Returns & refunds
Strict laboratory return policy.
All sales are final. We enforce a zero-return policy to protect product integrity, with a narrow exception for verified transit damage reported within 72 hours.
All sales are final
Due to the sensitive nature of laboratory research reagents and biochemical compounds, all sales are strictly final. To preserve the integrity and chain-of-custody of our products, we cannot accept returns or exchanges under any circumstances once a shipment has left our facility.
Transit damage exception
If a shipment arrives physically broken, damaged in transit, or missing items, the researcher must contact customer support within 72 hours of delivery with photographic proof of the damaged, unopened vacuum seal to qualify for a replacement order.
Non-returnable by nature
Because our products are temperature-sensitive, integrity-critical research reagents, opened vials, reconstituted compounds, or any item with a broken or removed seal are permanently non-returnable and non-refundable.
Replacement processing
Approved transit-damage replacements are dispatched after verification of the claim and photographic evidence. Replacements are shipped to the original laboratory delivery address on file.
How to report transit damage
1. Email support@nexevalabs.com within 72 hours of delivery with your order number and a description of the damage or missing items.
2. Attach clear photographs showing the damaged outer packaging, the unopened vacuum seal, and the affected product lot numbers.
3. Our compliance team reviews the claim and evidence within one business day.
4. If verified, a replacement order is dispatched to the original laboratory delivery address on file at no additional cost.