Refunds & returns

Cancel within 24 hours for any reason. If something arrives wrong, we fix it.

Cancelling an order

Use the cancel option on the order in My Orders, or email support@nyxolabs.com with your order number. No reason needed.

In-stock items are packed for dispatch within 24 hours, so after 24 hours an in-stock order is committed and can’t be cancelled. Once any order has shipped, we can’t refund it for a change of mind, a wrong compound or size, or because it is no longer needed.

Damaged, incorrect or missing items

Contact us within 7 days of delivery with your order number and photos of the packaging and contents. We replace or refund any verified issue at our cost. After 7 days we can no longer file a carrier claim, so claims can’t be accepted.

Lost in transit

If tracking stalls, tell us and we open a carrier trace. A parcel confirmed lost is replaced or refunded in full. The 7-day limit doesn’t apply to a parcel that never arrived.

Failed lots

A lot ships only after it passes testing. A lot that fails is destroyed and never sold. If a compound is out of stock while a lot is being tested, use Notify me on its page and we email you when it is back.

Non-returnable items

Opened or unsealed vials can’t be returned. These are temperature-sensitive research materials, so nothing that has left us goes back into stock. A sealed item can be returned only if we agree in writing first.

Free items and partial refunds

A free item — a gift vial, a free diluent or any promotional item — is part of the order it came with. If the paid items are refunded, the free item must be returned unopened or its retail value is deducted. If only part of an order is refunded, any threshold the order met (free shipping, gift tiers, bundle pricing) is recalculated and the difference deducted.

Before you dispute a charge

Please email us first. We resolve every genuine issue, and it is faster than a chargeback.