POLICY, REFUNDS
Refund Policy.
Fair and fast. If something is wrong, we make it right. Here is exactly how.
Unopened vials, 14-day window.
If you change your mind, you have 14 days from delivery to return any unopened, factory-sealed vial for a full refund.
- Email support@nextlevel-labs.com with your order number and the SKU(s) you want to return
- We will send return shipping instructions within 1 business day
- Customer pays return shipping
- Once received and verified factory-sealed, refund is issued within 5 business days to your original payment method
Damaged in transit.
If your order arrives damaged (cracked vial, leaking, broken seal), we replace it free, no return required.
- Within 48 hours of delivery, photograph the damaged item AND the outer packaging
- Email photos + your order number to support@nextlevel-labs.com
- Replacement ships within 1 business day
- You do not need to return the damaged product, just dispose of it safely
Wrong product shipped.
If we ship you the wrong SKU, we fix it at our cost:
- Within 48 hours of delivery, photograph the label of what you received
- Email support@nextlevel-labs.com with your order number + photo
- We send a prepaid return label for the wrong product AND ship the correct product immediately
Purity guarantee.
Every new NLL lot runs a 7-point QC panel (identity, purity, quantity, sterility, endotoxins, heavy metals and a fentanyl screen) at independent third-party labs (ILS Laboratories, MDx BioAnalytical, Freedom Diagnostics, Chromate and Bioviridian), and the vendor is graded by Finnrick. If you independently test a vial and the result does not match our published COA for that batch, we will issue a full refund AND you keep the product. No questions, no return required.
Email support@nextlevel-labs.com with: your order number, the SKU, and the lab report showing the discrepancy.
Non-returnable items.
For safety and product integrity reasons, the following are non-returnable:
- Opened or punctured vials (seal broken)
- Reconstituted vials
- Bacteriostatic water once opened
- Custom or special-order products
If a non-returnable item is defective or damaged on arrival, the damage-in-transit policy above still applies.
No resale of returned product.
Returned product is destroyed and not resold to any other customer. This applies regardless of whether the original packaging appears intact. This policy protects every downstream customer's chain of custody and ensures every shipped vial originates from a sealed cohort.
Refund timing.
Once a return is approved or a refund is issued, processing time is:
- Card, Apple Pay, Google Pay: 5-10 business days back to the original payment method, depending on your bank
- Venmo: 1-3 business days
- Zelle: 1-3 business days
- Bank transfer: 3-5 business days
Cancellation before shipping.
You can cancel any order before it ships for a full refund. Email support@nextlevel-labs.com with your order number. Orders paid before 5pm ET on a business day ship that same day, so move quickly.
Chargebacks.
Please email us first before initiating a chargeback. Most disputes are resolved within 24 hours by email. Chargebacks filed without first contacting us may result in account suspension and inability to order from NLL in the future.
Contact.
All refund questions: support@nextlevel-labs.com. Include your order number for fastest service. We respond within 1 business day.
