Return & Refund Policy

Simplifying Solutions for Your Research Success

At NovoPro, we understand that returning physical products can disrupt your critical research timelines. While our stringent QC processes (including HPLC >95% purity, LC-MS, and bioactivity validation) ensure minimal defects, we further streamline resolution through a flexible, hassle-free policy:

1. Satisfaction Guarantee: No Return Required (Most Cases)

To prioritize your convenience:
Automatic Refund/Reshipment
If you report dissatisfaction within 30 days of delivery, we typically:

Issue immediate refunds without requiring product return for items under $[500] value (or specify general terms, e.g., "standard catalog products").
Arrange free reshipment of replacements for urgent needs.

High-Value Product Exceptions
For specialized/custom items or orders exceeding $[500]:

Return may be required to prevent fraud.
We cover return shipping costs and guide you through a simplified process.

2. How It Works

Step 1: Notify Us Promptly
Email support@novoprolabs.com within 30 days with:

Order number & product details.
Clear description of the issue (e.g., "HPLC purity mismatch," "bioactivity concerns").

Step 2: Quick Resolution

Low-Value Items: Expect refund/reshipment confirmation within 24 hours—no return needed.
High-Value Items: Receive a prepaid shipping label and RMA form if return is required.

Step 3: Optional Data Sharing (Accelerated Support)
To help us improve, you may optionally provide:

Experimental data highlighting the issue.
Batch-specific QC requests.

3. Non-Returnable Items

To protect lab safety and IP:
⚠️ Destroy & Confirm (Optional)
For hazardous/biodegradable materials:

You may dispose of the product locally following safety protocols.
Submit disposal confirmation (e.g., signed certificate, photo) to process refunds.

4. Transparency & Fairness

Fraud Prevention: We reserve the right to request returns or evidence for recurring claims.
Global Compliance: Automatic refund thresholds may vary by region due to regulatory requirements.
Dispute Escalation: Unresolved cases will be reviewed by our Ethics Committee within 10 business days.

5. Why We Innovate This Policy

Reduce Your Burden: Eliminate packaging/shipping efforts for minor issues.
Accelerate Science: Keep your lab focused on research, not logistics.
Environmental Responsibility: Minimize carbon footprint from unnecessary shipments.

Policy Advantages
90%+ claims resolved without return
24-hour average response time
100% covered return shipping for high-value items

Updated: [2024-05-21] | Subject to annual review to align with customer needs.

Souce: NovoPro 2015-03-18