Returns & Replacements

No refunds — replacements only

NexusLabs does not issue refunds under any circumstances, for any payment method. There is no cooling-off period, no change-of-mind return, and no partial refund.

Where a claim qualifies under this policy, the remedy is a replacement of the affected product. That is the only remedy we offer.

What qualifies for a replacement

Replacements are available only in these two cases:

• Product arrived damaged or defective — the vial was broken, cracked, leaking, or otherwise compromised on arrival. This must be evidenced by video (see below) recorded on the day of delivery.
• Package never arrived— verifiable through the carrier's tracking record (for example, tracking shows non-delivery or the parcel is marked lost in transit).

Proof required for damage claims — video, on the delivery day

A damage claim must be supported by a video. Photos are not sufficient.

• The video must be recorded on the day the carrier records delivery. Claims supported by video recorded after that day cannot be accepted.
• It must show the damage in clear, close detail — the affected vial or vials, legible enough to identify the product and the fault.
• It should show the outer packaging and the shipping label in the same recording, so the parcel can be matched to your order.
• Filming the parcel from sealed through to opening is the strongest possible evidence and we recommend it for every delivery.

The delivery day is taken from the carrier's scanned delivery timestamp, not from when you opened the package. We rely on the carrier's tracking record for that date.

What does not qualify

• Change of mind, ordered by mistake, or no longer needed
• Reconstituted, opened, or otherwise used product
• Damage reported without video, or with video recorded after the day of delivery
• Damage caused by storage or handling after delivery
• Shipping addresses entered incorrectly at checkout
• Dissatisfaction with research outcomes, or any claim unrelated to physical damage on arrival or non-delivery

How to make a claim

For any issue covered above, reach us through one of:

• Email: [email protected]
• WhatsApp: send a message

Include your order number, the video (for damage), and tracking screenshots (for non-delivery) in your first message. We respond within 24 hours on business days.

Cryptocurrency orders

Cryptocurrency payments processed via NowPayments are final and irreversible on the blockchain. This does not change the policy above — approved claims are resolved by product replacement, exactly as for any other payment method. By choosing crypto payment you accept the irreversible nature of blockchain transactions. NexusLabs bears no responsibility for funds sent to incorrect addresses, in incorrect amounts, or after a payment quote has expired.

Chargeback policy

Initiating a payment dispute or chargeback with your card issuer without first contacting our support team and allowing 5 business days for resolution constitutes a breach of our Terms of Service (§12). NexusLabs reserves the right to recover chargeback amounts, associated card-network fees, processing costs, and reasonable legal fees through any available legal means.

Business-day definition

A “business day” is Monday through Friday, 9:00 a.m. to 6:00 p.m. U.S. Eastern Time, excluding federal U.S. holidays. The response-time commitments in this policy follow that definition.

Important

By placing an order you accept this policy. Products are sold strictly for research, laboratory, and educational use.