1. All Sales Final

1.1 General Policy. Wholesale sales are final once shipped. We do not accept general returns or issue refunds for change of mind, purchasing errors, unused inventory, or changes in a Purchaser’s business needs, except where required by applicable law.

1.2 Available Remedies. Approved claims are generally resolved through:

• Store credit applied to the Purchaser’s account; or
• Replacement product shipped at NeXera Bio’s expense.

NeXera Bio will select the appropriate resolution based on the verified issue and product availability, subject to applicable law. If a refund or another remedy is required by law, that remedy will be provided.

2. Eligible Claims

2.1 Qualifying Circumstances. Claims may be considered for:

• Shipping damage or visibly compromised packaging upon delivery;
• Incorrect fulfillment, including the wrong item, size, specification, or quantity compared with the confirmed order; or
• Documented product defects or quality concerns supported by the available evidence.

2.2 Claim Review. We review claims based on the order record, supporting documentation, and any inspection or testing reasonably needed to assess the issue. Submitting a claim does not guarantee approval. Lost or undelivered shipments are addressed in Section 7.

3. Claim Submission Requirements

3.1 Reporting Timeframes. Please inspect your order upon receipt and report visible damage, missing items, or incorrect fulfillment within forty-eight (48) hours of delivery. If a defect could not reasonably have been discovered during that inspection, notify us promptly after discovering it and explain when and how it was identified. Claims will be reviewed in light of the circumstances and applicable law; the forty-eight (48) hour period does not eliminate rights that cannot lawfully be waived.

3.2 Submission Method. Email support@nexerabio.com with:

• Your order number;
• A clear description of the issue and when it was discovered; and
• Available supporting documentation described in Section 4.

3.3 Additional Information. We may request additional information to evaluate a claim. Please respond within five (5) business days or let us know if you need more time. Missing information may delay the review or prevent us from verifying the claim.

4. Required Documentation

4.1 Supporting Evidence. Depending on the issue, we may request:

• Photographs of the outer shipping packaging and its condition upon receipt;
• Photographs of the affected products, labels, and any visible damage or defect;
• The item number, lot or batch number, or other product identifier, if applicable;
• Relevant delivery, storage, or handling records, if applicable; and
• Other information reasonably necessary to assess the claim.

4.2 Retaining Evidence. Keep the affected products and original packaging while the claim is under review, where safe to do so. Do not return products without written instructions from NeXera Bio. If requested documentation is unavailable, tell us so we can assess whether alternative evidence is sufficient.

5. Product Condition and Handling

5.1 Review of Opened Products. Opening a product does not automatically exclude a legitimate defect claim. Where relevant to the issue, we may ask the Purchaser to confirm that:

• The product was stored according to its labeling and supplied instructions;
• Applicable handling instructions were followed; and
• Available photographs, records, and a description of the issue have been provided.

5.2 Handling-Related Issues. Claims are not eligible under this Policy to the extent the issue was caused by improper storage, misuse, alteration, contamination, or failure to follow supplied instructions after delivery, subject to applicable law.

5.3 Inspection or Return. We may request the affected product for inspection or independent evaluation. When a return is required for our claim review, NeXera Bio will provide return instructions and cover the authorized return shipping cost. Please wait for those instructions before shipping anything back.

6. Non-Eligible Claims

6.1 Excluded Circumstances. Subject to applicable law and the exceptions described in this Policy, we do not provide store credit or replacement for:

• Damage caused by improper storage or handling after delivery;
• Carrier delays alone, without loss, damage, or another eligible order issue;
• Damage caused by environmental exposure after delivery;
• Issues caused by use or alteration inconsistent with the supplied instructions;
• Purchaser ordering errors where the correct items were supplied as ordered;
• Change of mind, unused inventory, or changes in business needs; or
• Claims that cannot be reasonably verified after an opportunity to provide supporting information.

7. Shipping and Carrier Matters

7.1 Estimated Timelines. Unless expressly confirmed otherwise in writing, shipping and delivery timelines are estimates. A carrier delay alone does not qualify for store credit or replacement under this Policy, subject to applicable law.

7.2 Lost or Undelivered Shipments. If your order has not arrived by the expected delivery date, contact us promptly so we can investigate. We will review tracking information, delivery details, and any carrier findings. If the shipment is verified as lost or undelivered, we will arrange replacement or store credit, or provide another remedy required by applicable law. A tracking entry marked “delivered” does not automatically resolve a disputed-delivery claim.

7.3 Carrier Claims. We may coordinate a claim with the carrier and request your assistance with documentation. Carrier investigation timelines may affect verification, but they do not override any remedy or deadline required by applicable law.

8. Abuse and Fraud Prevention

8.1 Company Rights. Subject to applicable law, NeXera Bio may:

• Investigate claims involving suspected misuse, false information, or altered documentation;
• Request additional verification when claim records contain material inconsistencies;
• Suspend or terminate accounts associated with verified fraudulent activity; and
• Refer suspected fraud to appropriate authorities.

8.2 Fair Review. Each claim will be assessed on its own evidence. Repeated legitimate claims do not, by themselves, establish abuse. Account suspension or termination does not eliminate rights or remedies required by applicable law.

9. Resolution Timeline

9.1 Processing Period. Approved claims are typically resolved within five (5) to seven (7) business days after verification is complete. Additional inspection, testing, or carrier investigation may extend the review period. We will communicate material delays.

9.2 Store Credit. Unless another remedy is required by applicable law, approved store credits are applied to the Purchaser’s account, are non-transferable, are not redeemable for cash, and do not expire. If an account is closed, contact support regarding any remaining credit; closure does not automatically forfeit a valid credit.

9.3 Replacement Products. Replacements are subject to availability. If the original item is unavailable, we may offer store credit or an alternative product for the Purchaser’s approval, subject to any remedy required by applicable law. We will not substitute a different product without the Purchaser’s agreement.

10. Policy Scope

This Policy addresses order concerns, claim review, and available resolutions for wholesale purchases. It does not replace product labeling, product-specific restrictions, supplied instructions, or applicable legal requirements. It does not expand the permitted uses of any product. Nothing in this Policy excludes or limits any right or remedy that cannot lawfully be excluded or limited.

11. Policy Modifications

NeXera Bio may update this Policy from time to time. The version made available at the time of the Purchaser’s order governs that transaction, subject to applicable law. Revised versions apply prospectively and will be posted at nexerabio.com with an updated revision date.

12. Policy Acknowledgment

By placing an order, the Purchaser acknowledges this Refund and Replacement Policy as presented at the time of purchase. This acknowledgment does not waive rights or remedies that cannot lawfully be waived.

13. Contact Information

For claim submissions and questions about this Policy: