Complaint Handling Policy

1. How to raise a complaint

Submit a complaint through the contact form selecting Complaint, or by email to support@n8researchlabs.com. Include your order number where one applies.

Reports concerning product identity, labelling, contamination, or any safety concern should be submitted under Adverse Event or Product Safety Report, which is treated as urgent.

2. Response targets

Every complaint is logged with a timestamp at the moment of receipt and categorised before it reaches the queue. Targets are measured from receipt.

Where a matter cannot be resolved inside the resolution target, we provide a written status update on or before that date and continue to update until the matter is closed.

3. Escalation

1. Customer support reviews and responds within the first-response target.
2. Unresolved matters escalate to the compliance contact for the brand.
3. Matters involving product identity, labelling, or safety escalate to the responsible officer of N8 Research Lab LLC.

To escalate directly, reply to the acknowledgement thread and ask for the matter to be escalated. You do not need to wait for a target to lapse.

4. Records

Each complaint is stored as a record containing the submitter, category, priority, message, receipt timestamp, response target, handling status, and resolution date. Records are retained for a minimum of 24 months and are reviewed periodically to identify recurring causes.

5. Scope

All products are supplied as laboratory reference materials for in-vitro research use only, and are not for human or animal consumption. This policy covers order, product identity, documentation, delivery, and billing matters. It is not a channel for clinical or medical advice, and we cannot provide any. See our Research Use Only Policy.

6. Billing disputes

For a billing or payment concern, contact us before raising a dispute with your card issuer. Most matters resolve faster directly, and we will confirm the outcome in writing either way. Refund terms are in our Refund Policy.