For professional laboratory research only
Shipping and returns
ORDER SUPPORT
Last updated: 1 October 2026
This policy applies to orders that Novogin may lawfully accept. Products are supplied for professional laboratory research and are not intended for use in humans or animals.
1. Destinations and eligibility
Novogin ships to the Netherlands, Belgium, Luxembourg and Germany. Available delivery methods are shown at checkout. Publication of a product page or price does not guarantee that an order can be accepted for every buyer or destination. Before accepting or dispatching an order, Novogin may request information necessary to assess destination restrictions, fraud prevention or legal requirements.
2. Processing and dispatch
An order confirmation acknowledges receipt of the order, but does not necessarily confirm acceptance. Dispatch takes place only after acceptance, any required verification and successful payment authorisation. Processing and estimated delivery information shown at checkout or in the order confirmation applies to that order.
3. Shipping costs, taxes and import charges
Shipping with PostNL costs €4.95 including VAT per order. Shipping is free on orders over €100. Shipping costs and available methods are shown before the order is submitted. Prices are displayed in EUR unless stated otherwise. The tax treatment shown at checkout is based on the information available for that transaction. For cross-border deliveries, lawful import duties, local taxes or carrier charges may apply. Novogin will not misdescribe goods for customs purposes or understate the value of a shipment.
4. Estimated delivery times and tracking
After handover to PostNL, estimated parcel delivery times are: the Netherlands usually the next delivery day, Belgium 1–2 working days, Germany 2–3 working days and Luxembourg 2–3 working days. These estimates exclude order processing time. Public holidays, busy periods or service disruptions may cause delays.
Delivery times are estimates unless expressly agreed to be binding. Tracking information is provided where the selected service supports it. Carrier scans may take some time to appear. Delays beyond reasonable control do not affect rights under mandatory law.
5. Delivery address
Check the recipient, organisation, address and contact details carefully. Contact us immediately at [email protected] if a correction is needed. Changes may no longer be possible once fulfilment has begun. Reasonable costs for reshipment or return to sender resulting from an incorrect, incomplete, refused or uncollected parcel may be charged where permitted.
6. No voluntary business returns and consumer withdrawal rights
Because products are supplied for professional laboratory research and require controlled identification, handling and traceability, Novogin does not offer business customers voluntary returns, exchanges or refunds for a change of mind. Business orders are final once accepted, except where goods are incorrect, damaged, defective or non-conforming, Novogin expressly agrees otherwise in writing, or applicable mandatory law requires a different outcome.
For consumers
The fact that products are intended solely for research does not, by itself, remove rights that cannot legally be excluded. If a buyer qualifies as a consumer and a statutory right of withdrawal applies, the buyer may withdraw from the order within 14 days after receipt without giving a reason. Notify us within that period by email at [email protected], preferably including the order number. After notifying us of withdrawal, the buyer has a further 14 days to return the goods.
For a product that is genuinely sealed to protect health or hygiene and, by its nature, is no longer suitable for return once that seal has been broken, the right of withdrawal ends if the consumer breaks that seal after delivery, insofar as the law permits. Opening only the shipping box does not break a hygiene seal. Where the seal remains intact, any applicable right of withdrawal remains in place. Rights in the event of an incorrect, damaged or defective delivery are unaffected.
7. Cancellation before dispatch
Cancellation requests must be sent immediately, with the order number, to [email protected] . Novogin will try to stop fulfilment, but cannot guarantee cancellation once processing has begun. Statutory cancellation or withdrawal rights that cannot be excluded remain unaffected.
8. Incorrect, damaged or non-conforming deliveries
Inspect the outer packaging and order as soon as possible after receipt. Contact us without undue delay if an item is missing, incorrect, visibly damaged or potentially compromised. Where reasonably possible, provide the order number, shipping label, product label, lot or batch number and clear photographs. Keep the goods and packaging while the issue is investigated.
A valid claim may be resolved by replacement, repair where relevant, a price reduction or a refund, depending on the circumstances and applicable law. Prompt notification helps preserve carrier evidence, but does not reduce mandatory rights concerning non-conforming goods.
9. Return authorisation and safe handling
Before physically returning goods, contact us at [email protected] for the return address and safe shipping instructions. This request does not affect a statutory right of withdrawal exercised in time. Do not ship leaking, damaged, temperature-compromised or otherwise hazardous material without specific safety instructions. Do not include medical or other unnecessary sensitive personal data in a return.
For a valid consumer withdrawal, the buyer arranges and pays for direct return postage by mail and the return label. No restocking fee is charged. For an incorrect, damaged or non-conforming delivery, Novogin provides separate return instructions; costs are borne in accordance with the applicable statutory rights.
10. Delayed or lost parcels
Contact us if tracking shows no progress after the stated estimated delivery period, so the shipment can be investigated with the carrier. Replacement or refund depends on the investigation, the allocation of delivery risk and applicable law. A duplicate shipment is not guaranteed before the investigation is complete, unless mandatory law requires a different outcome.
11. Refunds
When a refund is approved or required by law, it will be returned to the original payment method unless the law requires another method or a different method has been agreed. The payment provider’s processing times may apply.
For a valid consumer withdrawal, Novogin refunds the product price paid and, where the entire order is withdrawn, the cost of the least expensive standard delivery offered, within 14 days after receiving the withdrawal notice. Novogin may withhold the refund until the goods have been received or the buyer provides evidence of having sent them back, whichever occurs first. The buyer pays the direct return postage for a withdrawal.
12. Product and certificate scope
A report describes the tested sample and the measurements stated in it. Novogin may link this report as substance documentation to vial and pen formats and their strength variants. That link does not automatically confirm the retail content, device characteristics or delivered batch of every format. A decision about shipping, replacement or refund does not certify legal status, suitability, efficacy or use.
13. Complaints
Questions and complaints about delivery, damage or order fulfilment can be sent to [email protected]. Provide enough information to identify and investigate the order, but do not send health data.
