Refund policy
Last Updated: October 27, 2026
At Nexora Labs, customer satisfaction comes first. Every order is backed by our 30-Day Money-Back Guarantee. If you are not completely satisfied with your purchase, we are here to make things right.
Return Eligibility
You may request a refund within 30 days of delivery. Unopened vials in their original, sealed packaging are eligible for a refund under our 30-Day Money-Back Guarantee. Due to the nature of these materials, opened vials cannot be returned. To qualify, your request must be submitted within the 30-Day window from the date your order was delivered.
Non-Refundable Items
The following are not eligible for refund:
- Requests submitted after the 30-Day window has ended.
- Opened vials, or vials whose seal has been broken.
- Free or bonus items included as part of a promotion (if a multi-vial bundle is returned, the full bundle must be returned together).
- Products damaged by misuse, improper storage, or mishandling after delivery.
- Orders determined to be fraudulent or involving suspected abuse of our guarantee.
How to Start a Refund
To begin a refund request, please follow these steps:
- Email our support team at support@thenexoralabs.com with your order number and the reason for your request.
- Our team will reply with return instructions, including the return address and any additional details required to process your refund.
- Pack the item securely and ship it back using a trackable shipping service. We recommend keeping your tracking number until your refund is processed.
- Once we receive and inspect the return, your refund will be issued to the original payment method.
Shipping Costs
Original shipping charges are non-refundable unless the return is due to our error or a defective product. Unless we indicate otherwise in writing, return shipping costs are the responsibility of the customer.
Refund Method and Timing
Approved refunds are issued to the original payment method used at checkout. After we receive your returned item, please allow 5–10 business days for the refund to be processed on our end. Depending on your bank or card issuer, additional time may be required before the funds appear on your statement.
Damaged or Incorrect Orders
If your order arrives damaged, you received the wrong item, or a product does not match its Certificate of Analysis (COA), please contact us at support@thenexoralabs.com within 30 days of delivery with photos of the packaging and product. We will work with you to make it right at no additional cost.
Contact Information
Questions about this Refund Policy or the 30-Day Money-Back Guarantee should be sent to us at support@thenexoralabs.com.