Refund Policy
Our approach to order issues, returns, and customer satisfaction
Store Credit Based Resolution
At NovaChemics, we focus on finding solutions that work for both parties. While refunds are very uncommon, we are committed to ensuring customer satisfaction through store credit and other resolutions.
Each case is evaluated individually, and we work to find fair solutions for any legitimate issues.
Our Resolution Philosophy
At NovaChemics, we believe in fair and practical solutions when issues arise with orders. Our approach prioritizes store credit as the primary resolution method for several reasons:
- Continuous Research Support: Store credit ensures you can continue your research without interruption
- Flexible Solutions: Credit can be used for any products in our catalog
- Immediate Resolution: Store credit is issued immediately upon case resolution
- Relationship Building: We prefer to maintain long-term relationships with researchers
Case-by-Case Evaluation
Every situation is unique. We carefully evaluate each case based on its specific circumstances, evidence provided, and our ability to verify the issue. Our goal is always to find a fair resolution that maintains trust and supports your research needs.
Eligible Scenarios for Store Credit
Lost Packages
When a package is confirmed lost in transit and cannot be delivered.
Requirements: Proof of non-delivery, tracking information, and reasonable investigation period.
Quality Issues
Documented issues with product quality, purity, or consistency.
Requirements: Evidence of quality issues, batch information, and research documentation.
Shipping Errors
When we make an error in order fulfillment or shipping.
Requirements: Documentation of error, photos if applicable, order details.
The Resolution Process
How We Handle Resolution Requests
Contact Support
Email us at support@novachemics.com with your order number and detailed description of the issue. Include any relevant evidence or documentation.
Case Investigation
Our team investigates the issue, which may include verifying tracking information, checking order details, and reviewing provided evidence. This typically takes 1-3 business days.
Resolution Proposal
We propose a resolution, which is typically store credit. The amount is determined based on the specific circumstances and evidence provided.
Credit Issuance
Once agreed upon, store credit is immediately applied to your account. You'll receive confirmation and can use the credit for future orders.
Timeframe for Claims
Please contact us within 7 days of delivery for any issues with your order. For lost packages, allow reasonable time for delivery (typically 10 business days beyond our 3-day guarantee) before filing a claim.
Non-Refundable Scenarios
Situations Not Eligible for Store Credit or Refunds
Customs Issues
Orders refused, seized, or delayed by customs authorities
Legal Changes
Changes in legal status of products after purchase
Opened Products
Products that have been opened, used, or tampered with
Incorrect Address
Packages undeliverable due to incorrect shipping information
Additional Non-Eligible Situations
- Change of mind or research direction after purchase
- Products that have been stored improperly after delivery
- Minor packaging issues that don't affect product integrity
- Orders placed in error (contact us immediately if this occurs)
- Shipping delays beyond our control (weather, carrier issues, etc.)
Payment-Specific Policies
Cryptocurrency Payments
For orders paid with cryptocurrency, any store credit issued will be based on the USD value of the order at the time of purchase, not the current cryptocurrency value.
Traditional Payment Methods
For credit card, bank transfer, or other traditional payment methods, store credit is typically issued rather than monetary refunds. In exceptional circumstances where a refund is approved, processing may take 7-14 business days.
Payment Verification
All resolution processes require verified payment. Cases cannot be processed until payment confirmation is complete through our manual payment verification system.
Legal & Compliance Notes
Research Use Acknowledgement
By purchasing from NovaChemics, you acknowledge that all products are for research purposes only. We cannot accept returns or issue credit for products that have been used in research, as this compromises product integrity and safety.
Jurisdictional Considerations
This refund policy applies regardless of the purchaser's location. However, local consumer protection laws may provide additional rights that are not affected by this policy.
Product Liability
NovaChemics products are sold for research purposes only. Researchers assume full responsibility for proper handling, storage, and use according to applicable safety guidelines and regulations.
Need Assistance With an Order?
Our support team is here to help resolve any issues you may encounter.
Include your order number and detailed description of the issue for fastest resolution.