At NIOR LABS we stand behind the quality of every product we ship. This policy explains what to expect if you need a refund, replacement, or have questions about a return.
1. Return Eligibility
Because of the sensitive nature of research compounds, we can only accept returns under the following conditions:
- Unopened & sealed items — must be returned within 14 days of delivery in their original, tamper-proof packaging.
- Damaged or incorrect items — contact us within 48 hours of delivery with photographs of the issue. We will arrange a replacement or full refund.
2. Non-Returnable Items
The following items cannot be returned or refunded:
- Products whose tamper-proof seal has been broken or removed
- Products that have been reconstituted or otherwise used
- Items returned more than 14 days after delivery
- Products stored improperly (evidence of temperature abuse, contamination, etc.)
3. How to Request a Return or Refund
- Email support@niorlabs.com with your order number and a brief description of the issue.
- For damaged or incorrect items, attach clear photographs of the product and packaging.
- Our team will review your request and respond within 1–2 business days with next steps.
- If a return is approved you will receive a prepaid shipping label or instructions for sending the item back.
4. Refund Method & Timeline
Once we receive and inspect the returned item (or verify a damage claim), refunds are processed as follows:
- Original payment method — refunds are credited back to the card or account used at checkout.
- Processing time — please allow 5–10 business days for the refund to appear on your statement after approval.
- Shipping costs — original shipping fees are non-refundable unless the return is due to our error (wrong or defective product).
5. Replacements
If you received a damaged or incorrect product and prefer a replacement instead of a refund, we will ship a new item at no additional cost once the issue has been verified.
6. Cancellations
Orders may be cancelled within 2 hours of placement, provided they have not yet entered our fulfillment process. To request a cancellation, email support@niorlabs.com immediately with your order number.
7. Contact Us
If you have any questions about this policy, please contact our support team at support@niorlabs.com. We are available Monday through Friday, 9 AM – 5 PM EST.