Refunds & Replacements

Novanta Research stands behind the accuracy of its advertised product identity and published product specifications.

Customers who independently test a purchased product and receive results indicating a material discrepancy may submit a quality claim.

Eligible discrepancies include:

• A verified mismatch between the advertised product identity and the tested material.
• A confirmed failure to meet applicable advertised purity specifications.
• Another substantiated discrepancy involving published product specifications.

Required Documentation

Customers should provide:

1. Their original Novanta Research order number.
2. Photographs of the vial or product and its identifying labels.
3. The applicable batch or lot number, when available.
4. A complete independent laboratory report.
5. The analytical testing methodology and supporting findings.
6. Documentation reasonably establishing that the tested material originated from the purchased product.

Testing must be performed by an appropriately qualified independent laboratory using methods suitable for the material and claimed discrepancy.

Quality Claim Resolution

When a qualifying discrepancy is verified, Novanta Research will offer an appropriate remedy, which may include:

• A full refund of the affected product’s purchase price to the original payment method.
• A replacement of the affected product at no additional product cost.
• Store credit, if the customer prefers.

Reasonable, documented third-party laboratory testing costs may also be reimbursed under an approved quality claim, subject to the published guarantee terms.

Novanta Research may seek clarification from the testing laboratory or arrange additional independent verification where necessary.

Claim Submission Period

Customers are requested to submit independent laboratory quality claims within 30 calendar days of carrier-confirmed delivery.

Claims submitted outside this period may still be reviewed where required by law or where exceptional circumstances justify additional consideration.

The applicable advertised specifications, validated methods, and relevant measurement uncertainty will be considered when reviewing testing results.

Due to the specialized nature of research materials, the importance of maintaining product integrity, and potential storage or contamination concerns, Novanta Research generally does not accept physical returns of products after shipment.

However, eligible customers may qualify for a refund, replacement, or store credit under the circumstances described below.

Eligible Circumstances

Refund or replacement claims may be considered when:

• Products arrive damaged or broken.
• An order contains incorrect products.
• Products are missing from a shipment.
• A product has a verified manufacturing or packaging defect.
• Independent testing substantiates a material product-quality discrepancy.
• Another remedy is required under applicable law.

Refunds will ordinarily be processed to the original payment method.

Store credit or replacement may be offered when appropriate and accepted by the customer.

Customers should inspect their orders promptly after delivery.

If a package contains damaged, broken, missing, or incorrect items, customers are requested to contact Novanta Research within 3 calendar days of carrier-confirmed delivery.

Claim Requirements

Please provide:

• Your order number.
• A description of the issue.
• Clear photographs of affected products.
• Photographs of the original packaging and shipping label, when available.
• Additional photographic or video documentation when reasonably necessary.

Customers should retain damaged products and packaging until the claim has been reviewed.

Approved Claims

For verified claims, Novanta Research may provide a replacement, refund, or store credit, as appropriate.

Approved replacements will be shipped without additional standard shipping charges.

Failure to provide a particular photograph or retain packaging will not automatically invalidate a legitimate claim when other sufficient evidence is available.

Subject to applicable law, discretionary refunds or replacements may be unavailable when:

• A customer changes their mind after an order has shipped.
• A product was damaged through improper handling, storage, or unauthorized use after delivery.
• A customer provides materially inaccurate or fraudulent claim information.
• A product was altered or contaminated after delivery, preventing reliable assessment of the alleged defect.
• A claim lacks sufficient evidence to establish eligibility after reasonable opportunities to provide documentation.

Initiating a lawful chargeback does not automatically eliminate applicable refund or consumer protection rights.

Novanta Research may coordinate claim handling with the payment processor to prevent duplicate reimbursements.

Nothing in these Terms eliminates rights or remedies that cannot lawfully be waived.

Novanta Research aims to review complete refund and replacement claims within 3–5 business days.

Claims requiring additional documentation, carrier investigation, or independent laboratory verification may require additional processing time.

Approved refunds will be initiated promptly to the original payment method.

The time required for funds to appear depends on the payment provider and financial institution.

Approved replacement orders will generally be prepared for shipment within 3–5 business days, subject to inventory availability.

Customers will be notified when additional review time is necessary.