At NadPharm, we are committed to supplying premium-quality raw materials supported by strict quality-control procedures and comprehensive documentation.
As our products are intended exclusively for professional B2B use, all return requests are subject to prior authorization.
If you believe your order has been delivered incorrectly, damaged, or does not comply with the agreed specifications, please contact us promptly. Every request will be reviewed individually to ensure a fast and fair resolution.
Submitting a claim
To submit a claim, please provide:
- Order number
- Company name
- Contact email
- Product name and batch number
- Description of the issue
- Supporting photographs (if applicable)
Following verification, our team will issue a Return Merchandise Authorization (RMA) when a return is approved. Returns sent without prior written authorization (RMA) will not be accepted.
Incorrect or Incomplete Orders
Any discrepancy regarding product type, quantity or missing items must be reported within 24 hours of delivery. Once the claim has been verified, NadPharm will arrange, where appropriate: replacement of the incorrect product; shipment of the missing goods; or issuance of a credit or refund.
Damaged or Defective Products
Any transport damage, packaging defects or product non-conformity must be reported within 48 hours of delivery. Claims submitted after this period may not be accepted.
Whenever possible, please include photographs of the external packaging, internal packaging, product labels and damaged material. This allows us to process your claim more efficiently.
Return Conditions
Authorized returns must meet the following requirements:
- Product must remain unopened and unused.
- Original packaging must be intact.
- Original labels and batch identification must be present.
- Products must be returned according to NadPharm’s written instructions.
Returns that do not comply with these conditions may be refused.
Delivery Issues
If delivery cannot be completed due to incorrect shipping information, incomplete delivery details, failure to collect the shipment or recipient unavailability, the shipment may be returned to NadPharm. Any additional transportation, storage or return-logistics costs will be charged to the buyer.
Non-Returnable Products
Unless otherwise agreed in writing, the following products are generally not eligible for return:
- Products manufactured or packaged specifically for the buyer.
- Custom formulations or private-label products.
- Opened or partially used products.
- Products improperly stored after delivery.
- Products damaged by incorrect handling.
Refunds
Approved refunds will be processed after receipt and inspection of the returned goods. Refunds will be issued using the original payment method unless otherwise agreed. Bank processing times may vary depending on the payment provider.
Need Assistance?
Our Technical and Client Support team is available to assist you throughout the entire purchasing process. For any questions regarding returns, quality claims or product documentation, please contact our team.