Refund policy

Because of the experimental nature of our products and the strict requirement to maintain cold-chain integrity, all sales are final. We do not accept returns or exchanges for any reagents, chemical compounds, or research materials.

This policy helps ensure every customer receives materials that have not been compromised by improper handling, temperature fluctuations, or storage conditions outside of our control. Once a product leaves our facility, we cannot guarantee its integrity for resale.

1) Returns & exchanges

No returns
No exchanges
No refunds except as described in Section 3 (Damages / Errors) below

2) Damages, defects, or wrong items (reporting window)

We guarantee the integrity of products upon dispatch. Please inspect your order immediately upon delivery.

To be eligible for a resolution, you must report issues within 48 hours of delivery.

Issues covered:

Items damaged during transit
Items defective on arrival
Wrong item received
Missing item(s)

3) What we need from you (required evidence)

To help us evaluate and resolve the issue quickly, please email us with:

Your order number
A clear description of the issue
Photos of:
- the outer shipping box (including any visible damage),
- the shipping label,
- the product(s) received,
- the internal packaging/insulation
Optional but recommended: an unboxing video from the moment the package is opened (this helps with fast approval for transit damage claims)

If the courier delivered the package in damaged condition, please also note any delivery remarks shown in the courier tracking (if available).

4) Resolution options (replacement or refund)

If we confirm a fulfillment error or verified shipping damage, we will provide one of the following at our discretion:

Replacement shipment (preferred where stock allows), or
Full refund to the original payment method

We do not offer refunds for:

delays caused by the courier or events outside our control,
issues resulting from incorrect/incomplete address details,
unattended deliveries, refusal of delivery, or failed delivery attempts that may compromise temperature integrity.

5) Refund processing timeline

If a refund is approved, it will be processed to your original payment method.
Please allow up to 10 business days for your bank or card issuer to post the refund.

6) Cancellations

We fulfill orders quickly to support next-day delivery. You may cancel only if your order has not been fulfilled.

Once:

a shipping label has been created, or
the package has been handed to the courier,

the order cannot be cancelled or refunded.

7) Questions before ordering

If you have questions about a product’s specifications, storage, or handling requirements, please contact us before placing your order.

8) GCC & international orders — duties and returns

For orders shipped to GCC countries (Bahrain, Kuwait, Oman, Qatar, and Saudi Arabia):

Duties & import taxes: Where applicable, these are collected directly by the courier upon delivery and are the responsibility of the recipient. NOVA Labs does not pre-pay or reimburse import duties.
Customs: GCC shipments generally clear customs without issue. In the rare event that a shipment is held or returned by customs, NOVA Labs is not responsible for any resulting delays or costs. A refund will only be issued once the items have been physically received back at our facility in Dubai, within the standard refund timeline (see Section 5).
Return shipping costs for customs-returned packages are not covered by NOVA Labs unless the issue was caused by an error on our part.
If you have concerns about whether a specific product can be imported into your country, please contact us before placing your order.