Refund policy

NU BIOGEN

Refund Policy

Please review this policy carefully before placing an order.

Overview

Due to the nature of our products, all sales are final. We do not accept returns of products once an order has been delivered.

This policy helps protect product integrity, proper handling standards, and customer safety. That said, if there is an issue with your order, we want to hear from you and will review it fairly.

Returns

We do not accept returns, including for:

  • Opened products
  • Unused products
  • Sale items
  • Gift cards
  • Orders refused or returned due to customer error, including incorrect shipping information

Damages, Incorrect Items, and Order Issues

Please inspect your order promptly upon delivery. If your order arrives damaged, defective, or if you receive the wrong item, contact us at info@nubiogen.com within 48 hours of delivery.

To help us review your claim, please include:

  • Your order number
  • A description of the issue
  • Photos of the shipping box and label
  • Clear photos of the item received

We reserve the right to determine, in our sole discretion, whether an order issue qualifies for a replacement, store credit, partial refund, or other resolution.

Non-Returnable Items

We do not accept returns on products that require controlled handling, protective storage, or integrity-sensitive packaging. We also do not accept returns on:

  • Custom or special-order items
  • Items marked final sale
  • Gift cards
  • Products that have been opened, used, altered, or improperly stored
  • Products returned without prior written authorization from us

Lost, Stolen, or Carrier-Delayed Packages

Once an order has been transferred to the shipping carrier, delivery is under the carrier’s control. We are not responsible for packages marked as delivered but reported missing, stolen, delayed, or misdelivered by the carrier.

If you experience a carrier issue, please contact the carrier first. You may also contact us and we will do our best to help review the situation.

European Union 14-Day Cooling Off Period

If merchandise is shipped into the European Union, you may have the right to cancel or return your order within 14 days for any reason and without justification, subject to applicable law.

To be eligible, the item must be unused, unopened, in the same condition in which it was received, and in its original packaging, with proof of purchase. We reserve the right to deny any return that does not meet these conditions or that is excluded by applicable law.

Refunds

If we approve a refund, replacement, or store credit, we will notify you after reviewing the issue.

Approved refunds will be issued to the original payment method unless otherwise required by law. Please allow up to 10 business days after approval for the refund to be processed, though your bank or card issuer may take additional time to post it.

Shipping charges are non-refundable unless the issue was caused by our error.

Payment Disputes and Chargebacks

If you have any issue with your order, please contact us before filing a chargeback or payment dispute. We are often able to resolve legitimate concerns directly.

Fraudulent or abusive chargebacks may be disputed using order records, tracking data, delivery confirmation, customer communications, and any other relevant evidence.

Contact

For any issue with your order, please contact:

info@nubiogen.com