Refund Policy

Important: Due to the nature of research chemicals and regulatory requirements, our refund policy has specific conditions. Please read carefully before making a purchase.

1. General Policy

At NueCog, we are committed to providing high-quality research compounds. However, due to the specialized nature of our products and strict regulatory requirements, refunds and returns are subject to specific conditions outlined in this policy.

All sales are considered final once products have been shipped, except in cases of defective products, shipping errors, or other circumstances described below.

2. Eligible Refund Circumstances

Refunds may be issued in the following circumstances:

2.1 Defective or Damaged Products

If you receive a product that is defective, contaminated, or damaged during shipping, you may be eligible for a refund or replacement. You must:

  • Contact us within 7 days of receiving the product
  • Provide photographic evidence of the defect or damage
  • Retain the original packaging and product
  • Not have opened or used the product (if possible)

2.2 Incorrect Product Shipped

If you receive a product that does not match what you ordered, we will replace it at no cost or issue a full refund. Contact us within 7 days of receipt with your order number and details of the error.

2.3 Order Cancellation

Orders may be cancelled for a full refund if:

  • The cancellation request is made before the order has been shipped
  • The order is cancelled by NueCog due to product unavailability
  • The order cannot be fulfilled due to verification issues

3. Non-Refundable Circumstances

Refunds will NOT be issued in the following circumstances:

  • Change of mind or buyer's remorse
  • Products that have been opened, used, or tampered with (unless defective)
  • Products damaged due to improper storage or handling after delivery
  • Delays in shipping caused by the carrier or customs
  • Failure to provide proper documentation for regulatory compliance
  • Orders placed more than 30 days ago
  • Custom or special orders

4. Return Process

If you are eligible for a return based on the circumstances above:

Step 1: Contact Us

Email us through our Contact page within 7 days of receiving your order. Include:

  • Your order number
  • Detailed description of the issue
  • Photographic evidence (if applicable)
  • Preferred resolution (refund or replacement)

Step 2: Authorization

We will review your request and, if approved, provide you with return authorization and instructions.

Step 3: Return Shipping

Products must be returned in their original, unopened packaging with all included materials. Return shipping costs:

  • Defective or incorrect items: We cover return shipping
  • Other eligible returns: Customer responsible for return shipping

Step 4: Inspection and Processing

Upon receiving the returned product, we will inspect it to verify the condition and reason for return. Refunds are typically processed within 5-10 business days after inspection.

5. Refund Methods

Approved refunds will be issued to the original payment method used for the purchase. Processing times vary by payment method:

  • Credit/Debit cards: 5-10 business days
  • Bank transfers: 7-14 business days
  • Other payment methods: As specified by the payment provider

Shipping costs are non-refundable except in cases of defective products or shipping errors on our part.

6. Replacements

In some cases, we may offer a replacement product instead of a refund. Replacement products will be shipped at no additional cost if the original product was defective or incorrectly shipped.

7. Quality Assurance

All NueCog products undergo rigorous quality control testing before shipment. Each batch includes:

  • Purity verification
  • Identity confirmation
  • Contamination screening
  • Certificate of Analysis documentation

If you have concerns about product quality, please contact us immediately with specific details.

8. Regulatory Compliance

As research chemicals are subject to strict regulations, certain conditions may prevent returns or refunds:

  • Products that cannot be legally returned due to regulatory restrictions
  • Products where chain of custody has been compromised
  • Products subject to special handling or storage requirements

9. Special Circumstances

We understand that exceptional situations may arise. If you believe your situation warrants special consideration beyond this policy, please contact us. We will review each case individually and work with you to find a fair resolution when possible.

10. Disputes

If you are not satisfied with the resolution of your refund request, you may escalate the matter by providing additional documentation or requesting a review by senior management. We are committed to resolving all disputes fairly and professionally.

11. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your use of our website after changes constitutes acceptance of the modified policy.

12. Contact Us

For refund requests or questions about this policy, please contact us through our Contact page. Include your order number and detailed information about your request.

We aim to respond to all refund inquiries within 24-48 hours during business days.