Returns & Refunds Policy

1. Strictly No Returns

Nova Biolabs operates a strict no-returns policy on all products. Due to the sensitive nature of research-grade peptides and chemical compounds, we cannot accept returns once an order has been dispatched — regardless of whether the product has been opened, unopened, used, or unused.

This is in place to protect the integrity, safety, and quality of our research compounds. Once a product leaves our facility, we cannot guarantee storage conditions, handling, or chain of custody, so we're unable to resell or accept any returned items.

2. Replacement for Lost-in-Transit Orders

In rare cases, shipments can go missing in transit. We'll provide a free replacement where all of the following apply:

• Tracking clearly shows the parcel as lost, or tracking has not updated for 10+ working days on a UK order
• The courier has officially confirmed the loss, where this is possible to obtain
• The shipping address given at checkout was accurate and complete
• The claim is raised while tracking still shows the parcel as outstanding, not already marked delivered

To request a replacement, email info@novabiolabs.co.uk with your order number and tracking details. We aim to respond within 24 working hours (Monday–Saturday — we don't work or dispatch on Sundays).

3. What We Don't Offer Refunds or Replacements For

4. Damaged in Transit

If your order arrives visibly damaged — either the outer packaging or the product itself — please:

Claims raised more than 48 hours after delivery won't be eligible for a replacement. Where a refund rather than a replacement is agreed, it's issued via cryptocurrency.

5. Order Cancellation

You can cancel an order only if it hasn't yet been processed or dispatched. Once an order has been packed and given a tracking number, it can't be cancelled or changed.

To request a cancellation, contact us immediately at info@novabiolabs.co.uk with your order number — the sooner we hear from you, the more likely we can catch it before it ships.

6. Wrong Product Received

If you receive the wrong item due to a packing error on our part, let us know within 48 hours of receipt with photographic evidence, and we'll arrange a replacement at no cost to you.

7. Research Use Disclaimer

All Nova Biolabs products are sold strictly for laboratory and research purposes. They are not intended for human consumption, veterinary use, or the diagnosis, treatment, prevention or cure of any disease. By placing an order, you acknowledge and accept this restriction.

We do not issue refunds or replacements for any claims relating to use of a product outside its intended research scope.

8. Contact for Claims

For lost-in-transit claims, damage claims, or wrong-item reports, email us with your order number, tracking number, order date, a description of the issue, and any supporting evidence (tracking screenshots, photos, etc.):

We aim to respond within 24 working hours, Monday to Saturday.