Keep the item set aside
Leave the affected item unopened and safely set it aside while its condition or documentation is being reviewed.
Policy
Refunds & Order Issues
Because research materials require a documented chain of custody, returns are generally unavailable after shipment. If an order arrives damaged, incomplete, or different from what was ordered, contact support before opening or use so we can help.
Effective
August 1, 2026
Issue Contact
support@neosteplabs.comAfter Shipment
Contact support for order-issue review
Plain-English overview
What to expect
Contact support
Share the order number, affected item and lot, a short description, and available photographs so we can review the right details.
Receive next steps
NeoStep reviews the information and explains the available resolution and any next steps in writing.
This overview explains the usual support process. Open the sections below for complete eligibility details, available resolutions, and applicable customer rights.
A cancellation request is not guaranteed. NeoStep may approve a cancellation before processing or shipment, subject to payment-provider, administrative, or other nonrecoverable costs where lawful. Once an order has entered fulfillment or shipped, it cannot ordinarily be cancelled.
NeoStep may cancel an order for product availability, pricing error, payment, fraud, identity, qualification, intended-use, legal, safety, carrier, or compliance reasons. Amounts collected for a cancelled item will be refunded as required by law.