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Policy

Refund policy

What we put right, how quickly, and the one category of return we cannot accept.

The short version

If we got it wrong, we fix it at our cost. If the material left us correctly and arrived correctly, we cannot take it back, because we cannot verify how a temperature-sensitive reagent was stored once it left our control.

We replace or refund in full

  • The wrong compound, strength or quantity was shipped.
  • Material arrived damaged, and you told us within 48 hours of delivery with photographs.
  • The insulated packout visibly failed in transit.
  • The material supplied does not match what was described on the product page.
  • The shipment was lost in transit and a carrier trace confirms it.

In these cases we ship a replacement at our cost, or issue a full refund including the original shipping charge, whichever you prefer.

We cannot accept returns of opened or delivered material

Once a vial has been delivered we have no way to confirm the conditions it was held under. Passing material with an unknown storage history on to another research team would not be honest. So:

  • Opened, used or partially used vials cannot be returned.
  • Correctly supplied material cannot be returned because a protocol changed or the wrong item was ordered.
  • Bacteriostatic water and other consumables cannot be returned once delivered.

This is why we quote before we ship. Check strengths and quantities on the quote — we will happily revise it before dispatch, at no cost.

Cancelling before dispatch

An order can be cancelled in full, at no charge, at any point before dispatch. Email us with your reference number. Once a tracking number has been issued the shipment is on its way and cancellation is no longer possible.

How to raise a claim

  1. Email noxera.research.labs@gmail.com within 48 hours of delivery.
  2. Put your reference number in the subject line.
  3. Attach photographs of the outer packaging and the vials.
  4. Keep all packaging until the claim is resolved — carriers frequently ask to inspect it.

Timescales

  • Claims are acknowledged within two business days.
  • Straightforward claims are resolved within three business days.
  • Claims requiring a carrier trace take up to ten business days, and we will keep you updated.
  • Approved refunds are issued to the original payment method within five business days of approval.

No payment is taken on this site

Because Noxera operates on an inquiry basis, no charge is made through this website. Refunds are processed against whatever method was used to settle your quote. See our terms and conditions for the full contractual position.