Refund and Cancellation Policy

At NeoLabs Research, we strive to provide a reliable and transparent purchasing experience. We understand that circumstances may change, and we are committed to handling cancellations, refunds, and product concerns fairly and professionally.

Please review the following policies before placing an order.

1. Order Cancellations

Customers may request to cancel an order at any time before it has been shipped or collected through local pickup.

• Cancellation requests must be submitted before the order is shipped or picked up.
• Once an order has been shipped or collected, it can no longer be canceled.
• Approved cancellations will be refunded through the original payment method whenever possible.
• To request a cancellation, contact [email protected] with your order number.

Cancellation requests are processed as promptly as possible. Submitting a request does not guarantee cancellation if the order has already been shipped or collected.

2. Returns and Exchanges

Due to the nature of our research compounds, NeoLabs Research does not accept standard product returns or exchanges.

Exceptions may be made for the following circumstances:

• Damaged Products: Items that arrive damaged during shipping.
• Defective Products: Products that are confirmed to have a manufacturing defect.
• Incorrect Products: Items that do not match the customer's original order.

Both opened and unopened products are otherwise considered final sale.

Customers experiencing any of the issues listed above should contact our support team as soon as possible.

3. Damaged, Defective, or Incorrect Orders

If you receive an item that is damaged, defective, or incorrect, please contact [email protected].

Include the following information:

• Your full name.
• Your order number.
• A brief description of the issue.
• Clear photographs of the affected product and packaging, if available.

Our team will review your request and determine an appropriate resolution.

Approved claims may qualify for a refund or replacement, depending on the circumstances.

Please do not return any products without first contacting our customer support team.

Nothing in this policy limits any rights or remedies provided by applicable law.

4. Refund Processing

Approved refunds will be issued through the original payment method whenever possible.

NeoLabs Research currently accepts payments through PayPal and Zelle.

• PayPal Payments: Refunds will be processed through PayPal whenever possible.
• Zelle Payments: Refunds will be coordinated directly with the customer when necessary.
• Processing Times: Refund processing times may vary depending on the payment provider and financial institution.

Customers will be notified once their refund has been processed.

5. Unverified Payments

All orders are subject to payment verification before fulfillment.

• Payments must be successfully verified before orders are shipped or made available for pickup.
• Orders with payments that cannot be verified within 72 hours of order placement will be canceled.
• Inventory reserved for canceled orders will be released.
• If you believe your payment was completed but your order was canceled, contact our support team with your order number and payment confirmation.

If payment is later confirmed for a canceled order, our team will assist with resolving the transaction.

6. Local Pickup Cancellations

NeoLabs Research offers local pickup exclusively on Saturdays and Sundays in the El Sobrante and Hercules, California area.

Customers have 7 calendar days from the date they are notified that their order is ready to complete pickup.

• Pickup is available by appointment only.
• Customers must coordinate their pickup time with our team.
• Customers who need to reschedule should contact us before their scheduled appointment.
• Orders not collected within the 7-day pickup period will be automatically canceled.
• A full refund will be issued for orders canceled due to failure to collect within the 7-day period.

Refunds will be processed through the original payment method whenever possible.

7. Non-Refundable Circumstances

Except where required by applicable law, refunds will generally not be provided for:

• Products that have already been received and do not qualify under our damaged, defective, or incorrect product exceptions.
• Orders where the customer changes their mind after receiving the products.
• Products damaged due to improper handling or storage after delivery or pickup.
• Products used for purposes other than their intended laboratory research applications.

All NeoLabs Research products are intended strictly for research purposes and are not intended for human consumption.

8. Contact Information

If you have questions regarding cancellations, returns, refunds, or an existing order, please contact our customer support team.

NeoLabs Research

Email: [email protected]

Location: California, United States

Please include your order number when contacting us about a specific purchase.

We are committed to addressing customer concerns promptly and providing a fair, professional purchasing experience.