Refund & Return Policy

Return requests for unopened, unused products must be made within 30 calendar days of confirmed delivery and require written authorization before shipment. Opened, used, or prepared products cannot be returned because their chain of custody and condition can no longer be evaluated reliably.

Unless the issue is a confirmed defect, shipping damage, or fulfillment error, the customer is responsible for approved return shipping. Nexus may request photographs, packaging, labels, or other supporting records before authorizing a return, refund, or replacement.

If your shipment arrives damaged (broken vial, leaking container, missing tamper seal, crushed outer packaging) or otherwise visibly compromised, contact Nexus promptly after delivery 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.
• Any product or batch identifier printed on the label, if legible.

Confirmed shipping damage is eligible for a replacement or refund review. Nexus covers reasonable return or replacement shipping for a confirmed fulfillment or carrier-damage issue and may request information needed for a USPS claim.

If you receive a product that does not match what you ordered, contact Nexus within the 30-day return window. Keep the item unopened and retain its packaging and label. If the fulfillment error is confirmed, Nexus will arrange return shipping at its cost and resolve the order with a correct replacement or an approved refund.

If a finalized public COA exists for the same batch and your qualified third-party testing materially differs from a field actually published on that record, contact Nexus with the batch identifier, test method, source documentation, and complete result package.

Analytical disputes are evaluated case by case. This policy does not impose a universal variance threshold, method panel, retest protocol, or acceptance criterion across products. The represented COA fields, methods, units, and lot identity must be compared like for like.

Nexus may request additional records or arrange an independent review where appropriate. Any refund, replacement, or other corrective action is determined from the evidence available for that order and batch; no particular retest or inventory action is promised by this public policy.

Send cancellation requests as soon as possible. Nexus will make a reasonable effort to cancel an order that has not entered fulfillment, but cancellation is not guaranteed once processing has begun. Shipped orders follow the return terms above. Requests should include the order number and be sent to support@nexuslaboratory.org with your order number.

This policy does not cover:

• Products that have been opened, used, or reconstituted.
• Products whose seal, packaging, label, or documented chain of custody has been altered after delivery.
• Buyer’s remorse or change-of-mind requests after the order has shipped.
• Carrier delays by themselves, absent confirmed loss or damage. Nexus publishes no fixed delivery-time guarantee.
• 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 appears stalled, lost, or undeliverable, contact support with the order number and tracking record. Nexus will review the carrier status and may open a USPS trace. A confirmed lost-shipment resolution may be a replacement or an approved refund, depending on the order facts and carrier record.

Send a written request to support@nexuslaboratory.org or via the contact page with the following information:

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

Nexus reviews refund and replacement inquiries through the support mailbox. Approved refund timing depends on the active checkout rail, payment provider, and receiving institution; replacement timing is confirmed after approval.