Return & Refund Policy

All sales are generally final.

Due to the nature of our products, Noreo Labs does not generally accept returns simply because a purchaser:

• changes their mind;
• ordered the wrong product;
• ordered the wrong quantity;
• no longer wants the product;
• found a different supplier;
• decided not to use the product;
• entered the wrong shipping address; or
• failed to review the product information before ordering.

Noreo Labs may provide a replacement, refund or other remedy at its discretion where an order is:

• damaged during transit;
• materially defective;
• incorrectly fulfilled;
• missing an item;
• materially different from what was ordered; or
• otherwise eligible for a remedy under applicable law.

If a package arrives visibly damaged, document the condition of the package before opening it whenever reasonably possible.

Take clear photographs showing:

• the shipping box;
• shipping label;
• exterior damage;
• internal packaging;
• product packaging;
• the affected product; and
• any other relevant damage.

Contact Noreo Labs within 48 hours of delivery at contact@noreo.ca or WhatsApp with:

• your order number;
• institution and receiving-desk contact;
• a description of the issue; and
• photographs or video documenting the damage.

Failure to report damage promptly may make it more difficult for Noreo Labs to investigate a shipping claim, although nothing in this provision limits rights that cannot legally be limited.

If you receive an item that differs from what you ordered, contact us within 7 days of delivery.

Please provide:

• order number;
• institution name;
• photographs of the item received;
• photographs of the packaging and label; and
• a description of the discrepancy.

After verification, Noreo Labs may provide an appropriate remedy, which may include:

• replacement;
• refund;
• return instructions; or
• another reasonable solution.

Do not discard the incorrect item unless instructed to do so.

If an item appears to be missing from a shipment, contact Noreo Labs within 7 days of delivery.

We may request:

• order number;
• photographs of the package;
• photographs of the packaging contents; and
• a description of the missing item.

Noreo Labs will investigate the shipment and may provide a replacement or other appropriate remedy if the item was omitted.

If you believe a product has a genuine quality or manufacturing issue, contact us as soon as reasonably possible.

Please provide:

• order number;
• product name;
• batch or lot number;
• description of the issue;
• photographs where applicable; and
• relevant documentation or information reasonably requested by Noreo Labs.

Noreo Labs may investigate using available batch records, quality-control documentation, laboratory testing, manufacturing records, shipping records and other relevant information.

Where appropriate, we may offer a replacement, refund or other remedy.

Do not ship products back to Noreo Labs without first receiving written authorization.

Unauthorized returns may:

• be refused;
• be returned to the sender;
• delay resolution; or
• be ineligible for a refund.

If a return is approved, Noreo Labs will provide instructions regarding the return address and shipping procedure.

Where a return is authorized, the product may need to be:

• unopened;
• unused;
• in its original packaging;
• accompanied by the original order information; and
• accompanied by any applicable batch or lot information.

Because of product integrity and quality-control considerations, Noreo Labs may not accept products that have been:

• opened;
• tampered with;
• altered;
• contaminated;
• improperly stored;
• repackaged; or
• damaged after delivery due to purchaser handling.

These restrictions remain subject to applicable law.

Noreo Labs generally does not accept returns based solely on a change of mind.

This includes circumstances where you:

• no longer want the product;
• purchased the wrong product;
• purchased too many products;
• purchased by mistake;
• found a lower price elsewhere;
• changed your intended use; or
• decided not to proceed with the intended research.

Please carefully review your order before completing checkout.

Purchasers are responsible for providing an accurate institutional shipping address at checkout.

If an order has not yet shipped, contact us immediately and we may be able to update the address.

Once an order has shipped, Noreo Labs may not be able to change the delivery address.

If an order is returned to Noreo Labs because an incorrect or incomplete address was provided, Noreo Labs may, at its discretion:

• reship the order after payment of applicable additional shipping charges;
• refund the eligible product amount less applicable costs; or
• provide another reasonable solution.

Original shipping charges may be non-refundable where the issue resulted from incorrect information supplied by the purchaser.

If a purchaser refuses delivery or fails to collect a shipment, the order may be treated as a returned shipment.

Noreo Labs may deduct reasonable costs incurred as a result of the refused or unclaimed shipment from any refund where legally permitted. This may include return shipping, carrier charges and applicable handling costs.

If tracking indicates that a shipment is delayed or potentially lost, Noreo Labs may investigate with the applicable carrier.

Purchasers should contact us if a shipment has not arrived within a reasonable period after the expected delivery date.

Noreo Labs may require cooperation with carrier investigations. Where appropriate, we may provide a replacement or other remedy.

If tracking shows that a package was delivered but it cannot be located, contact us promptly.

We may ask you to:

• check around the delivery location and receiving desk;
• check with building management or authorized personnel;
• contact the shipping carrier; and
• provide additional information necessary for investigation.

Noreo Labs may investigate the matter with the carrier before determining whether a replacement or refund is appropriate.

If a refund is approved, the refund will generally be issued to the original payment method.

Depending on the payment provider, financial institution or payment method, the time required for the refund to appear may vary.

Noreo Labs is not responsible for delays caused by banks, credit-card issuers, payment processors, cryptocurrency networks or other financial institutions.

