— RETURNS & REFUNDS —

Returns & Refunds

Effective Date: May 9, 2026

All sales are final. Due to the nature of research compounds, the cold-chain logistics required for safe handling, and regulatory considerations, Nexor BioLabs does not accept returns or issue cash refunds on any product. Limited store credit may be issued in qualifying cases of damage or cold-chain failure, as outlined below.

1. No Returns Accepted

Once a research compound has shipped from our facility and been delivered to a customer, it cannot be returned. This policy exists for the following reasons:

Cold-chain integrity cannot be verified after a product has been in customer possession
Once a vial leaves our chain of custody, we cannot certify ongoing storage conditions
Returned compounds cannot be safely re-sold to other researchers
Regulatory and quality-control standards prohibit re-circulating returned material

This applies to all categories of product — opened or unopened, used or unused.

2. Cash Refunds Are Not Issued

Nexor BioLabs does not issue cash refunds, credit card chargebacks, or reversals to original payment methods. All resolution credit is issued as store credit only, applied toward a future order with Nexor BioLabs.

3. Qualifying Cases for Store Credit

Store credit may be considered in the following limited circumstances:

A. Cold-Chain Failure

If your shipment arrives with all ice packs fully thawed AND the package feels warm to the touch (room temperature or higher), the cold-chain has failed. To qualify:

Photograph the unopened package showing thawed ice packs and warm contents
Take a thermometer reading of the package contents if possible
Report within 24 hours of delivery

B. Physical Damage in Transit

If vials arrive cracked, broken, leaking, or with damaged seals due to shipping handling, we may issue store credit for the affected vials only. To qualify:

Photograph the damage before opening or removing from packaging
Photograph the outer packaging condition
Report within 24 hours of delivery
Retain damaged items in case we need to verify or arrange carrier inspection

C. Wrong Item Shipped

If we shipped the wrong item or an item not on your order due to our packing error:

Photograph the received item and original label
Report within 7 days of delivery
Do not open the incorrectly-shipped item

We will arrange to ship the correct item at our expense and provide return instructions for the incorrect item.

4. Non-Qualifying Cases

Store credit is not issued in the following situations:

Cold-chain failure resulting from delays you caused (e.g., not retrieving package promptly)
Damage occurring after delivery (e.g., dropped vials, freezer accidents)
Customer no longer wants the product, changed mind, or ordered incorrectly
Customer dissatisfaction with research outcomes (we do not guarantee specific research results)
Lost packages where tracking shows successful delivery
Customs seizure, refusal, or destruction of international shipments
Address errors provided by the customer
Refused or unclaimed shipments returned to us
Issues reported more than 24 hours after delivery (or 7 days for wrong-item cases)

5. How to Submit a Damage Claim

To submit a damage or cold-chain failure claim:

Email sales@nexorbiolabs.com with subject "Damage Claim — Order #[your order number]"
Include clear photographs (multiple angles)
Include your lot numbers (printed on each vial label)
Describe the issue in detail
Provide your delivery date and time

We will respond within 48 hours with our determination. If approved, store credit will be applied to your account and can be redeemed on any future order.

6. Store Credit Terms

Store credit issued is non-transferable
Store credit does not expire (subject to business operations)
Store credit may not be redeemed for cash
Store credit is applied as a discount toward future orders, including any product in our catalog
Wholesale-tier customers receive store credit at retail pricing equivalency, redeemable on either retail or wholesale orders

7. Disputed Charges & Chargebacks

If you initiate a chargeback, payment dispute, or reversal with your bank or payment provider without first contacting us to resolve the issue, your account will be terminated and you will be banned from future orders. We will provide all order documentation, communication records, and shipping confirmation to your bank to contest the chargeback.

8. Wholesale Order Returns

The same no-returns policy applies to wholesale tier (box / case) orders. Damage and cold-chain failure claims are processed identically.

9. Contact

Returns or damage questions: sales@nexorbiolabs.com