Refund Policy

At NOVALYTE LABS, we strive to ensure that every order meets your expectations. Due to the specialised nature of our research compounds, our refund and return policy is subject to specific conditions. Please review this policy carefully before placing an order.

Last updated: August 2026

1. Refund Eligibility

You may be eligible for a refund or replacement in the following circumstances:

• The product you received is damaged, defective, or compromised during shipping.
• The product you received does not match your order (wrong item, wrong quantity, or wrong specification).
• The product does not meet the purity or quality specifications stated on our website, as verified by an independent certificate of analysis.
• Your order was lost in transit and confirmed as undelivered by the shipping carrier.

Refund requests based on change of mind, ordering errors made by the customer, or dissatisfaction with research results are not eligible for a refund, as our products are sold strictly for research purposes and their performance depends on variables outside our control.

2. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, you must notify us within 48 hours of delivery. To initiate a claim, please contact our support team and provide the following information:

• Your order number.
• A clear description of the issue (damage, defect, incorrect item, etc.).
• Photographs of the damaged or incorrect product, including the packaging and any visible damage to the outer box or container.
• Photographs of the shipping label and any lot or batch numbers visible on the product.

Claims submitted after the 48-hour window may still be reviewed on a case-by-case basis, but we cannot guarantee that late claims will be accepted. We strongly recommend inspecting all packages immediately upon receipt.

Once we have reviewed your claim and confirmed the issue, we will offer either a full replacement of the affected item at no additional cost, or a full refund for the affected item, at your preference and subject to product availability.

3. Non-Returnable Items

Due to safety, regulatory, and quality assurance considerations, the following items cannot be returned or refunded:

• Opened research compounds: any product whose original seal, packaging, or container has been opened, broken, or tampered with after delivery. Once a research compound has been opened, we cannot verify its integrity, and it cannot be restocked or resold.
• Products stored improperly: items that have been stored in conditions inconsistent with the storage instructions provided on the product label or our website (e.g., exposure to extreme temperatures, moisture, or light when cold or dark storage was specified).
• Custom or made-to-order products: compounds that were synthesised, formulated, or packaged to your specific requirements.
• Products beyond the return window: items for which a claim has not been submitted within the 48-hour reporting window, except where extended review has been granted.

4. Refund Process

To request a refund, please follow these steps:

• Step 1: Contact our support team at privacy@novalyte-labs.com within 48 hours of delivery, providing your order number and the details of your claim, including photographs where applicable.
• Step 2: Our team will review your claim and may request additional information or photographs. We aim to complete our review within 3 business days.
• Step 3: If your claim is approved, we will notify you and provide instructions for returning the product (if applicable). Return shipping costs for approved claims will be covered by NOVALYTE LABS.
• Step 4: Once the returned item has been received and inspected (or if no return is required), your refund will be processed to your original payment method.

For damaged or defective products, we may not require you to return the item. In such cases, we may ask you to dispose of the product safely in accordance with applicable regulations, and we will process the refund or replacement without waiting for a return.

5. Refund Timeframe

Once a refund has been approved and processed, please allow the following timeframes for the funds to appear in your account:

• Credit or debit card: 5 to 10 business days, depending on your card issuer.
• Other payment methods: 5 to 14 business days, depending on the payment provider.

If you have not received your refund within the timeframes above, please first check with your bank or payment provider, as processing times may vary. If the issue persists, contact our support team and we will investigate further.

Refunds are issued in the original currency of the transaction (EUR). Any differences in the refunded amount due to currency conversion or exchange rate fluctuations are the responsibility of your financial institution.

6. Exchanges

We do not offer direct exchanges. If you wish to receive a different product, please follow the refund process outlined above for the original item and place a new order for the desired product. This ensures accurate order tracking and quality control for all shipments.

In cases where you received an incorrect item, we will prioritise shipping the correct product to you as quickly as possible, and you will not need to place a separate order.

7. Contact

If you have any questions about our Refund Policy or need assistance with a return or refund claim, please contact us:

• Company: NOVALYTE LABS
• Email: privacy@novalyte-labs.com

Our support team is available Monday through Friday and will respond to your inquiry within 1 to 2 business days. We are committed to resolving all refund requests fairly and promptly.