Unless otherwise required by law or specifically agreed by Noreo Labs:

• original shipping charges are generally non-refundable;
• purchasers are generally responsible for return shipping for purchaser-initiated returns; and
• Noreo Labs may cover reasonable return shipping costs where the return resulted from a verified Noreo Labs fulfillment error or qualifying product issue.

Noreo Labs may offer exchanges where an item:

• was incorrectly shipped;
• arrived damaged;
• has a verified qualifying issue; or
• otherwise qualifies for a remedy.

Exchanges are subject to product availability. If the replacement product is unavailable, we may provide another appropriate remedy.

Orders may be cancelled only if the order has not yet been processed or shipped.

Contact Noreo Labs immediately after placing an order if you need to request cancellation.

Once an order has entered processing or has shipped, cancellation may no longer be possible.

Noreo Labs may refuse cancellation requests where fulfillment has already occurred. Nothing in this section limits rights that cannot legally be excluded.

Where an order includes free products, promotional items, discounts, bundle pricing or promotional credits, we may apply reasonable adjustments to any refund where necessary to account for the promotion, subject to applicable law.

If you purchase a product bundle, Noreo Labs may require the entire bundle to be returned where a return is legally permitted and the applicable return conditions require return of all included products.

Partial returns of promotional bundles may not be accepted unless Noreo Labs agrees otherwise or applicable law requires otherwise.

Refunds involving third-party payment methods may be subject to the applicable payment provider's processing procedures.

For cryptocurrency payments, refunds may be processed according to the method and procedures Noreo Labs specifies at the time the refund is approved.

Cryptocurrency values can fluctuate. Noreo Labs may establish the applicable refund amount based on the original transaction amount, subject to applicable law and the payment method used.

Noreo Labs reserves the right to investigate suspected fraudulent claims, false damage reports, repeated abusive refund requests, payment fraud, chargeback abuse and manipulation of return procedures.

Where permitted by law, we may restrict or refuse future transactions associated with fraudulent or abusive activity. This does not limit legitimate rights that cannot legally be excluded.

Purchasers should contact Noreo Labs before initiating a payment dispute or chargeback where there is a genuine order issue that procurement can resolve.

Nothing in this policy prevents purchasers from exercising rights provided by their payment provider or applicable law.

Noreo Labs may provide relevant transaction, shipping and communication records to a payment processor or financial institution when responding to a chargeback.

Purchasers are responsible for maintaining products in the condition in which they were received.

Noreo Labs is not responsible for issues resulting from:

• improper storage;
• exposure to unsuitable environmental conditions;
• tampering;
• contamination;
• alteration;
• unauthorized handling; or
• damage caused after delivery.

These limitations do not apply where prohibited by applicable law.

When a return or refund request is received, we may review order records, payment records, shipping records, tracking information, photographs, videos, batch information, communications and relevant quality-control records.

We may request additional information where reasonably necessary. Noreo Labs will make a determination after reviewing the available information.

Once a refund has been approved, Noreo Labs will initiate the refund within a reasonable period.

The time required for funds to appear in the account depends on the payment method and financial institution. We cannot guarantee a specific posting date controlled by a third-party payment provider.

This Return & Refund Policy does not remove, restrict or waive any statutory rights that apply to a purchase and cannot legally be excluded.

If applicable Canadian federal or provincial legislation provides rights that differ from this policy, those statutory rights will apply.

For purchasers in Quebec, applicable provisions of Quebec legislation may apply to purchases.

Nothing in this policy is intended to exclude rights that cannot legally be excluded under Quebec law. Where Quebec law provides a mandatory remedy, that remedy will apply notwithstanding any inconsistent provision in this policy.

Noreo Labs is based in Ontario and will comply with applicable Ontario requirements.

Nothing in this policy is intended to waive mandatory rights provided under Ontario law.

Noreo Labs sells to verified institutions throughout Canada.

Applicable provincial or territorial legislation may provide rights concerning refunds, defective goods, misrepresentation, warranties, cancellation, delivery and unfair business practices.

Where mandatory legislation applies, those rights prevail over conflicting provisions of this policy.

Contact Noreo Labs Inc. procurement:

• Email: contact@noreo.ca
• WhatsApp
• Contact page

Subject line: Return / Refund Request - Order #[ORDER NUMBER]

Please include:

• full name and institution;
• order number;
• email used for the order;
• product name;
• date received;
• reason for the request;
• photographs or videos where applicable; and
• any relevant batch or lot number.

Do not ship anything back until Noreo Labs provides authorization.

Purchasers are responsible for reviewing product information, order details, quantities, shipping information, billing information, eligibility requirements and the applicable Terms & Conditions before completing checkout.

By completing an order, you acknowledge that you have had the opportunity to review the applicable information.

Noreo Labs may update this Return & Refund Policy from time to time to reflect changes in law, our business, payment providers, shipping procedures, products or support processes.

The "Last Updated" date at the top of this policy will indicate when it was most recently revised.

Noreo Labs Inc.

Institutional support: contact@noreo.ca · WhatsApp · Contact page

Operating jurisdiction: Ontario, Canada. A registered business address will be published on the Site or provided in writing once confirmed.

We recommend contacting us as soon as an issue is discovered so that we can investigate and resolve it efficiently.