Due to the sensitive nature and integrity requirements of laboratory research materials, all sales are final, with the limited exceptions described below.
1. Eligible Refunds & Replacements
We will issue a full refund or replacement (buyer's choice) when:
- The product arrived damaged or with broken cold-chain seal.
- The wrong product was shipped.
- The order never arrived per carrier tracking confirmation.
Claims must be submitted within 7 calendar days of delivery with photo evidence and the order number to orders@nexyralabs.io.
2. Non-Refundable Situations
- Buyer ordered the wrong product, dosage, or quantity.
- Buyer changed their mind after shipment.
- Product was opened, reconstituted, or otherwise compromised by the buyer.
- Refusal of delivery or undeliverable address provided by the buyer.
- Customs seizure resulting from buyer's misrepresentation.
3. Chargebacks
Please contact us first — most issues can be resolved within 24 hours. Unwarranted chargebacks filed without first contacting us may result in account suspension and collection action.
4. Refund Method & Timing
Approved refunds are issued to the original payment method within 5–10 business days of approval. Shipping costs are non-refundable unless the error was ours.
5. Cancellations
Orders may be cancelled before shipment by emailing us with the order number. Once a tracking number is issued, the order can no longer be cancelled.