Our products are research materials, and once they leave our facility we can no longer verify how they were handled or stored. What can be returned therefore depends on which format you bought and on whether it is still sealed.
In short: unopened vials and unopened oral containers can be refunded; pens and sprays cannot be refunded at all. Section 1 sets out the rule for each format.
Damage, defects, wrong items and cancellations are handled separately and apply to every format, including pens and sprays — see Sections 3 to 7.
1) Returns by product format
Anything we cannot certify as untouched and correctly stored will not go back on our shelf, so it cannot be accepted back. The rules below follow from that.
Not refundable
Peptide pens and peptide sprays
Pens and nasal sprays are dose-by-dose applicator devices. Once one has been dispatched we have no way of establishing whether it has been primed, actuated, or brought into contact with a user, and no way of restoring it to a hygienic condition. We cannot maintain the hygiene of these devices once they are outside our control, so we cannot resell them and we do not take them back.
This applies in any condition — sealed or unsealed, opened or unopened. There are no returns, exchanges or refunds on pens or sprays.
Refundable while unopened
Peptide vials
A vial can be refunded if it is returned unopened — the flip-off cap still in place and the rubber stopper not pierced.
Piercing the stopper breaks the sterile barrier. From that point the contents can no longer be certified and the vial cannot be resold, so a pierced vial is not refundable regardless of how much of it remains.
Peptide blends are supplied in vials and follow this rule.
Refundable while unopened
Peptide orals
An oral product can be refunded if the container is returned unopened, with its seal intact and unbroken.
Once the seal is broken the contents have been exposed to air and to handling we cannot account for. An opened container is not refundable, even if it is still full.
Refundable while unopened
Bacteriostatic water and laboratory accessory sets
Bacteriostatic water follows the vial rule: refundable while the flip-off cap is intact and the stopper unpierced. Accessory sets are refundable while the outer packaging is unopened and every component inside is still sealed.
2) How to return an unopened item
Refunds on unopened items are not automatic — ask us before you send anything back. We cannot match an unannounced parcel to an order, and an unannounced return cannot be refunded.
- Contact us within 14 days of delivery with your order number and the item you want to return. Please wait for our reply before shipping anything.
- We confirm. If the item qualifies, we send you the return address and a reference to write on the parcel.
- You send it back. Return postage is at your cost, unless the return is the result of an error on our part, in which case we cover it. Please use a tracked service — we can only refund an item that physically reaches us.
- We inspect and refund. We check the seal on arrival. If it is intact, we refund the price of the item to your original payment method (see Section 6 for timing). The original outbound shipping charge is not refunded.
If an item arrives back with a pierced stopper, a broken seal, or an opened container, it is not refundable. We will tell you, photograph the item, and can send it back to you at your cost.
3) Damages, defects, or wrong items (reporting window)
We guarantee the integrity of products upon dispatch. Please inspect your order immediately upon delivery.
To be eligible for a resolution, you must report issues within 48 hours of delivery.
Issues covered:
- Items damaged during transit
- Items defective on arrival
- Wrong item received
- Missing item(s)
This section applies to every format, pens and sprays included. A pen or spray that arrives damaged, defective, or is simply the wrong item is not a return — it is a fulfilment issue, and we will put it right.
4) What we need from you (required evidence)
To help us evaluate and resolve the issue quickly, please email us with:
- Your order number
- A clear description of the issue
- Photos of:
- the outer shipping box (including any visible damage),
- the shipping label,
- the product(s) received,
- the internal packaging
- Optional but recommended: an unboxing video from the moment the package is opened (this helps with fast approval for transit damage claims)
If the courier delivered the package in damaged condition, please also note any delivery remarks shown in the courier tracking (if available).
5) Resolution options (replacement or refund)
If we confirm a fulfillment error or verified shipping damage, we will provide one of the following at our discretion:
- Replacement shipment (preferred where stock allows), or
- Full refund to the original payment method
We do not offer refunds for:
- delays caused by the courier or events outside our control,
- issues resulting from incorrect/incomplete address details,
- unattended deliveries, refusal of delivery, or failed delivery attempts.
6) Refund processing timeline
If a refund is approved, it will be processed to your original payment method. Please allow up to 10 business days for your bank or card issuer to post the refund.
7) Cancellations
We fulfill orders quickly to support next-day delivery. You may cancel only if your order has not been fulfilled.
Once:
- a shipping label has been created, or
- the package has been handed to the courier,
the order cannot be cancelled. After that point, any refund depends on the format rules in Section 1.
8) Questions before ordering
If you have questions about a product’s specifications, storage, or handling requirements, please contact us before placing your order — particularly for pens and sprays, which cannot be returned once dispatched.
9) European & international orders — duties and returns
For orders shipped across Europe:
- Duties & import taxes: Orders within the European Union ship from Germany in free circulation, so no customs duties or import taxes apply. For destinations outside the EU customs union (including the United Kingdom and Switzerland), any duties or import taxes are collected directly by the courier upon delivery and are the responsibility of the recipient. NOVA Labs does not pre-pay or reimburse import duties.
- Customs: European shipments generally clear customs without issue. In the rare event that a shipment is held or returned by customs, NOVA Labs is not responsible for any resulting delays or costs. A refund will only be issued once the items have been physically received back at our facility in Germany, within the standard refund timeline (see Section 6).
- Return shipping costs for customs-returned packages are not covered by NOVA Labs unless the issue was caused by an error on our part.
- If you have concerns about whether a specific product can be imported into your country, please contact us before placing your order.
10) Contact
- Email: support@nova-biolabs.eu
- Phone: +44 7576 572754 (WhatsApp only)
- Hours: Monday to Friday, 9:00 AM – 6:00 PM CET