Refund Policy

Due to the sealed, temperature-sensitive nature of our products, we cannot accept returns of any item once it has shipped, whether or not the seal has been broken. This protects the integrity of the cold-chain for every customer and is standard practice across the research-compound industry.

If your order arrives damaged, visibly compromised, or does not match what you ordered, contact us within 48 hours of delivery with:

• Your order number.
• Clear photos of the item and its packaging as received.
• A brief description of the issue.

Once verified, we will offer a replacement or a full refund to your original payment method, at your choice.

If tracking shows no movement for an extended period or your order is confirmed lost in transit, we will investigate with the carrier and, where appropriate, send a replacement or issue a refund.

Orders can be cancelled free of charge only before they enter fulfilment. Once an order has been packed for cold-chain shipment, it can no longer be cancelled or modified. Contact us as soon as possible if you need to change or cancel an order.

Approved refunds are issued to your original payment method within 5–10 business days, though your bank or card provider may take additional time to reflect the funds.

Email hello@novera.studio with your order number and the details above, and our team will respond within one business day.