Refund & Return Policy

What is covered

A one-time replacement is provided for products damaged in transit, incorrect items, and mislabelled items, where the claim is reported within 14 days of delivery and includes photographs of the product and the outer packaging.

One replacement per customer per order. All claims are subject to review and may be declined where the evidence is insufficient.

What is not covered

Change of mind, dissatisfaction, and any reason other than documented damage, an incorrect item, or a mislabelled item. Reconstituted or opened vials, products stored outside the conditions stated on the label after delivery, claims without photographic evidence, claims made more than 14 days after delivery, and orders without proof of purchase are not eligible.

How to make a claim

Submit a claim at nytrogene.com/returns with your order number and photographs, or email admin@nytrogene.com with the same. Claims are typically reviewed within one to two business days, and approved replacements are typically dispatched within one business day of approval.

Returning goods

Claims are settled by replacement, so there is normally nothing to send back. Do not return any product unless NytroGene asks you to. Where a return is requested, the address is NytroGene, PO Box 2116, Dearborn, MI 48123, United States.

Refunds

NytroGene does not offer refunds for change of mind or dissatisfaction. Claims are settled by replacement. Where NytroGene issues a refund at its discretion in place of a replacement, it is returned by the same method the order was paid.