Customer Service Policy
These Terms and Conditions apply to all purchases, quotations, purchase orders, and sales transactions involving Nuwa Discovery Solutions and the customer ("Customer"). By placing an order with Nuwa Discovery Customer acknowledges and agrees to these Terms and Conditions.
Nuwa Discovery cooperates with governmental authorities as required by applicable laws and regulations. Records related to suspicious, unauthorized, or unlawful transactions may be disclosed to appropriate law enforcement or regulatory agencies when legally required.
Research Use Only Products
Nuwa Discovery Products are supplied for research and development use only (RUO). Products are not intended for human or veterinary use, clinical trials, diagnostic applications, therapeutic applications, food additives, cosmetics, household chemicals, or any other non-research purpose.
Customer represents and warrants that all products purchased from Nuwa Discovery will be used only by qualified and trained personnel in appropriate laboratory environments and in compliance with all applicable laws, regulations, institutional policies, and safety requirements.
Customer shall not use, sell, distribute, or transfer Nuwa Discovery Products for any purpose that violates applicable laws or regulations.
Intellectual Property and Patents
Nuwa Discovery does not warrant that the use of any product will not infringe any patent, trademark, intellectual property right, or other proprietary rights of any third party.
The listing, sale, or provision of any product does not constitute a license, authorization, or recommendation to use such product in any manner that may infringe intellectual property rights.
Customer is solely responsible for determining whether its intended use complies with applicable intellectual property laws and regulations.
Shipping and Delivery
Nuwa Discovery will make reasonable efforts to ship products according to Customer's requested shipping method. Nuwa Discovery primarily utilizes qualified carriers including FedEx and DHL; however, Nuwa Discovery reserves the right to select or modify shipping methods when necessary for safety, regulatory compliance, availability, or cost considerations.
Additional charges may apply for special packaging requirements, including but not limited to temperature-controlled shipment, hazardous material packaging, barrier packaging, or other regulatory requirements.
Nuwa Discovery shall not be responsible for delays caused by circumstances beyond its reasonable control, including but not limited to natural disasters, transportation delays, governmental restrictions, export restrictions, sanctions, labor disputes, supplier shortages, accidents, or other force majeure events.
Nuwa Discovery reserves the right to refuse shipment to residential addresses, private individuals, restricted locations, or customers where compliance concerns exist.
Pricing and Payment Terms
All prices are quoted in U.S. dollars unless otherwise stated. Prices, availability, product specifications, and descriptions are subject to change without notice.
Unless otherwise agreed in writing:
- New customers may be required to provide payment prior to shipment.
- Approved institutional customers may receive Net 30 payment terms.
- Payment is due within 30 days of invoice date unless otherwise specified.
Customer is responsible for all applicable taxes, duties, customs charges, import fees, and governmental charges unless valid exemption documentation is provided.
Order Modification and Cancellation
Orders may not be modified or cancelled without prior written approval from Nuwa Discovery.
For custom synthesis projects, cancellation terms are described in the Custom Synthesis section below.
Product Inspection and Acceptance
Customer should inspect all shipments immediately upon receipt.
Claims involving: (a) shipping damage; (b) incorrect products; (c) shortages; (d) missing documentation; must be reported within five (5) business days after delivery; Failure to report such issues within this period constitutes acceptance of the shipment.
14. Storage and Stability
Many research chemicals are sensitive to temperature, moisture, oxygen, or light.
Customer is responsible for: (a) promptly inspecting products upon receipt;(b) storing products according to the storage conditions provided by Nuwa Discovery; (c) minimizing unnecessary prolonged exposure to unsuitable environmental conditions.
Nuwa Discovery cannot be responsible for product deterioration resulting from improper storage or handling after delivery.
Product Claims, Returns, and Refunds
Products generally cannot be returned, including:
- Custom synthesis products
- Special-order products
- Opened products
- Refrigerated or frozen products
- Products with damaged, missing, or altered labels
- Expired products
Opened products may only be considered for replacement or refund if a product quality issue is demonstrated through appropriate analytical testing.
