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Returns
Due to the temperature-sensitive and perishable nature of research compounds, we do not accept returns on the basis of change of mind. This policy protects every customer: it ensures all stock we supply is uncompromised and has remained within the correct storage conditions from our facility to your door.
Research use only
All products sold by Novo Core Labs are intended strictly for laboratory and research purposes. They are not for human or animal consumption, diagnostic use, or therapeutic application. This policy should be read alongside our Terms of Service and Research Use Disclaimer.
When we will replace or refund
We will replace or refund an order where:
- The wrong item or quantity was dispatched
- The product arrived visibly damaged in transit (for example, a broken vial)
Claims must be submitted within 48 hours of delivery by emailing us with your order number and clear photographs of the damage, discrepancy, or shipping carton (including any temperature indicator, if supplied). Do not return any item without prior written authorisation from us.
Once a claim is approved, we will offer, at your choice, a full replacement or a full refund of the product cost, including original shipping charges. Claims submitted after 48 hours, or without supporting photographs, will not be eligible under this section.
Non-returnable items
- Any vial or container that has been opened, punctured, or unsealed
- Orders refused at the point of delivery: the product cost will be refunded once the parcel is returned to us in its original, unopened condition; original and return shipping costs are non-refundable
Refunds
Approved refunds are processed to the original payment method within 5–7 working days of authorisation. Shipping costs are non-refundable unless the return is due to our error or an approved damage, discrepancy, or cold-chain claim.
Cancellations
To cancel an order, contact us before our 2PM cut-off on the day of ordering. Once an order has been dispatched, it cannot be cancelled.
Contact
For shipping or returns queries, please use the details on our Contact page.