The short version

Unopened, unused vials in original sealed packaging can be returned within 30 days of delivery. Opened vials cannot be returned. Damaged, lost, incorrect, or off-specification orders are made right at no cost to you.

Why opened vials can't come back

Once a vial leaves our custody, we can no longer document its storage conditions or chain of custody. Reselling material we can't vouch for would break the standard the entire company is built on. This isn't a restocking preference — it's the same reason we publish a certificate for every lot.

Eligible returns

A return is accepted when all of the following are true:

• The request is submitted within 30 days of delivery
• Vials are unopened, with the original seal and flip-cap intact
• Product is in its original packaging with the batch label legible and undamaged
• The order was placed directly through this store

Approved returns are refunded to the original payment method within 5–10 business days of receipt and inspection. Original shipping charges are non-refundable. Return postage is the customer's responsibility unless the return results from our error.

Not eligible

• Opened, punctured, or reconstituted vials
• Vials with removed, defaced, or illegible batch labels
• Product held beyond the 30-day window
• Product purchased through a third-party reseller
• Orders refused, abandoned, or seized in transit for reasons outside our control
• Custom, bulk, or wholesale orders, unless otherwise agreed in writing

Damaged, lost, or incorrect orders

These are not returns and are handled separately at no cost to you.

Damaged on arrival — Email support@nuflowlabs.com within 7 days of delivery with photos of the outer packaging and the vials as received. We ship a replacement.

Lost in transit or marked delivered but not received — Covered by delivery protection. Email support@nuflowlabs.com within 30 days of the ship date.

Wrong item or wrong dose received — Email support@nuflowlabs.com with your order number and a photo of the vial label. We ship the correct product immediately and cover return postage on the incorrect one.

Specification disputes

If you have reason to believe a vial does not match its published certificate of analysis, contact support@nuflowlabs.com with the batch number and the basis for your concern.

Where a dispute cannot be resolved from our retained records, we will arrange independent third-party testing of a retained sample from the same lot / reimburse the cost of independent third-party testing you commission, up to $XXX, where results confirm a material deviation from the published certificate. Confirmed deviations are refunded in full and the affected lot is withdrawn from sale.

We retain reference samples from every lot for 24 months for exactly this purpose.

Starting a return

Email support@nuflowlabs.com with your order number and the items you want to return. We reply with an RMA number and return address within 1 business day.

Do not ship anything back without an RMA number. Unauthorized returns cannot be matched to an order and cannot be refunded.

Refund timing

Once we receive and inspect a returned shipment, refunds are issued to the original payment method within 5–10 business days. Depending on your bank or card issuer, the credit may take an additional 3–5 business days to appear.

Cancellations

Orders can be cancelled at no charge any time before a shipping label is generated. Contact support@nuflowlabs.com immediately — most orders dispatch same day.

Chargebacks

If you have a problem with an order, contact us first. We resolve nearly everything within one business day. Initiating a chargeback without contacting us may result in the account being restricted from future orders.

Questions

support@nuflowlabs.com · responses within 1 business day.