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Shipping, Delivery & Returns Policy

Last updated: 4 September 2026

1. About this Policy

This Shipping, Delivery & Returns Policy applies to all orders placed through NADA-Labs at nada-labs.com.

NADA-Labs is operated by:

NM Group Global Limited
Flat 2304, 23/F
Ho King Commercial Centre
2–16 Fa Yuen Street
Mong Kok, Hong Kong

This Policy forms part of our Terms of Sale. By submitting an order, the purchaser agrees to this Policy and the other terms presented during checkout.

2. Business and Research Customers Only

NADA-Labs supplies products exclusively to verified businesses, universities, laboratories, research institutions, public bodies and other professional customers acting within their commercial, scientific or professional activities.

We do not accept orders from consumers acting for personal purposes.

By placing an order, you confirm that:

  • you are acting on behalf of a business or recognised research institution;
  • you are authorised to place the order;
  • the information supplied during verification and checkout is complete and accurate; and
  • the products will be used exclusively for legitimate laboratory or research purposes.

We may request additional information or documentary evidence before accepting or dispatching an order.

3. Research-Use Restriction

All products offered by NADA-Labs are supplied strictly for laboratory research and analytical use.

They are not intended for human or veterinary consumption, administration, diagnosis, treatment, prevention of disease or any other clinical, therapeutic or household use.

The purchaser is responsible for ensuring that the purchase, possession, importation, handling, storage and intended research use of the products comply with all applicable laws, institutional rules and safety requirements.

4. Order Processing

Orders enter processing only after:

  • full payment has been received and confirmed;
  • all required customer and institution information has been provided; and
  • any necessary verification or compliance checks have been completed.

An automated order-confirmation email only confirms receipt of the order. It does not prevent NADA-Labs from declining or cancelling an order where verification fails, a product is unavailable, payment cannot be confirmed or legal or compliance concerns arise.

Orders are normally processed within up to seven business days after payment and verification.

Business days exclude weekends and public holidays applicable to the dispatch location.

Processing may take longer during periods of high demand, limited stock, compliance review or circumstances outside our reasonable control. Where a material delay becomes known, we will endeavour to inform the purchaser.

5. Shipping Methods and Estimated Delivery Times

Available shipping services depend on the destination and will be displayed during checkout. NADA-Labs works with DHL and UPS.

Estimated delivery times following dispatch are generally:

  • Standard delivery within the European Union: approximately 7–10 business days.
  • International or express delivery: approximately 7–14 business days, depending on the destination, carrier service and customs processing.

These estimates begin when the parcel is handed to the carrier and do not include order-processing time.

Delivery dates are estimates rather than guaranteed deadlines. Customs inspections, security checks, local import procedures, weather conditions, public holidays, carrier disruptions and other circumstances outside our control may affect delivery.

6. Shipping Charges

Shipping charges are calculated according to the destination, parcel weight, dimensions and selected service. The applicable amount will be shown before the order is submitted.

Unless expressly stated otherwise during checkout or on the invoice, shipping charges do not include:

  • import duties;
  • customs charges;
  • local taxes or VAT;
  • brokerage or handling fees;
  • storage charges; or
  • other charges imposed by authorities or delivery providers in the destination country.

The purchaser is responsible for these amounts and, where applicable, acts as the importer of record.

7. Shipping Destinations and Restrictions

We ship only to destinations available during checkout. The availability of a country during checkout does not constitute a guarantee that every product may legally be imported there.

Before ordering, the purchaser must determine whether:

  • the product may be lawfully purchased and imported;
  • an import licence, research permit or other authorisation is required;
  • the recipient is authorised to receive the product; and
  • all local storage, handling and use requirements can be met.

NADA-Labs may refuse, suspend or cancel an order where shipping would be unlawful, restricted, unsafe or inconsistent with carrier requirements or our compliance procedures.

Any payment received for an order cancelled by NADA-Labs before dispatch will be refunded, except where deductions are permitted by applicable law and clearly justified.

8. Customs Clearance

Where customs documentation is required, NADA-Labs will provide the commercial information ordinarily required for the shipment.

We will not provide false product descriptions, incorrect values or misleading declarations.

Customs authorities act independently, and we cannot guarantee that a shipment will be released within a particular period or admitted into the destination country.

NADA-Labs is not responsible for customs delays, refusal of entry or seizure resulting from:

  • destination-country restrictions;
  • missing licences or permits for which the purchaser is responsible;
  • the purchaser’s failure to respond to customs or carrier requests;
  • refusal to pay applicable duties or charges; or
  • inaccurate information supplied by the purchaser.

This limitation does not apply where the problem was directly caused by an error or breach attributable to NADA-Labs.

9. Delivery Information

The purchaser must provide a complete and accurate:

  • recipient or institution name;
  • delivery address;
  • billing address;
  • email address; and
  • telephone number where required by the carrier.

Address changes are possible only before dispatch and cannot be guaranteed once processing has begun.

If a parcel is returned because of an incorrect or incomplete address, an unavailable recipient, refusal of delivery or failure to complete customs formalities, the purchaser may be charged for return transport, storage, duties and reshipment.

Reshipment will take place only after the additional charges have been paid and where shipping remains legally and practically possible.

10. Transfer of Title and Risk

Title to the products passes to the purchaser only after payment has been received in full.

For business-to-business orders, the risk of accidental loss or damage passes to the purchaser when the shipment is accepted by the carrier, unless a different delivery term is expressly stated in the quotation, invoice or order confirmation.

NADA-Labs will nevertheless provide reasonable assistance with a valid carrier claim. Such assistance does not change the agreed transfer of risk.

11. Packaging and Documentation

Products are packaged securely and, where reasonably possible, in neutral outer packaging.