Approved returns require prior authorization from Nuwa Discovery Solutions. Returned products must remain in original packaging with original labels intact.
Catalog products approved for return may be subject to a restocking fee of 20% (minimum $20 and maximum $200), plus applicable shipping costs.
Limited Warranty
Nuwa Discovery warrants that products supplied conform to the specifications stated on the applicable product documentation or Certificate of Analysis (CoA).
Except as expressly stated herein, Nuwa Discovery makes no warranties, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement.
Nuwa Discovery does not guarantee that products will perform successfully in Customer's specific research applications.
Limitation of Liability
Nuwa Discovery's total liability arising from any product or transaction shall not exceed the purchase price paid for the specific product giving rise to the claim.
Nuwa Discovery shall not be liable for indirect, incidental, special, punitive, or consequential damages, including loss of profits, research delays, or business interruption.
Customer agrees to indemnify and hold Nuwa Discovery harmless from claims, damages, expenses, or liabilities arising from Customer's improper handling, storage, misuse, transfer, or unauthorized application of products.
Technical Information and Support
Nuwa Discovery may provide technical information regarding products upon request. Such information is provided for research guidance only and does not constitute a warranty, recommendation, or guarantee of performance.
Unless specifically agreed in writing, Nuwa Discovery does not provide:
- Manufacturing procedures
- Synthetic routes or detailed synthesis protocols
- Purification procedures
- Analytical methods (including HPLC methods)
- Formulation procedures
- Stability studies
- Solubility studies
- In vitro or in vivo testing protocols
Nuwa Discovery provides a Certificate of Analysis (CoA) with applicable products. Additional analytical data, including NMR, HPLC, LC-MS.
Additional characterization--such as 13C NMR, IR, or other tests--is not part of our routine analysis. If required, please specify at the time of inquiry or when placing your order. Such non-standard testing is subject to additional charges and may require an extra 10–20 mg of sample, billed as a material-consumption fee.
Custom Synthesis Terms
Project Initiation
Custom synthesis projects begin after receipt and acceptance of an official purchase order or written agreement.
Project Updates
Nuwa Discovery will provide reasonable progress updates approximately every 3–4 weeks unless otherwise agreed.
Chemical Form and Salt Selection
Nuwa Discovery may recommend conversion of compounds into alternative forms, including salt forms, when necessary due to stability, handling, purification, solubility, or physical property considerations. Any significant change will be discussed with Customer before final production.
Product Appearance
Nuwa Discovery provides products based on chemical identity and agreed specifications. Physical appearance may differ from literature descriptions due to differences in polymorph, crystal form, solvent content, salt form, or purification conditions.
Products may occasionally exist as powders, oils, solids, semi-solids, gums, or wax-like materials.
Lead Time
Estimated delivery timelines are based on available literature information, previous experience, reagent availability, and anticipated synthetic complexity.
Actual timelines may vary due to unforeseen chemical challenges, optimization requirements, supplier delays, or regulatory requirements. Nuwa Discovery will notify Customer of significant delays when possible.
Customer Cancellation
Customer may request cancellation with written notice. Customer remains responsible for costs incurred by Nuwa Discovery, including labor, materials, analytical testing, and services performed before cancellation.
Nuwa Discovery Cancellation
Nuwa Discovery may discontinue a custom synthesis project if the chemistry is determined to be technically infeasible, unsafe, or commercially unreasonable. In such cases, Nuwa Discovery will notify Customer and no further payment will be requested beyond completed work unless otherwise agreed.
Export Compliance
Customer agrees to comply with all applicable export control laws, sanctions, embargoes, and regulations of the United States and other applicable jurisdictions.
Customer represents that it is not located on any restricted-party list and will not export, re-export, transfer, or distribute Nuwa Discovery Products to prohibited countries, entities, or individuals.
Governing Law
All transactions shall be governed by the laws of the State of Karnataka, India, without regard to conflict-of-law principles.
Any dispute shall be resolved exclusively in State of Karnataka in India. The United Nations Convention on Contracts for the International Sale of Goods (CISG) shall not apply.