Refund policy
Last Updated: June 2026
Due to the nature of the products supplied by NOŪS LABS, returns, refunds, replacements, and exchanges are subject to the conditions outlined in this Policy.
This Refund Policy should be read alongside our Terms of Service, Privacy Policy, and Shipping Policy.
1. Change of Mind
NOŪS LABS does not offer refunds, returns, exchanges, or store credit for change-of-mind purchases.
Customers are responsible for reviewing all product information carefully prior to placing an order.
2. Order Cancellations
Orders may be cancelled prior to dispatch.
Where an order is cancelled before dispatch, we may issue a refund to the original payment method.
Once an order has been dispatched, it cannot be cancelled.
3. Incorrect Items Supplied
Customers must notify us within 7 days of delivery if they believe an incorrect item has been supplied.
Claims may require supporting evidence, including photographs of products, packaging, and shipping labels.
Where an investigation confirms that an incorrect item has been supplied, an appropriate resolution may be offered in accordance with this Policy and applicable New Zealand law.
4. Damaged Goods
If a product arrives damaged, customers must notify us within 7 days of delivery.
Claims may require supporting evidence, including photographs of the product, packaging, shipping labels, and any additional information reasonably requested.
Failure to provide sufficient supporting evidence may result in the claim being declined.
Where damage is verified, we may seek to provide a replacement product before considering a refund.
5. Lost Shipments
Where courier tracking does not confirm successful delivery, we may investigate the shipment and liaise with the courier provider where appropriate.
Customers may be required to provide additional information to assist with the investigation.
Any resolution offered following that investigation will be subject to this Policy and applicable New Zealand law.
6. Non-Returnable Goods
Unless otherwise required by applicable New Zealand law, products supplied by NOŪS LABS are non-returnable once dispatched.
Products that have been opened, used, altered, damaged after delivery, or otherwise handled beyond what is reasonably necessary to inspect them are not eligible for return, replacement, or refund.
7. Approved Resolutions
Where a claim is approved, we may:
Provide a replacement product; provide a refund where a refund is considered the most appropriate resolution; or provide another reasonable resolution based on the circumstances.
Where appropriate, we may seek to provide a replacement product before considering a refund.
NOŪS LABS does not offer refunds based on individual expectations, preferences, opinions, or intended outcomes.
Refund eligibility does not extend to claims relating to research outcomes, experimental results, efficacy, suitability for a particular purpose, or any expectation regarding product performance.
Products supplied by NOŪS LABS are sold exclusively for scientific, laboratory, analytical and in-vitro research purposes. NOŪS LABS makes no representation, warranty, or guarantee regarding any research outcome, result, performance, or application arising from the use of its products.
8. Abuse of Policy
We reserve the right to refuse, limit, or decline refund, replacement, return, or compensation requests where fraud, misuse of products, abuse of this Policy, chargeback abuse, or other suspicious activity is reasonably suspected.
9. Consumer Rights
Nothing in this Policy is intended to limit, exclude, or modify any rights or remedies available under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other applicable New Zealand law.
Contact
NOŪS LABS
New Zealand
Email: support@nouslabs.co.nz
Website: https://nouslabs.co.nz