Refunds & Returns
Last updated: September 2026
At NRVE, we take the quality, integrity and appropriate handling of our research materials seriously. Due to the specialist nature of these products and the importance of maintaining product integrity and contamination controls, specific conditions apply to returns, refunds and replacements.
Unopened Products
We are happy to accept returns of eligible products where:
- The product is unopened and unused.
- All original seals remain intact and unbroken.
- The product is returned in its original packaging.
- The product is in the same condition in which it was supplied and is suitable for resale.
Please contact NRVE before returning an item so that we can provide the appropriate return instructions.
Unless the product is faulty, damaged, incorrect or otherwise not as described, the customer is responsible for the cost of returning the item.
Once the returned product has been received and inspected, we will confirm whether the return has been accepted. Approved refunds will be issued to the original payment method where reasonably possible.
Opened or Unsealed Products
Due to the specialist nature of our research materials, we are unable to accept products back into stock once their protective seal, tamper-evident packaging or other contamination-control packaging has been opened, removed or broken.
Once opened, NRVE cannot verify the product’s subsequent storage, handling or contamination status.
For this reason, opened, used or unsealed products are not eligible for a change-of-mind return or refund.
This does not affect your statutory rights where goods are faulty, damaged, incorrectly supplied or not as described.
Reconstitution, Preparation & Handling
Some NRVE research materials may require reconstitution or other preparation before laboratory research can be conducted.
The quality and appearance of a reconstituted research material can be affected by factors outside NRVE’s control, including the reconstitution method, diluent used, handling technique, storage conditions, temperature, contamination, agitation and other preparation or environmental factors.
NRVE therefore cannot provide a refund solely because a product has been incorrectly or poorly reconstituted, prepared, handled or stored after opening.
Where a customer believes there may instead be a genuine issue with the supplied research material, they should contact NRVE with the relevant order and product information.
Replacement Review
Although an opened or reconstituted product will generally not qualify for a refund where the issue results from preparation or handling, NRVE may provide a replacement where the applicable replacement criteria are met.
To assess a replacement request, we may ask for information including:
- Order number and product details.
- Batch or lot number.
- Photographs or video showing the product and the reported issue.
- Details of the condition of the product before reconstitution.
- Details of the preparation/reconstitution process used.
- Details of the diluent or other materials used during preparation.
- Relevant storage and handling information.
- Any other reasonable information required to determine the likely cause of the issue.
Replacement requests will be reviewed on a case-by-case basis.
Where the information provided reasonably indicates a genuine product or supply issue, NRVE will provide an appropriate remedy in accordance with the customer’s legal rights.
Where the evidence indicates that the issue arose from incorrect reconstitution, contamination, inappropriate storage, handling or another factor occurring after the product was supplied, the product will not qualify for a refund.
NRVE may nevertheless offer a replacement product at its discretion where the circumstances meet our replacement criteria. Any such discretionary replacement does not constitute an admission that the original product was defective.
Repeated replacement claims, or claims where the requested evidence cannot reasonably be provided, may require further review before a replacement is authorised.
Damaged, Faulty or Incorrect Orders
If your order arrives damaged, appears faulty, has been supplied incorrectly or does not match what you ordered, please contact us as soon as possible.
Please provide your order number together with photographs of the product, packaging and any damage where appropriate.
Where possible, please retain the product and all original packaging while your claim is being reviewed. Do not dispose of an affected product unless necessary for safety reasons or instructed to do so by NRVE.
Following our review, we will provide the appropriate remedy where required.
Cancellations
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
Where we are able to stop the order before dispatch, we will cancel it and arrange a refund.
Where an order has already been dispatched, the applicable returns conditions above will apply.
Refunds
Once an eligible return has been received and inspected, we will notify you of the outcome.
Where a refund is approved, it will normally be returned using the original payment method. The time taken for funds to appear in your account may vary depending on your bank or payment provider.
Original delivery charges and return postage will be handled in accordance with applicable UK consumer law.
Research Use Only
NRVE research materials labelled “For Research Use Only” are supplied solely for their stated research purpose.
NRVE research materials are not for human or veterinary use.
Customers are responsible for ensuring that research materials are appropriately stored, handled and used within their intended research context.
NRVE cannot verify the handling, storage, preparation or contamination status of a product after its protective packaging has been opened or compromised.
Statutory Rights
Nothing in this Returns & Refund Policy is intended to exclude, restrict or otherwise affect any rights or remedies that cannot legally be excluded under applicable UK law.
Where you are purchasing as a consumer, you may have additional rights under legislation including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Where a product is genuinely faulty, damaged, incorrectly supplied or not as described, your statutory rights take precedence over any discretionary replacement provisions contained within this policy.
Contact Us
To request a return, report a product issue or submit a replacement request, please contact NRVE through the contact details provided on our website.
Please include your order number, product name and batch/lot number where available. For product-integrity or reconstitution-related enquiries, please also include photographs and the relevant preparation and storage information so that we can investigate the issue.