Refunds & Returns

1. Before your order ships

Cancel any time before dispatch and we refund the order in full, including shipping. Email support@nuuvive.com with your order number. Orders usually enter fulfillment quickly, so ask as soon as you can; if the parcel has already gone we will tell you and section 3 applies.

2. Damaged, missing or incorrect shipments

Tell us within 30 days of delivery (for a parcel that never arrived, within 30 days of its expected delivery date) and we will replace the item or refund it, whichever you prefer. You do not need to send anything back. This covers:

• a vial that arrives broken, cracked, leaking or unsealed;
• an item that does not match what you ordered;
• an item missing from the parcel;
• a parcel confirmed lost in transit by the carrier.

A photo of the parcel and the vial helps us claim against the carrier, so we may ask for one. It is not required, and we do not hold your replacement or refund waiting for it.

3. Unopened materials after delivery

Changed your mind? Return unopened, sealed vials within 30 days of delivery for a full refund of the items, for any reason. Email support@nuuvive.com with your order number first and we will send return instructions, so we can match the parcel to your order.

The refund goes to the original payment method as soon as the vials are back with us. Nothing is deducted from it. Return postage is yours unless the return is our mistake, in which case we cover it; a tracked service is worth using.

Opened vials are outside this policy: once a seal is broken we cannot account for storage or resupply the material. Section 2 still applies if the item was damaged or incorrect on arrival.

4. What is not refundable

• opened or unsealed vials, except under section 2;
• requests made more than 30 days after delivery;
• orders delayed by an incorrect or incomplete delivery address, by a refused delivery, or by a carrier delay outside our control — we will help you trace the parcel, and section 2 covers a parcel the carrier confirms lost.

5. Purity and identity discrepancies

Every unit we ship is assigned to a lot at fulfillment and recorded against your order, and each product page links the independent laboratory report published for that product. If an independent, accredited third-party laboratory analyses a sealed vial you received and its result contradicts the identity on that report, or measures a lower purity than that report printed, we refund the order in full.

To make that comparison possible, the report you send us has to carry the detail any credible laboratory report carries:

• the lot number from the vial, stated on the report itself rather than only in the filename or the email;
• the name and address of the laboratory that performed the work;
• the method, per assay — column, mobile phase or gradient, detection wavelength and run time for HPLC; ionization mode for mass spectrometry;
• a numeric result in stated units, rather than “pass” or “conforms”.

That list is parity, not an obstacle. Our own guide to reading a lab report explains that a shallower gradient resolves more impurities and usually lowers the reported purity figure, so a bare percentage with no method behind it cannot be compared with any other in either direction.

The refund is not conditional on the outcome of our own investigation, and we do not argue the science first. We do investigate, against the vial retained from that lot, and if what we published turns out to be wrong we correct it in public. This is the point of publishing independent lab reports rather than a generic document, and we would rather be held to them than not be checked.

6. Canceled orders and closed accounts

Where we decline or cancel an order ourselves — for a stock or pricing error, a payment problem, a shipping restriction, or a breach of the Research Use Policy — the order is refunded in full if it has not shipped. We would rather return the money than complete a sale we should not have taken.

Closing an account does not affect a refund already due under this policy. It does mean we will not accept further orders.

7. How refunds are processed

Refunds go to the original payment method. We issue an approved refund within 3 business days of approving it, or of receiving an authorized return. How long it then takes to appear on a statement is set by your bank or card issuer and is usually a further 5 to 10 business days. We refund the original shipping cost only where section 1, 2, 5 or 6 applies.

8. Talk to us before disputing a charge

If something is wrong with an order, email support@nuuvive.com first. We answer within one business day and almost everything is resolved faster that way than through a card dispute. Raising a chargeback without contacting us does not get you a faster refund, and we keep order, delivery and acknowledgment records to respond to disputes.

9. Contact

Returns and refunds: support@nuuvive.com. Shipping timelines and carriage are on the Shipping Policy; the wider agreement is in the Terms of Sale and Use.