We want every order to arrive correct and intact. Here is how refunds and replacements work.
Damaged, incorrect, or missing items
If your order arrives damaged, contains the wrong item, or is missing something, contact us within 7 days of delivery at contact@nuvionlabs.co or through the Report an issue button on the order in your account. Include your order number and a photo of the issue. We will send a replacement or issue a refund, at our choice, at no cost to you.
Unopened products
Because our products are research compounds that must be stored under controlled conditions, we cannot accept returns of products once they have shipped, even if unopened, unless the item was damaged, incorrect, or missing as described above.
Orders not yet shipped
If you need to change or cancel an order and it has not shipped, contact us right away. Orders that have not yet been paid can be cancelled at any time. Paid orders that have not shipped can be cancelled for a full refund.
Unpaid orders
Orders that remain unpaid after 7 days are cancelled automatically and the items are returned to stock. Placing a new order is the fastest way to reorder.
Lost packages
If tracking shows a package as delivered but you did not receive it, check with neighbors and your carrier first, then contact us within 7 days. If tracking shows a package lost in transit, we will file a claim with the carrier and send a replacement or refund.
How refunds are paid
Refunds are returned by the same method you paid with (Zelle, Venmo, or Cash App), or as store credit if you prefer. Refunds are processed within 5 business days of approval. Where an order used a discount, the refund is for the amount actually paid.
Merchandise
Clothing and merchandise are printed to order. We accept exchanges or refunds for defective or incorrect merch items within 14 days of delivery. We cannot accept returns for size or preference, so please check the size guide before ordering.
Contact
Nuvion Labs LLC
contact@nuvionlabs.co