Returns & Refunds

NZM-Labs supplies temperature-sensitive, lot-traceable research materials to research organisations. Because these products cannot be re-released into stock once they have left our control, all sales are final once an order has been dispatched, except in the cases set out below.

Damaged, defective, or incorrect items

If an order arrives damaged, with a compromised vial seal, or does not match what you ordered, contact us within 7 days of delivery at our contact page with your order number, the lot number, and photographs of the issue. Confirmed cases are resolved by replacement or, where replacement is not possible, a refund.

Not eligible for return

• Opened vials or material that has left its original sealed packaging.
• Change of mind, or items ordered in error by the buyer.
• Material stored or handled outside the conditions stated on the Certificate of Analysis after delivery.
• Orders where the recipient could not satisfy research-organisation status.

B2B research supply

Orders are placed by research organisations on a business-to-business basis. Buyers confirm research-use-only intent at checkout. Statutory consumer withdrawal rights that apply to consumer purchases do not apply to B2B research-supply transactions.

Refund processing

Approved refunds are issued to the original payment method within [REFUND_WINDOW] working days of the claim being accepted. You will receive email confirmation when a refund is processed.