Due to the nature of temperature-sensitive research compounds, NovaGenix Labs does not accept returns once an order has been dispatched.
If an order arrives damaged, incorrect, or significantly compromised during transit, customers must contact us within 24 hours of delivery and provide relevant photographs and order details so the issue can be reviewed.
Refunds or replacements may be offered where:
- The incorrect item was supplied
- Products arrived visibly damaged
- An order was lost in transit and confirmed as undelivered
Temperature During Transit
NovaGenix Labs uses insulated wool packaging and gel packs to help maintain suitable transit conditions during shipment.
Customers should be aware that gel packs may partially or fully thaw during transit, particularly during warmer weather or extended delivery periods. This does not necessarily indicate that a product has been compromised.
Many peptide compounds remain stable at typical room temperatures for short periods during transit. The condition of gel packs upon arrival is not, by itself, evidence of product damage. Temporary warming or thawing of gel packs does not qualify an order for refund or replacement.
If a shipment arrives with damaged packaging, evidence of leakage, or there are concerns regarding the condition of a product upon arrival, customers should contact NovaGenix Labs within 24 hours of delivery and provide photographs where possible.
Storage After Delivery
Customers are responsible for ensuring appropriate storage conditions are maintained after delivery and that products are stored in accordance with any guidance provided.
For quality assurance and safety reasons, opened, used, or improperly stored products cannot be returned or refunded.
NovaGenix Labs reserves the right to refuse refund or replacement requests where products have been mishandled, improperly stored, or used outside their intended research purpose.
Research Use Only
All products supplied by NovaGenix Labs are intended strictly for laboratory research purposes only.
Products are not intended for human consumption, medical, veterinary, or diagnostic use.