Returns and Refunds Policy

Research Products sold by Nexum Labs are intended for experimental laboratory use. Because certain items are sensitive and their integrity must be preserved, returns are subject to specific rules.

Applicable rules may differ depending on the Product category, the status of the Buyer, whether the transaction is professional or consumer in nature, and applicable mandatory provisions.

This Policy applies to the catalogue’s four categories: Research Products, Topical Cosmetic Products, Supplies, and Stacks. Stacks are subject to the rules of the most restrictive category among their components.

Injection pens: no returns

Injection pens cannot be returned or exchanged. Their contents deteriorate when stored at room temperature, and Nexum Labs has no way to verify the cold chain once the parcel has been delivered. A returned pen therefore cannot be reintroduced into a safe supply chain: accepting it would mean putting it back on sale without any guarantee of its integrity.

This exclusion falls under the exception for goods liable to deteriorate rapidly. It does not affect statutory guarantees: a pen delivered damaged, incorrect, or non-conforming will still be handled under Section 11.

Subject to applicable law, a return may be accepted when:

• the Product is unopened;
• the original seal is intact;
• the packaging is complete and undamaged;
• the Product has not been handled;
• the Product has been stored under appropriate conditions;
• the request is made within the applicable time limit.

Any Product that has been opened, handled, altered, or stored in uncontrolled conditions may be refused for return, subject to applicable mandatory rights.

Any return request must be made within the applicable time limit, stated in the order confirmation and running from receipt of the Products.

Where a mandatory right of withdrawal applies to the Buyer, the relevant time limit takes precedence (see Section 12).

All return requests must be made using the contact method indicated on the Site, specifying the order number and the reason for the request.

Return authorisation is issued before anything is sent back. No Product may be shipped without prior approval: an unauthorised return may not be processed.

Return costs may be borne by the Buyer, unless applicable law or the nature of the issue requires another solution, including when a Product is non-conforming or damaged, or an error is attributable to Nexum Labs.

The returned Product remains the sender’s responsibility until it is actually received, to the extent permitted by applicable law. Tracked and insured shipping is recommended.

After receipt, the returned Product is inspected to verify compliance with the eligibility conditions set out in Section 3.

If the return is accepted:

• the refund is made to the original payment method where technically possible;
• another method may be offered where the original payment method does not allow a direct refund;
• banking or technical processing times may vary.

Original shipping charges are not refundable, except where required by law or where an error is attributable to Nexum Labs.

Nexum Labs may refuse a refund if the return conditions are not met, subject to applicable mandatory rights.

Where permitted by law, the following may in particular be excluded from return:

• Products that have been opened or handled;
• Products with a broken seal;
• Products that have been stored improperly;
• Customised Products and special orders;
• Products that can no longer be reintroduced into a safe commercial supply chain;
• Injection pens, in any condition, for the storage-related reasons set out in Section 2.

If a Product is received damaged, incorrect, or incomplete, the Buyer is asked to contact Nexum Labs as soon as possible. Notification within 48 hours is recommended to help process the case.

The Buyer should provide:

• the order number;
• a description of the issue;
• photographs of the Product;
• photographs of the packaging;
• any other useful information.

Purpose of this time limit

The 48-hour period is an operational recommendation intended to speed up processing. It does not remove any mandatory rights the Buyer may have, including under statutory guarantees applicable in their jurisdiction.

Research Products are intended for professional Buyers acting in the course of their business. For these Buyers, consumer withdrawal rights are not intended to apply.

Where a Buyer acts as a consumer and the sale is legally available to them, they may benefit from a right of withdrawal under the conditions and time limits provided by the regulations applicable in their jurisdiction.

However, this right may not be exercised, in accordance with exceptions generally provided by those regulations, for:

• sealed Products that cannot be returned for health protection or hygiene reasons and that were unsealed after delivery;
• Products made to specific specifications;
• Products liable to deteriorate rapidly, including injection pens.

No return may be shipped before return authorisation has been obtained.