Returns & Refunds
If something is wrong with your order, we put it right. Here is exactly how replacements, returns and refunds work.
At a Glance
Our Returns Promise
Report a Problem
Damaged, faulty or wrong item
Within 14 days
Free Replacement
We pay the return postage
No cost to you
Changed Your Mind
Unopened, factory-sealed boxes
Returnable within 14 days
Fast Refunds
Back to the way you paid
Within 5 working days
Damaged, Faulty or Wrong
How to Report a Problem
Tell us within 14 days of delivery
Message us on WhatsApp or email enquiries@nobelpeplab.com.
Send the details
Your order reference, photos and the batch number (see the checklist).
We send a prepaid return label
We give you the return address and cover the postage for the affected items.
You get a replacement
Sent at no cost once the problem is confirmed. If an item is out of stock, or you would rather not wait, we refund it instead.
Checklist
What to Send Us
Your order reference
It starts NPL- and is shown in your cart and in the order message you sent us.
Clear photos
Of the box, the vials and their labels, showing the damage or the item that is wrong.
The batch number
From the vial label or the Certificate of Analysis that came in the box.
The Policy
Every Situation, Covered
Changed Your Mind
Before dispatch: contact us and we cancel and refund everything you paid, including delivery. No fee.
After delivery: boxes that are unopened and still factory-sealed can come back. Tell us within 14 days of delivery and send them within 14 days of telling us. We refund the price, plus the original delivery charge if the whole order is returned. Return postage is yours to pay; please use a tracked service.
What We Cannot Take Back
Opened or unsealed boxes or vials. Once a seal is broken we cannot confirm how the contents were handled or stored, so they cannot be resold. This does not apply to items that arrived faulty.
Private-label and custom orders, which are made to your own artwork.
Lost Parcels
If tracking has not updated for 10 working days in the UK, or 15 working days for international orders, tell us. We open a claim with the carrier and reship your order at no cost. If an item is out of stock, we refund it.
Customs Seizure
Please check the import rules for your country before ordering; that is your responsibility. If customs seizes your order, send us the notice and we will reship it once at no cost. This is available once per customer; later seizures are not covered.
Purity Concerns
Every box ships with its batch-specific Certificate of Analysis. If an independent Janoshik or Freedom Diagnostic test of a sealed vial from the same batch shows it below the COA's specification, send us the report and batch number. We replace or refund the affected boxes and reimburse the cost of the test.
How Refunds Are Paid
Within 5 working days of the refund being agreed, or of returned goods reaching us, to the method you paid with. Your bank, card issuer or PayPal may take a few more days to show it.
Crypto: the USD value on your invoice, in the same coin, at the rate on the day of the refund. You always get back what you actually paid, including any bank transfer or crypto discount.
Common questions
What if my order arrives damaged, faulty or wrong?
Tell us within 14 days of delivery with your order reference, photos of the box, vials and labels, and the batch number. We send a prepaid return label, then a replacement at no cost. If the item is out of stock, or you would rather not wait, we refund it instead.
Can I return an order if I change my mind?
Yes, if the boxes are unopened and still factory-sealed. Tell us within 14 days of delivery, send them back within 14 days of telling us, and we refund the price and the original standard delivery charge. You pay the return postage. Opened or unsealed boxes and private-label orders cannot be returned.
Can I cancel an order before it ships?
Yes. Contact us before dispatch and we refund everything you paid, including delivery, with no fee.
What happens if my parcel is lost?
If tracking has not updated for 10 working days (UK) or 15 working days (international), we open a claim with the carrier and reship your order at no cost. If an item is out of stock, we refund it.
What if customs seizes my order?
Checking import rules for your country is your responsibility, but we will reship a seized order once per customer at no cost. Send us the customs notice. Later seizures are not covered.
How and when are refunds paid?
Within 5 working days of the refund being agreed, or of us receiving returned goods, to the method you paid with. Crypto refunds are the USD value on your invoice, paid in the same coin at the rate on the day of the refund.
This policy does not affect your statutory rights. The legal wording is in our Terms, section 7. Last updated 24 September 2026.
Problem With an Order?
Message us with your order reference. We usually reply the same working day.
Report a Problem on WhatsApp