Return Policy

Last Updated: September 3, 2026

NexBio is committed to providing clearly identified laboratory research products with appropriate handling, documentation, and order support.

This Return Policy explains the conditions under which a return, replacement, refund, or order review may be considered. Because NexBio products are supplied for laboratory research use and product integrity can be affected after delivery, certain items may not be eligible for return once shipped or opened.

By placing an order with NexBio, you agree to the terms outlined below.

1. Return Eligibility

A return may be considered when:

The wrong product was shipped
The order arrived with a verified fulfillment error
The product or packaging was damaged during transit
An eligible unopened item qualifies under NexBio return requirements
NexBio authorizes the return in writing before the product is sent back

All return requests are subject to review and approval.

2. Research Product Integrity

Laboratory research materials require controlled handling and storage.

For quality, traceability, and product-integrity reasons, research products that have been opened, used, altered, improperly stored, or removed from their original condition may not be eligible for return.

NexBio may also decline returns when product integrity cannot reasonably be verified after delivery.

3. Non-Returnable Items

Unless NexBio confirms otherwise in writing, the following may not qualify for return:

Opened products
Used or partially used products
Products with damaged or altered labels
Products removed from their original packaging
Products stored outside stated conditions
Items returned without authorization
Clearance or final-sale items
Products damaged after delivery due to improper handling
Research materials whose integrity can no longer be verified

4. Incorrect Products

If you receive a product different from the item listed on your confirmed order, contact NexBio support promptly.

Please provide:

Order number
Product received
Product originally ordered
Photographs of the product
Photographs of the label and packaging
Relevant batch or lot information

Do not open, use, alter, or discard the product while the issue is being reviewed.

If NexBio confirms a fulfillment error, an appropriate resolution may be provided.

5. Damaged Shipments

If a package arrives damaged, contact NexBio as soon as reasonably possible after delivery.

Please retain:

Shipping box
Original packaging
Product container
Shipping label
Photographs showing the damage
Order documentation

This information may be required to determine whether the issue occurred during fulfillment or shipment.

6. Missing Items

If an item appears to be missing from your order, contact NexBio support with your order number and details of the shipment received.

NexBio may review fulfillment records, package information, and available shipping documentation before determining the appropriate resolution.

7. Return Authorization

Do not send a product back to NexBio without first receiving return authorization.

Unauthorized returns may be refused and may not qualify for a refund, replacement, or credit.

If a return is approved, NexBio will provide applicable return instructions.

8. Return Condition Requirements

Approved returned products should generally remain:

Unopened
Unused
Unaltered
In original packaging
Clearly labeled
Properly stored
Accompanied by applicable order information

NexBio reserves the right to inspect returned items before approving a refund, replacement, or account credit.

9. Refunds

If a refund is approved, it will generally be issued to the original payment method where available.

Processing times may vary depending on:

Payment provider
Financial institution
Order review status
Return inspection
Transaction processing requirements

Original shipping charges may be non-refundable unless the return results from a confirmed NexBio fulfillment error.

10. Replacements

A replacement may be offered when NexBio confirms:

An incorrect item was shipped
An eligible product was damaged in transit
A verified fulfillment issue occurred
Another qualifying order issue requires replacement

Replacement availability depends on current inventory and applicable product restrictions.

11. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return.

If NexBio confirms an internal fulfillment error, return shipping instructions may be provided.

For other approved returns, the customer may be responsible for applicable return shipping charges unless otherwise stated.

12. Lost Return Shipments

Customers should use a trackable shipping method when returning an authorized item where possible.

NexBio is not responsible for return shipments that are lost, misdirected, or damaged before arriving at the designated return location.

13. Order Cancellations

Order cancellation requests should be submitted as soon as possible.

If an order has already entered fulfillment, been packaged, or been transferred to a shipping carrier, cancellation may no longer be possible.

Approved cancellations may be subject to applicable transaction or processing limitations.

14. Refused or Undeliverable Packages

Orders returned because of:

An incorrect address
Delivery refusal
Failed delivery attempts
Unclaimed shipments
Other recipient-related delivery issues

may be reviewed individually.

Additional shipping or processing charges may apply before an order can be reshipped.

15. Batch and Documentation Concerns

If your concern relates to a batch number, Certificate of Analysis, analytical documentation, product identification, or research specification, contact NexBio before requesting a return.

Provide the applicable:

Product name
Batch or lot number
Order number
Relevant documentation
Description of the concern

NexBio will review available product and batch information before determining whether a return or other resolution is appropriate.

16. Research Use Only

All NexBio products are supplied strictly for laboratory research use only.

Products are not intended for human or veterinary use, consumption, diagnosis, treatment, cure, or prevention of disease.

Returns will not be accepted based on expectations related to human, veterinary, therapeutic, clinical, or personal-use outcomes.

17. Policy Abuse and Fraud Prevention

NexBio reserves the right to deny return or refund requests involving suspected fraud, misuse, repeated policy abuse, unauthorized product alteration, or materially inaccurate information.

NexBio may request additional verification when reasonably necessary.

18. Changes to This Return Policy

NexBio may update this Return Policy to reflect changes in fulfillment practices, product handling requirements, business operations, or applicable requirements.

The most current version will be posted on this page with an updated revision date.

19. Contact NexBio

For return, refund, replacement, or damaged-order assistance, contact:

NexBio
Email: support@nexbio.com
Support: Monday to Friday
Subject Line: Return Request

When contacting support, include your order number, product name, and relevant photographs or batch information where applicable.