Return & Refund Policy

Last updated: Jun 2, 2026

Thank you for shopping with Nullagen. We want you to feel confident when placing an order with us. This Return & Refund Policy explains how returns, refunds, exchanges, and order issues are handled.

1. Return Eligibility

To be eligible for a return, your item must meet the following conditions:

• The item must be unused, unopened, and in its original packaging.
• The item must be in the same condition that you received it.
• The return request must be submitted within the return period stated on our website or order confirmation.
• Proof of purchase, such as an order number or confirmation email, may be required.

Items that do not meet these conditions may not be accepted for return.

2. Non-Returnable Items

For hygiene, safety, and quality reasons, certain items may not be eligible for return. These may include:

• Opened or used personal care, beauty, or skincare products.
• Items with broken seals, missing packaging, or signs of use.
• Gift cards, digital products, or downloadable items.
• Items marked as final sale or non-returnable at the time of purchase.

3. How to Start a Return

To request a return, please contact our customer support team with the following information:

• Your full name.
• Your order number.
• The email address used to place the order.
• The reason for your return request.
• Photos of the product and packaging, if applicable.

Once your request has been reviewed, we will provide instructions on how and where to send your return. Please do not send items back before receiving return instructions from our support team.

4. Return Shipping

Unless the item arrived damaged, defective, or incorrect, customers are generally responsible for return shipping costs. Shipping costs are non-refundable unless otherwise required by applicable law or confirmed by our support team.

We recommend using a trackable shipping service when returning an item. Nullagen is not responsible for returned packages that are lost, delayed, or damaged during transit.

5. Refunds

Once your returned item is received and inspected, we will notify you whether your refund has been approved or rejected.

If approved, your refund will be processed to your original payment method. Please allow several business days for the refund to appear in your account, depending on your bank or payment provider.

Refunds may be denied or reduced if:

• The item is returned used, opened, damaged, or incomplete.
• The item is missing original packaging or accessories.
• The return was sent without prior approval.
• The return request falls outside the eligible return period.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible. Include your order number and clear photos of the product, packaging, and shipping label.

After reviewing the issue, we may offer a replacement, refund, store credit, or another suitable solution depending on the situation.

7. Exchanges

Exchanges may be available depending on product availability and the condition of the returned item. If you would like to exchange an item, please contact our support team before sending anything back.

If the requested item is unavailable, we may offer a refund or store credit instead.

8. Order Cancellations

If you need to cancel your order, please contact us as soon as possible. We will do our best to help; however, once an order has been processed, packed, or shipped, cancellation may no longer be possible.

If your order has already shipped, you may need to follow the standard return process after receiving it.

9. Refused or Undeliverable Packages

If a package is refused, unclaimed, or returned to us due to an incorrect or incomplete address, additional shipping fees may apply. Refunds for these orders may exclude original shipping fees and any return shipping costs charged to us.

10. Late or Missing Refunds

If you have not received your refund yet, please first check your bank account again. Then contact your credit card company or payment provider, as it may take some time before your refund is officially posted.

If you have completed these steps and still have not received your refund, please contact our support team for assistance.

11. Policy Updates

Nullagen reserves the right to update or modify this Return & Refund Policy at any time. Any changes will be posted on this page.