Return policy.

Once a shipment leaves our facility, the product’s lot integrity becomes uncertifiable from our side: we have no insight into how it was stored, handled, or used. For that reason, NextGen does not accept returns and does not issue refunds for buyer remorse, ordering errors, change of research direction, or unused inventory.

By placing an order you confirm that you have reviewed the product page, the Certificate of Analysis, the size, and the quantity before checkout. We are unable to swap one compound for another after an order is placed.

If we ship the wrong compound, the wrong size, or the wrong quantity, contact support@nextgen.lab within 48 hours of delivery with a photo of the packing slip and the vials as received. We will dispatch the correct item from a fresh lot at no cost to you. The original (incorrect) shipment must remain sealed.

If the outer container, the vial seal, or the cold-chain pack arrives visibly compromised, do not break the seal. Photograph the damage at receipt, decline the parcel if possible, and contact support@nextgen.lab within 48 hours of delivery. We will re-ship from a fresh lot once the damage is confirmed.

Every shipment ships with a thermal log retrievable from your order page. If the log indicates an excursion outside the lot’s storage specification on arrival, contact support within 48 hours of delivery. We will re-ship from a fresh lot at no charge.

Excursions that occur after the parcel has been opened or transferred out of our packaging are outside our control and are not covered.

If a sealed vial fails your buyer-side QC against the published CoA, contact support@nextgen.lab with your assay readout, the lot number, and the order number. Confirmed lot defects are replaced or, at our option, refunded.

Claims must be filed within 14 days of receipt. Disputes raised after that window — or against vials that have been resuspended, frozen-thawed multiple times, or stored outside the published specification — cannot be honored.

Opened vials, lyophilized product that has been resuspended, accessories (bacteriostatic water, syringes), and any item whose tamper-evident seal has been broken. These categories are exempt from return for chain-of-custody, safety, and lot-integrity reasons.

Email support@nextgen.lab with your order number, the lot number, photos of the product as received, and a brief description of the issue. Please include the assay readout if you are filing a defect claim. We respond within one business day.

Returns shipped without a Return Authorization number will be refused at the dock and discarded; no credit will be issued.

Nothing in this policy is intended to limit any non-waivable statutory right you may have under applicable law. To the maximum extent permitted, all sales of NextGen research-use-only materials are final.