Discretion cannot override legal, customs, safety or carrier requirements. Required labels, declarations and product information will therefore be included where necessary.

Invoices are normally provided electronically. Commercial invoices, packing documents, customs forms or other documents may be enclosed with or attached to the parcel where required for transport or customs clearance.

12. Inspection and Storage After Delivery

The purchaser must inspect the shipment promptly after delivery and verify:

  • the identity and quantity of the products;
  • the batch or lot information;
  • the condition of the products, seals and packaging; and
  • whether any visible transport damage has occurred.

Products must be transferred promptly to the storage conditions stated on the label, product page, accompanying documentation or Certificate of Analysis.

NADA-Labs is not responsible for deterioration or damage caused after delivery by unsuitable handling, storage, opening, contamination, unauthorised use or failure to follow the supplied instructions.

13. No Change-of-Mind Returns

Due to the sealed, sensitive and traceable nature of laboratory research materials, all sales are final once an order has been dispatched.

We do not accept returns, exchanges or refunds because of:

  • a change of mind;
  • accidental or excessive ordering;
  • misunderstanding of the product’s intended research use;
  • failure to obtain required licences or approvals;
  • customs refusal caused by destination-country restrictions;
  • refusal to pay import duties or charges;
  • improper storage or handling; or
  • opening, use, alteration or contamination of a product.

Products must not be returned without prior written authorisation from NADA-Labs.

Unauthorised returns may be refused or destroyed where safe handling, product integrity or traceability cannot be assured.

14. Eligible Claims

Subject to this Policy, a claim may be considered where:

  • a product different from the ordered product was delivered;
  • the product or its sealed packaging arrived visibly damaged or compromised;
  • the product was materially non-conforming with the applicable published specification at the time of dispatch; or
  • the shipment has been confirmed as lost by the carrier.

A claim is not automatically accepted merely because it has been submitted.

We may investigate the circumstances, inspect available evidence, review retained batch information and request additional documentation.

15. How to Report a Problem

Claims concerning an incorrect product, visible damage or compromised packaging must be reported within seven calendar days after delivery.

A suspected latent non-conformity that could not reasonably have been identified during the initial inspection must be reported promptly after discovery.

A suspected lost shipment should be reported within seven calendar days after the end of the estimated delivery window.

Please contact us and provide:

  • the order number;
  • product name;
  • batch or lot number;
  • a clear description of the problem;
  • photographs of the outer packaging;
  • photographs of the shipping label and product;
  • confirmation of the delivery and storage conditions; and
  • any relevant analytical report or carrier communication.

The purchaser must retain the product, all packaging and all shipping documents until the claim has been resolved.

Products must not be returned or destroyed unless instructed by NADA-Labs.

For analytical claims, we may request a report from a suitably qualified independent laboratory and compare the results with retained batch samples or quality-control documentation.

16. Remedies and Refunds

Where a claim is accepted, NADA-Labs may, as appropriate and subject to mandatory law:

  • replace the affected product;
  • reship the order;
  • issue account credit; or
  • refund the price paid for the affected product.

Approved refunds will normally be initiated within 14 calendar days after the claim has been approved or the carrier has confirmed the loss.

Refunds will ordinarily be made through the original payment method unless this is technically impossible or otherwise agreed.

Original shipping charges will be refunded only where the accepted claim resulted from an error attributable to NADA-Labs or where otherwise required by applicable law.

Customs duties, import taxes and fees collected by third parties must normally be reclaimed directly from the relevant authority or provider.

17. Delays, Loss and Force Majeure

Please contact us if tracking has not updated for an unusual period or the parcel has not arrived by the end of the estimated delivery window.

We may require the carrier to complete an investigation before a shipment can be classified as lost.

NADA-Labs is not responsible for a failure or delay caused by events outside its reasonable control, including:

  • natural disasters;
  • severe weather;
  • epidemics;
  • war or civil unrest;
  • sanctions;
  • governmental action;
  • customs restrictions;
  • labour disputes;
  • transport disruption;
  • carrier failure;
  • power failure; or
  • interruption of communication systems.

Where such an event occurs, affected obligations will be suspended for the duration of the event. We will take reasonable steps to reduce its impact and inform affected purchasers where practical.

18. Limitation of Liability

To the fullest extent permitted by applicable law, NADA-Labs is not liable for indirect, incidental, special or consequential losses arising from a delivery delay, customs event, carrier disruption or the purchaser’s failure to comply with this Policy.

This includes loss of profit, research time, data, opportunity or anticipated savings.

Subject to liabilities that cannot lawfully be excluded or limited, the total liability of NADA-Labs relating to a shipment or product claim will not exceed the amount paid for the affected order.

Nothing in this Policy excludes or limits liability for fraud, wilful misconduct or any other liability that cannot legally be excluded or limited.

19. Governing Law and Jurisdiction

This Policy and any contractual or non-contractual dispute arising from it are governed by the laws of the Hong Kong Special Administrative Region.

The courts of Hong Kong shall have exclusive jurisdiction, unless the parties have agreed otherwise in writing or a mandatory rule of applicable law requires a different jurisdiction.

20. Changes to this Policy

We may update this Policy when our shipping services, operational procedures or legal obligations change.

The version published on the website at the time an order is submitted applies to that order, unless a later change is required by mandatory law or expressly agreed with the purchaser.

Material changes will be communicated through the website or, where appropriate, by email.

21. Contact Information

Questions, delivery enquiries and claims may be directed to:

NADA-Labs
Operated by NM Group Global Limited
Flat 2304, 23/F
Ho King Commercial Centre
2–16 Fa Yuen Street
Mong Kok, Hong Kong
Website: nada-labs.com