Chain Products (Category B)

(a) Return authorization required. Requests must be made within fifteen (15) calendar days of delivery by emailing support@effectivedl.com with the order number and reason. No product may be returned without a Return Merchandise Authorization (RMA) number issued by EDL. Product sent without an RMA will be refused and returned at Customer’s expense.

(b) Condition. To be eligible, product must be unused, unopened, and in its original, undamaged manufacturer packaging with all seals, labels, and tags intact, accompanied by proof of purchase.

(c)  Restocking and shipping. Approved returns are subject to a restocking fee of 20%. Return shipping is Customer’s responsibility and cost unless the return results from EDL error or a confirmed defect. Customer bears risk of loss on returned product until received by EDL.

(d) Non-returnable even in Category B: special, custom, or clearance orders; product that has been opened, used, altered, or is missing packaging; and any product not authorized for return within the window above.

4.  Delivery Inspection, Shortages, and Damage (All Products)

(a) Customer must inspect every shipment immediately upon receipt. Any claim of shortage, visible damage, wrong item, or shipment non-conformance must be reported to support@effectivedl.com within two (2) business days of delivery, with the order number, photographs, and (for cold-chain shipments) any temperature-indicator or data-logger readings and packaging condition.

(b) Failure to report within this window constitutes acceptance of the shipment as delivered and waives the claim. This inspection right does not shift transit risk to EDL: under the Terms, title and risk of loss pass to Customer when product is tendered to the carrier (F.O.B. Origin).

5.  Refunds, Replacements, and Credits

(a) Where EDL confirms a valid claim (a defect or non-conformance existing at tender, timely reported), EDL’s sole obligation and Customer’s exclusive remedy, at EDL’s option, is replacement of the product or a credit or refund of the price paid for that product. EDL does not refund shipping, dry ice, or handling charges except where the error was EDL’s.

(b) Approved refunds or credits are issued to the original payment method within ten (10) business days of EDL’s approval. Bank or card-issuer posting times are outside EDL’s control. If more than fifteen (15) business days pass after approval without the refund posting, contact support@effectivedl.com.

(c) EDL does not refund, replace, or credit product that is lost, damaged, or degraded after tender to the carrier, or that was not received, stored, handled, or used in accordance with the applicable guidelines, or where loss resulted from carrier delay, refused delivery, or an incorrect address supplied by Customer.

6.  Shipping and Risk of Loss

All sales are F.O.B. Origin, EDL’s facility. Title and risk of loss (including any temperature excursion, thawing, delay, or damage in transit) pass to Customer when product is tendered to the carrier, regardless of cause or carrier. Delivery dates are estimates only and are not guaranteed. EDL is not liable for delays or damage caused by carriers, customs, or events outside its control. Transit claims are Customer’s to pursue against the carrier; EDL may assist at its discretion but has no obligation to do so.

7.  Chargeback Policy

(a) Contact EDL first. Because all orders are prepaid by professional Customers, Customer agrees to raise any billing or order concern directly with EDL at support@effectivedl.com and to allow a reasonable opportunity to resolve it before contacting its card issuer or bank.

(b) No chargebacks for final-sale or Customer-side matters. Customer agrees not to initiate a chargeback or payment dispute for any charge that is valid under the Terms and this Policy, including: buyer’s remorse or ordering error; final-sale cold-chain product; failure to receive, delayed pickup, or refused delivery; transit loss or temperature excursion occurring after tender to the carrier; or product loss caused by Customer’s storage, handling, or use.

(c) Wrongful chargebacks are a breach. A chargeback initiated in violation of this Section is a breach of the Terms. Customer authorizes EDL to submit the Terms, this Policy, the checkout acceptance record, and the order and shipment records as compelling evidence to dispute it. If a chargeback is reversed or found invalid, Customer remains liable for the full amount plus EDL’s related costs, including chargeback and bank fees, collection costs, and reasonable attorneys’ fees.

(d) Account remedies. EDL may, for any pending or wrongful chargeback, place Customer’s account on hold or prepay-only status, suspend or cancel open and future orders, withhold shipments, and offset amounts owed against any credits or refunds due to Customer.

(e) Legitimate disputes honored. Nothing here limits Customer’s right to dispute a genuinely unauthorized transaction, a duplicate charge, or a documented EDL billing error. Please report these to EDL promptly so we can correct them directly.

8.  How to Reach Us

Effective Distribution & Logistics LLC  |  Returns/RMA & billing: support@effectivedl.com  |  Returns address (authorized RMAs only): 2740 Hardy St., Ste 104, Venus, TX 76084.