Refund and return policy
NOVA Q Research stands behind the identity and purity of every lot we ship. Because Materials are research-use-only reference compounds that cannot be verified or resold once they leave our custody, returns are limited as described below. Our guarantee is one of documentation and quality, not of research outcomes.
Eligibility
- Materials must be unopened, unused, and in their original, sealed condition to be eligible for return.
- Opened or used Materials are not eligible for return except at our discretion on a case-by-case basis.
- Materials that have been subject to improper storage after delivery are not eligible.
Refund window
Refund requests must be submitted within 30 days of the purchase date. Requests made after 30 days are not eligible.
How to request a refund
Email [email protected] with your order number to begin a review. We will provide return instructions and a return authorization once your request is received. Please do not send items back without authorization.
Return shipping
- For approved non-defective returns, the customer is responsible for return shipping costs, and a restocking fee of up to 15% may apply.
- Please use a trackable shipping method so the return can be confirmed.
Damaged, incorrect, or defective items
If we shipped an incorrect, damaged, or mislabeled item, we will make it right at no cost to you. Contact [email protected] within 7 days of the delivery date with your order number and clear photos of the product, the damage, and the shipping label. Verified cases are replaced or refunded with no restocking fee and no return shipping cost to you.
Refund processing
Approved refunds are issued to the original payment method after we receive and inspect the returned Material. Please allow several business days for the refund to appear on your statement.
Order cancellation and modification
Orders may be modified or canceled within 30 minutes of purchase. After 30 minutes, or once an order has shipped, it cannot be changed or canceled.
Suspected non-research use
Refunds and returns are void where we reasonably believe a Material has been purchased or used in violation of our Terms and Conditions, including any human or animal use.
Chargebacks
If you have a concern about an order, please contact us first at [email protected] so we can resolve it. Filing a payment dispute or chargeback without contacting us may result in cancellation of pending orders, refusal of future orders, and account termination.
Contact
Questions about a return can be sent to [email protected].