Refund & Return Policy

All sales are generally final. Research compounds are intended for immediate use upon receipt by qualified researchers in a controlled laboratory environment. Nexus Laboratory does not accept returns of opened, used, reconstituted, or temperature-compromised products under any circumstances — the integrity of the compound cannot be re-verified after the seal is broken or after exposure to non-specified storage conditions.

Refunds and replacements may be issued in the specific situations described below. In every case, Nexus Laboratory reserves the right to inspect the product, photographs of the shipment, and supporting documentation before authorizing a refund or replacement.

If your shipment arrives damaged (broken vial, leaking container, missing tamper seal, crushed outer packaging) or otherwise visibly compromised, contact Nexus Laboratory within 48 hours of receipt with the following:

• Your order number.
• Photographs of the outer USPS packaging (in received condition, before opening further if possible).
• Photographs of the inner packaging and the damaged product.
• The Nexus batch number printed on the vial label, if legible.

Once damage is verified, Nexus Laboratory will issue a replacement shipment or a full refund to the original payment method, at your choice. Replacement shipments ship at no additional cost to you. For shipments where USPS-side handling caused the damage, Nexus Laboratory will coordinate a USPS claim where useful; the refund or replacement does not depend on the USPS claim outcome.

If you receive a product that does not match what you ordered, contact Nexus Laboratory within 14 days of receipt. We will arrange for return of the incorrect item at our cost (a prepaid USPS shipping label will be provided) and ship the correct item, or issue a full refund to the original payment method, at your choice. Do not open or alter the incorrect product before returning it — the seal and labeling are part of what we need to inspect.

Every Nexus Laboratory product ships with a batch- specific Certificate of Analysis (COA). If your independent third-party testing yields results that materially diverge from the published COA for the same batch, contact Nexus Laboratory with your testing methodology and results.

Material divergence is defined as: HPLC area-percent purity below the published value by more than 2 percentage points; or mass spectrometry observed mass outside the published tolerance range; or any endotoxin result that exceeds the documented LAL threshold. Other discrepancies are evaluated case-by- case.

Nexus Laboratory will work with our third-party analytical laboratory to retest the batch. If the discrepancy is confirmed, we will issue a refund or replacement and quarantine remaining inventory from that batch while we investigate. If the discrepancy is not confirmed (the original COA stands), the retest report will be provided to you for your records but no refund or replacement is issued.

You may cancel an order for a full refund at any time before the USPS shipping label has been generated. Once a label is generated and the package is in the carrier’s hands, the order can no longer be cancelled and is treated as a shipped order under the terms above. Order processing typically takes 1 to 2 business days, so cancellation requests should be sent promptly to [email protected] with your order number.

This policy does not cover:

• Products that have been opened, used, or reconstituted.
• Products that have been exposed to ambient temperatures, light, or moisture contrary to the storage instructions on the label or COA.
• Buyer’s remorse or change-of-mind requests after the order has shipped.
• Refused or undeliverable shipments due to incorrect addresses provided by the buyer. The shipping portion is non-refundable in such cases; the product portion may be refunded if the package is returned to Nexus Laboratory unopened.
• Shipments delayed by USPS that arrive within a reasonable extended window (typically up to 14 days past the original delivery estimate).
• Any product used in violation of the Terms of Service or Regulatory Disclaimer (e.g., administered to a human or animal subject, redistributed outside research context).

If USPS tracking indicates a shipment is lost or undeliverable after a reasonable extended window (typically more than 14 days past the original delivery estimate without delivery confirmation), Nexus Laboratory will work with USPS to file a tracking trace. If the shipment is confirmed lost, we will issue a replacement at no additional cost or a full refund to the original payment method, at your choice. The replacement or refund is not contingent on the USPS claim outcome.

Send a written request to [email protected] or via the contact page with the following information:

• Your order number.
• The product slug or SKU and the Nexus batch number from the vial.
• A description of the issue.
• Photographs of the shipment and/or independent testing data, as relevant under the sections above.

Nexus Laboratory responds to refund and replacement inquiries within one business day. Approved refunds typically post to the original payment method within 5 to 10 business days, depending on your bank and on MoonPay’s payment-processing window. Replacement shipments dispatch within 1 to 2 business days after approval.