Returns & Refund Policy

At Novtrex, we want every order to arrive safely and accurately. This Returns & Refund Policy explains when returns, replacements, and refunds may be available for purchases made through novtrex.com.

Because our products are intended for laboratory research purposes only, certain restrictions apply to returned products.

1. Return Eligibility

Return requests must be submitted within 30 days of delivery.

To be eligible for a return, the product must:

• Be unused and unopened

• Remain in its original packaging

• Be in the same condition in which it was received

• Include the original order information or proof of purchase

Due to the nature of our research products, opened, used, altered, or tampered-with products may not be eligible for return.

2. Products That Cannot Be Returned

For safety, quality-control, and product-integrity reasons, Novtrex generally does not accept returns of products that have been:

• Opened or used

• Removed from their original sealed packaging

• Altered, contaminated, or tampered with

• Damaged after delivery due to improper handling or storage

• Returned without prior authorization

Research products must remain in their original condition so that product integrity can be maintained.

3. Damaged or Incorrect Orders

If your order arrives damaged, defective, or contains an incorrect product, please contact Novtrex as soon as possible.

We may request photographs of:

• The product

• The packaging

• The shipping box

• Any visible damage

• The shipping label

Please retain the original packaging until your claim has been reviewed.

After evaluating the issue, Novtrex may provide a replacement, store credit, or refund, depending on the circumstances.

4. Return Authorization

Please do not send products back without contacting Novtrex first.

To request a return, contact:

Email: support@novtrex.com

Include your:

• Order number

• Name

• Email address

• Reason for the return

• Photos, when applicable

If your return is approved, we will provide instructions for returning the product.

Products sent back without prior authorization may not be accepted.

5. Refunds

Once an approved return is received and inspected, Novtrex will notify you whether your refund has been approved or declined.

If approved, the refund will be issued to the original payment method used for the purchase.

Please allow your payment provider or financial institution additional processing time for the refund to appear in your account.

6. Late or Missing Refunds

If you have been approved for a refund but have not received it:

• Check your bank or credit card account again.

• Contact your credit card company or payment provider.

• Contact your bank, as additional processing time may be required.

• If you still have not received your refund, contact us at support@novtrex.com.

7. Shipping Costs

Unless the return is the result of an error by Novtrex or a product arriving damaged or defective, customers are generally responsible for return shipping costs.

Original shipping charges are generally non-refundable.

If Novtrex determines that a return is necessary because we shipped the wrong product or the product arrived damaged, we may provide return-shipping instructions or otherwise cover the applicable return shipping costs.

8. Exchanges and Replacements

Novtrex may replace products that arrive damaged, defective, or incorrectly shipped.

Replacement requests must be submitted within 30 days of delivery and are subject to review.

Due to product availability and quality-control requirements, an exchange may be handled as a replacement shipment or refund rather than a direct product-for-product exchange.

9. Sale Items

Unless otherwise stated at the time of purchase, products purchased at a promotional or discounted price are subject to the same return requirements described in this policy.

Certain promotional, clearance, or final-sale products may be designated as non-returnable at the time of purchase.

10. Order Cancellations

If you need to cancel an order, contact Novtrex as soon as possible at support@novtrex.com.

We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or shipped. Once an order has been processed or shipped, cancellation may no longer be possible and the order may be subject to the return requirements described above.

11. Research Product Disclaimer

Novtrex products are sold for laboratory research purposes only.

They are not for human or veterinary use and are not intended for diagnostic or therapeutic purposes.

Because product integrity and research-use requirements are important, opened or used research products generally cannot be returned.

12. Questions About Returns

If you have questions about this Returns & Refund Policy or need assistance with a return, replacement, or refund, please contact us:

Email: support@novtrex.com

Research Use Disclaimer

For laboratory research purposes only. Not for human or veterinary use. Not for diagnostic or therapeutic purposes.