Damage and cold-chain protection
Every order is protected against damage in transit and cold-chain deviation. If your pen arrives damaged, out of temperature spec, or otherwise compromised in transit, we will ship a one-time replacement.
All damage claims require photographic evidence and are subject to review. Replacement is limited to one per customer per order.
How returns work
Step 1: Document the damage
Capture clear photographs of the damaged pen, the packaging, and the temperature indicator (if included) immediately on arrival. Note the carrier tracking number.
Step 2: Contact us
Email contact@norexbio.se with your order number, the photographs, and the tracking number. We respond within one business day.
Step 3: Receive your replacement
Once damage is verified, a complimentary replacement shipment is dispatched on the next available cold-chain run from Germany.
Eligible for replacement
- Pens damaged during shipping (with photographic evidence)
- Pens that arrive outside the temperature specification (with photo of the indicator or packaging)
- Pens that fail purity or identity standards documented in the lot record
- Incorrect items received
Not eligible for replacement
- Pens that have been used or partially used
- Damage claims without photographic evidence
- Pens improperly stored after delivery (e.g. left at room temperature, frozen, or exposed to light)
- Pens lacking proof of purchase from NorexBio
- Claims received outside the standard claim window stated on the handling insert
Replacement timeline
- Day 1: damage claim submitted with photos
- 1-2 business days: claim reviewed and verified by the research team
- Within 1 business day of approval: replacement dispatched from Germany
Refunds
NorexBio does not offer refunds for dissatisfaction, change of mind, or misuse. Replacement is the standard remedy for verified transit damage and cold-chain deviation only. If a replacement is not possible (for example, the lot is no longer in stock), a refund may be issued at our discretion.
Important note
All products are sold strictly for in-vitro laboratory research. NorexBio is not responsible for any misuse, improper storage, or post-delivery handling. Replacements represent a courtesy service for verified transit damage and cold-chain deviation only. Excessive or suspicious claims may trigger account review and future replacement denial.
Contact
Questions about a replacement claim? contact@norexbio.se, responses within one business day.