Refund & Return Policy

1. Refund Eligibility Window

You may request a refund within 30 calendar days of delivery. The delivery date is determined by the carrier's tracking confirmation. Requests received after the 30-day window are not eligible for a refund.

2. Conditions for Return

To be eligible for a refund, the product must meet all of the following conditions:

• Unopened and sealed: the product must be in its original, unopened packaging with all seals intact.
• Original packaging: the product must be returned in the same packaging it was shipped in, including any protective materials.
• Undamaged: products that have been damaged by the customer are not eligible. (Products damaged during shipping are covered — see Section 5.)

Opened products are not eligible for return or refund due to the nature of research chemicals and quality assurance requirements. Once a seal is broken, we cannot verify product integrity and therefore cannot accept a return.

3. How to Request a Refund

To initiate a refund, follow these steps:

1. Contact our support team at support@nustandard.com with your order number and reason for the return request.
2. Receive a Return Merchandise Authorization (RMA) number. Our team will review your request and, if eligible, issue an RMA number within 2 business days. Do not ship a return without an RMA number — unauthorized returns will not be processed.
3. Ship the product back. Package the product securely and ship it to the return address provided with your RMA. You are responsible for return shipping costs unless the return is due to our error (wrong item, damaged in transit, or quality defect).
4. Inspection and processing. Once we receive and inspect the returned product, we will notify you of the refund approval or rejection within 3 business days.

4. Refund Processing Timeline

Once a return is approved, your refund will be processed as follows:

• ACH/eCheck payments: refund issued within 5–7 business days.
• Credit/debit card payments: refund issued within 5–10 business days. The exact timing depends on your card issuer.
• Cryptocurrency payments: refund issued in the original cryptocurrency or as store credit at the current USD equivalent, within 5–7 business days.

You will receive an email confirmation when your refund has been processed. If you do not see the refund in your account after the stated timeframe, please contact your financial institution first, then reach out to our support team.

5. Damaged or Incorrect Shipments

If your order arrives damaged or you received the wrong product, contact us within 7 calendar days of delivery with:

• Your order number.
• Photos of the damaged product and packaging, or a description of the incorrect item received.

We will ship a replacement at no additional cost or issue a full refund including original shipping charges. Return shipping for damaged or incorrect items will be covered by NuStandard Labs.

6. Restocking Fee

No restocking fee is charged on standard returns within the 30-day window that meet the eligibility conditions described in Section 2.

7. Non-Refundable Items

The following are not eligible for refund or return:

• Products that have been opened, used, or had seals broken.
• Custom or special-order products (clearly marked at purchase).
• Products returned without a valid RMA number.
• Requests submitted after the 30-day refund eligibility window.

8. Cancellations

Orders may be cancelled for a full refund if the cancellation request is received before the order has been shipped. Once an order has been shipped, it is subject to the standard return process described above.

To request a cancellation, email support@nustandard.com with your order number as soon as possible.

9. Disputes

If you have a concern about a charge on your account, please contact us before filing a dispute with your bank or card issuer. We are committed to resolving issues quickly and fairly. Contacting us directly allows us to investigate and resolve the matter faster than the formal dispute process.

Reach our support team at support@nustandard.com — we typically respond within 1 business day.

10. Contact Us

For refund or return questions: