A. Refund, Returns, Cancellations & Order-Issue Policy
Effective date: February 21, 2026
This Refund, Returns, Cancellations & Order-Issue Policy applies to purchases from NextGen Health (“NextGen,” “we,” “us,” or “our”). It forms part of the agreement between NextGen and the purchaser and should be read together with our Terms & Conditions, Privacy Policy, Research-Use Policy, product notices, and checkout acknowledgements.
1. Research Materials and Chain of Custody
Products designated as research materials are supplied only for lawful research purposes within the scope stated on the applicable product page and label. Because product integrity can be affected by handling, storage, temperature, contamination, tampering, opening, relabelling, or other events outside NextGen’s control after dispatch, NextGen generally cannot accept such products back into inventory once they have shipped.
2. General Rule — Final Sale
Except where required by applicable law or expressly provided below, all sales are final after an order enters fulfillment. NextGen does not accept returns or exchanges for change of mind, buyer’s remorse, ordering the wrong product or quantity, research outcomes, incompatibility with a purchaser’s intended project, failure to review product information, or any use outside the product’s stated lawful purpose.
3. Mandatory Legal Rights Preserved
Nothing in this Policy excludes, restricts, or waives any right, remedy, warranty, cancellation right, refund obligation, or other protection that cannot lawfully be excluded under applicable consumer-protection or other law. Where this Policy conflicts with a mandatory legal requirement, the mandatory requirement controls.
4. Order Cancellations
Cancellation requests must be submitted as soon as possible. A request is not guaranteed. An order may be cancelled only if NextGen is able to stop fulfillment before the order is packed, a shipping label is generated, the order is transferred to a carrier, or another irreversible fulfillment step occurs. If NextGen cancels an order before shipment, amounts collected for cancelled items and any unearned shipping charge will be refunded as required by law.
5. Damaged, Incorrect, or Missing Items
A purchaser should inspect the shipment promptly after delivery. Claims for an item that is visibly damaged, materially defective on arrival, incorrect, or missing should be submitted within 48 hours after recorded delivery, unless a longer period is required by law.
- Order number and purchaser name/email.
- Clear photographs of the shipping carton, internal packaging, product label, lot/batch information, and the affected item.
- A concise description of the problem and, for missing-item claims, a photograph of all contents received.
Do not open, alter, use, transfer, discard, or further handle an allegedly incorrect or damaged item unless NextGen instructs otherwise. After review, NextGen may, where legally permitted, provide a replacement, reshipment, store credit, partial refund, or refund. The appropriate remedy will depend on the circumstances and applicable law.
6. Product-Quality Claims
Quality-related claims must include the order number, product name, lot/batch number, photographs, and any other reasonably requested evidence. NextGen may review fulfillment records, available batch documentation, shipping history, and other relevant information before determining a remedy. This process does not limit any non-waivable legal right.
7. No Returns to Inventory
Unless NextGen expressly authorizes a return in writing or a return is required by law, products must not be mailed or delivered back to NextGen. Unauthorized returns may be refused. Where a lawful cancellation requires a return, NextGen will provide return instructions and will comply with applicable requirements concerning return costs and refunds.
8. Shipping and Service Charges
Original shipping, handling, insurance, expedited-service, payment-processing, and similar service charges are non-refundable to the extent permitted by law, except where the charge was not earned, NextGen caused the error, or applicable law requires reimbursement.
9. Refused, Unclaimed, or Returned-to-Sender Parcels
If a shipment is refused, unclaimed, returned to sender, or rendered undeliverable because of an incorrect or incomplete address, failure to retrieve the parcel, customer-requested carrier action, or another circumstance attributable to the purchaser, NextGen may decline a refund to the extent permitted by law. If NextGen elects to reship, the purchaser may be responsible for additional shipping and carrier charges. Returned research materials will not automatically be restocked or resold.
10. Chargebacks and Payment Disputes
Before initiating a payment dispute, purchasers are encouraged to contact NextGen so the order can be investigated. Nothing in this section limits any lawful right to dispute an unauthorized or improperly processed transaction. NextGen may provide the payment provider with order records, delivery confirmation, correspondence, checkout acknowledgements, and other relevant evidence when responding to a dispute.
11. Fraud, Abuse, and Policy Evasion
NextGen may refuse, hold, or cancel orders where reasonably necessary to address suspected fraud, identity or payment inconsistencies, repeated abusive claims, policy evasion, prohibited resale, unlawful use, sanctions/export concerns, or other compliance risks. Any refund following a NextGen-initiated cancellation will be handled in accordance with applicable law and the status of fulfillment.
12. Contact for Order Issues
Email: info@healthnextgen.com
Include your order number, full name, email used at checkout, product/lot information where relevant, tracking number, photographs where applicable, and a concise description of the issue.