Returns & Refunds
When Something Goes Wrong, We Fix It
All sales on correctly shipped, intact compounds are final — that is the nature of research compound logistics. But if we ship the wrong item, the cold chain fails, or your order is lost, we make it right without debate.
When We Resolve It
Eligible for Replacement or Refund
The following are the only situations in which we issue replacements or refunds. Each case has a claim window — document and contact us promptly.
Damaged in Transit
Claim within 48 hours of deliveryPackage arrived with broken vials, compromised tamper seal, or evidence of cold-chain failure (warm gel packs, thawed contents). Document with photos before opening.
Wrong Compound Shipped
Claim within 7 days of deliveryThe compound name or lot number on the vial does not match your order confirmation. Do not open or use the compound. Cross-reference your packing slip against the COA.
Broken Seal on Arrival
Claim within 48 hours of deliveryVial crimp cap is visibly broken, rubber stopper is displaced, or the vial seal shows signs of prior penetration on arrival. Photograph immediately.
Lost in Transit
Claim within 5 business days past expected deliveryTracking shows no movement for 3+ business days, or delivery was not confirmed after the expected delivery window. We will open a carrier trace investigation.
All Sales Final
Not Eligible for Return
We are transparent about what we cannot accept. These restrictions exist because of the biological sensitivity of research compounds and the integrity requirements of the cold chain.
Opened vials — any vial with a penetrated stopper is considered used
Reconstituted or partially used compounds
Compounds stored incorrectly after delivery (your responsibility per our storage guide)
Change of mind or ordering the wrong compound — verify your order before submitting
Shipping delays caused by the carrier, weather, or events outside our control
Compounds held by customs (we do not ship internationally — this should not occur)
Orders where the claim window has expired
The Process
How to File a Claim
Document immediately
Before opening or moving anything — photograph the outer box, tamper seal, internal packaging, gel packs, and each vial. Time-stamp matters if there is a dispute.
Email us within your window
Send your order number, a clear description of the issue, and all photos to research@nexphoria.com. Include the lot number from your packing slip.
We assess and confirm
Our team reviews within 4 business hours. We may request additional documentation. We do not ask you to return compounds — they stay with you.
Resolution dispatched
Once confirmed, your replacement ships same or next business day, or your refund is issued to the original payment method within 3–5 business days.
Subscriptions
Subscription Cancellations
Subscriptions can be cancelled at any time through your Stripe billing portal — no contact required, no cancellation fee. Cancellation takes effect immediately; you will not be billed again.
Orders already processed and shipped before cancellation are subject to the same policy as single orders. Cancellation does not apply retroactively to fulfilled orders.
Manage billing via StripeRefund Timelines
Have an issue with your order?
Email research@nexphoria.com with your order number and photos. We respond within 4 hours.