Refund & Returns Policy

Last Updated

This Refund & Returns Policy was last updated on September 25, 2026.

All sales are final

Due to the nature of our products, all sales are final. We do not accept returns or offer refunds except in cases of defective products or shipping errors, as set out below.

Defective products and shipping errors

Please contact us immediately if your order has any of these problems:

• A product is defective
• You received the wrong items
• Items are missing from your order
• The package arrived damaged
• The package did not arrive within the estimated delivery window

We will work with you, and with the shipping carrier where it is a delivery problem, to put it right. Please keep all packaging and documentation until the issue is resolved.

Orders we cancel

We reserve the right to refuse or cancel any order. If we cancel an order, we refund any payment made for it.

Some research compounds cannot be shipped to every destination because of individual state law. If an item cannot lawfully be sent to your address, we will contact you and refund that item in full, and the rest of your order ships as normal. See our Shipping Policy.

What we can't refund

• Orders shipped to an incorrect address provided by the customer
• Packages lost or stolen after delivery confirmation
• Delays caused by incorrect or incomplete address information

If a package comes back to us as undeliverable — because of an incorrect address, a refused delivery, or a package that was not collected — we will contact you to arrange reshipment. Additional shipping fees may apply.

How to ask

Email support@primenexalabz.com with your order number and a short description of the problem, or use our contact form. Photos help if an item arrived damaged or incorrect.

A problem with an order is handled under the same commitment as our Complaints & Reporting process: acknowledged within two business days and resolved within seven. This policy sits alongside our Terms of Service.