Return & Refund Policy

1. Return Eligibility Criteria

Due to the sensitive nature of research chemicals, we maintain strict return eligibility criteria to guarantee the integrity of our supply chain. Returns are generally only accepted if the product received is incorrect, damaged during transit, or significantly deviates from the provided analytical specifications.

Note: We cannot accept returns on opened vials or compounds that have been handled outside of their original sealed packaging due to the risk of contamination.

2. Return Timeframe

You must initiate a return or report a defect within 14 days of receiving your delivery. Claims made outside this window will be evaluated on a case-by-case basis but are generally not eligible for a refund.

3. Condition Requirements

To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original, unbroken Mylar seal or sealed glass vial.

4. Return Process Steps

1. Contact Support: Email support@neovexlabs.shop with your order number and the reason for the return. Include photos if the item is damaged or incorrect.
2. Approval: Our team will review the request and, if approved, provide you with an RMA (Return Merchandise Authorization) number and shipping instructions.
3. Packaging: Securely pack the items to prevent damage during transit.
4. Shipping: Ship the item to the provided address using a trackable service.

5. Refund Procedures

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to the original method of payment (or offered as store credit) within 5-7 business days. Cryptocurrency refunds will be calculated based on the fiat value at the time of original purchase.

6. Shipping Cost Policy

If the return is due to our error (incorrect item, defective), NeovexLabs will cover the return shipping costs. If the return is requested for other approved reasons, the customer is responsible for return shipping costs. Original shipping costs are non-refundable.

7. Exceptions: Customs and Lost Packages

NeovexLabs provides tracking on all shipments. If a package is confirmed lost in transit by the courier, we will offer a one-time free reshipment. However, we do not offer refunds or reshipments for packages seized by customs if you ordered a compound that is restricted in your jurisdiction. It is your responsibility to know your local laws.