Returns policy

All sales are final. This page explains why, and sets out the narrow circumstances in which we will still put something right.

All sales are final

Novapure does not accept returns and does not issue refunds for change of mind, ordering the wrong option, no longer needing the material, or a change in your research plan.

This is not an arbitrary term. These are research materials whose storage conditions cannot be verified once they have left our custody. An item that has been out of our control cannot be certified as having been held correctly, so it cannot be resold and cannot be returned to stock. Accepting it back and reselling it would put material of unknown provenance in front of the next laboratory.

Check the product, the option code, the strength and the pack format before you confirm an order. If you are unsure which option you need, ask us before ordering rather than after.

Where we will put it right

The finality above applies to your decision to order, not to our performance. If the fault is ours, we will resolve it. That covers:

• An order that was never delivered.
• A shipment that arrived damaged.
• A shipment that did not contain what you ordered, or was short.
• A product materially different from its description on this site.

How to raise one

Contact us with the order number and a description of the problem. For damage or an incorrect shipment, include photographs of the outer packaging and the vials taken before handling them further — this is the single thing that most often decides whether a claim can be resolved.

Raise it promptly. A claim made while the packaging still exists can be investigated with the carrier; one made after it has been discarded usually cannot. Do not return anything to us without being asked to — unsolicited returns cannot be accepted or credited.

Where a claim is upheld, we will replace the affected items or credit the order. Any credit is issued through the original payment method, and the time it takes to appear is set by the payment provider and your bank rather than by us.

Cancelling before dispatch

An order that has not yet been picked can be cancelled. Contact us immediately with the order number. Once an order has been dispatched it cannot be cancelled and the terms above apply.

Subscriptions are separate: you can pause, skip a cycle, change the schedule or cancel future renewals from your account at any time, without contacting anyone. Cancelling stops future renewals and does not affect an order already placed and paid for.

Your statutory rights

Nothing in this policy removes rights you hold under the law applicable to your purchase, where such rights cannot be excluded by agreement. Where those rights conflict with this policy, they take precedence.