ALL SALES ARE FINAL
Due to the nature of our products, all sales are generally considered final. Exceptions are made for damaged or incorrect items only.
1. GENERAL POLICY
All purchases made through NORTHLABS are final sale. Due to the nature of our products, we cannot accept returns for change of mind, incorrect ordering, or buyer's remorse.
Please review your order carefully before completing checkout. Ensure product selection, quantities, and shipping address are correct.
2. EXCEPTIONS
We will address issues in the following cases:
- Damaged items — product arrived broken, leaking, or visibly tampered with
- Wrong items — you received a product different from what you ordered
- Missing items — your order is incomplete or items are missing from the shipment
You must contact us within 48 hours of delivery to report any of the above issues. Include photos of the damaged or incorrect items.
3. HOW TO REQUEST A RETURN
If your order qualifies for an exception:
- Contact support via our Contact page or email northlabsoffice@proton.me
- Include your order number
- Provide photos of the issue (damaged packaging, wrong product, etc.)
- Describe the problem clearly
We'll review your request and respond within 24-48 hours.
4. REFUND METHOD
Approved refunds are issued as Nova Points credit to your account balance. We do not process refunds to external payment methods.
Credits are applied within 24 hours of approval and can be used immediately on future orders.
5. SHIPPING COSTS
Original shipping costs are non-refundable in all cases. If a replacement shipment is required due to our error, we will cover the shipping cost for the replacement.
QUESTIONS?
For return or refund inquiries, contact us or email northlabsoffice@proton.me. Include your order number for faster assistance.