Please read this policy carefully before placing an order. By purchasing from NovaLife Science Laboratories, you acknowledge and agree to the terms below.
All Sales Are Final
Due to the nature of our products, all sales are final. We do not accept returns, exchanges, or cancellations once an order has been placed and confirmed. Research peptides and laboratory compounds are perishable, regulated materials that cannot be accepted back, restocked, resold, or re-used once they have been shipped from our facility.
This policy exists to protect the integrity of our products and the safety of our customers and the broader research community. Once a product has left our facility, we have no means to verify that storage conditions, chain of custody, or product integrity have been maintained.
Exceptions — When We Will Replace or Reship
We stand behind the quality and accuracy of every order we ship. We will replace or reship your order at no additional cost in the following circumstances only:
1. Wrong Item Shipped
If we ship you a product that is different from what you ordered (wrong compound, wrong quantity, wrong concentration), we will replace the incorrect item with the correct one at no charge. You must report the discrepancy within 7 calendar days of delivery.
2. Product Arrives Damaged
If your order arrives visibly damaged (broken vial, compromised seal, or significant packaging damage), we will reship the affected item(s) at no charge. You must report the damage within 7 calendar days of delivery and provide photographic evidence of the damage to both the outer packaging and the product itself.
3. Orders Covered by Shipping Protection
If you added our optional Shipping Protection add-on to your order at checkout, and your package is confirmed lost, stolen, or arrives damaged during transit, we will replace or reship your order at no cost after verification with the carrier. Shipping Protection claims must be reported within 7 calendar days of the expected delivery date.
How to Report an Issue
To report a wrong item or damaged product, please contact us within 7 calendar days of delivery at:
Email: support@novalife.science
Please include the following in your message:
- Your order number
- A clear description of the issue
- Photographs of the item(s) received and, if applicable, the damaged packaging
We aim to respond to all exception requests within 2 business days. Claims submitted after the 7-day window or without supporting documentation may not qualify for replacement.
No Refunds or Credits
We do not issue monetary refunds, store credits, or partial refunds for any reason, including:
- Change of mind or cancellation after order confirmation
- Delays in carrier delivery (once handed to the carrier)
- Orders refused at customs or seized by authorities (buyer assumes all compliance responsibility)
- Dissatisfaction with research results (product efficacy in research is outside our control)
- Incorrect shipping address provided by the customer
Order Cancellations
Orders cannot be cancelled once confirmed. If you believe you have made an error in your order, please contact us immediately at support@novalife.science. We will make every reasonable effort to intercept an order before it ships, but we cannot guarantee cancellation is possible and are not obligated to cancel any confirmed order.
Chargebacks & Disputes
By placing an order, you agree to contact us directly to resolve any order issues before initiating a chargeback or payment dispute. We take fraudulent chargebacks seriously and reserve the right to contest all disputes with full order documentation, including IP logs, delivery confirmation, and order records.
Research Materials Disclaimer
All products sold by NovaLife Science Laboratories are strictly for in-vitro laboratory and scientific research use only. They are not intended for human or animal consumption. This no-return policy is consistent with industry standards for research-grade compounds, which cannot be accepted back due to chain-of-custody, integrity, and safety requirements.
Questions?
If you have any questions about this policy before placing an order, please contact us at support@novalife.science before purchasing.