Refund, Returns & Claims Policy

Effective Date: January 1, 2026
Applies To: All wholesale purchases made through stemnovanetwork.com by enrolled licensed medical professionals
Governing Law: State of Texas

1. No Returns Policy

Stem Nova Network supplies cryopreserved biological products that require strict cold-chain handling from the moment of shipment. Because these products cannot be safely re-evaluated, restocked, or redistributed once shipped, all sales are final and no returns are accepted.

This policy applies to all products including:

• 3DExo+™ Matrix — 60 Billion EVs (Topical Cosmetic Biologic)
• Dermal Papillary Secretome Matrix+ — 150 Billion EVs (Topical Cosmetic Biologic)
• 25M hUCT-MSC Vials (Research-Grade Biologic)
• Any other biologic products available through the SNN wholesale program

By placing an order through the Stem Nova Network wholesale program, the enrolled provider acknowledges and agrees to this all-sales-final policy.

2. Eligible Claims — Damaged or Non-Viable Shipments

While returns are not accepted, Stem Nova Network will review claims for orders that arrive damaged or non-viable due to a shipping failure or manufacturing defect. Eligible claims are limited strictly to the following circumstances:

3. Storage Conditions Requirement — Critical

By accepting delivery of any Stem Nova Network biologic product, the enrolled provider assumes full responsibility for maintaining appropriate storage conditions from the moment of receipt. This responsibility cannot be waived or transferred.

4. How to Submit a Claim

All eligible claims must be submitted within 24 hours of delivery as confirmed by the carrier tracking timestamp. Claims submitted after this window will not be reviewed.

Required Documentation for All Claims

• Order number and lot number from the Certificate of Analysis
• Photographs of the outer shipping box, inner packaging, dry ice condition (if depleted), and any visible damage to vials — taken immediately upon opening
• Temperature log or documentation of temperature excursion if applicable
• Written description of the issue and the specific vials affected
• Carrier tracking number for the affected shipment

How to Submit

Email all documentation to info@stemnovanetwork.com with the subject line: CLAIM — [Order Number] — [Your Practice Name]

Claims submitted without the required documentation will not be processed. Do not ship any product back to Stem Nova Network without written authorization — unauthorized returns will be refused and disposed of.

5. Claim Review and Resolution

Stem Nova Network will acknowledge receipt of a complete claim within 1 business day and complete the review within 3–5 business days of receiving all required documentation.

If a claim is approved, resolution will be provided in one of the following forms at Stem Nova Network's sole discretion:

• Replacement shipment of the affected product(s) at no charge
• Store credit applied to the enrolled practice's wholesale account
• Partial or full refund to the original payment method — for claims involving complete order failure due to verified carrier fault

Cash refunds are issued only in cases of verified complete shipment failure. Partial order issues are resolved through replacement or store credit. Stem Nova Network reserves the right to require a carrier insurance claim to be filed for losses attributable to carrier error.

6. Carrier Damage and Shipping Insurance

All Stem Nova Network shipments are packed with sufficient dry ice for the standard overnight delivery window. In the event of a carrier delay beyond the standard overnight window, Stem Nova Network is not responsible for product condition unless the delay is documented as a carrier error and reported within the 24-hour claim window.

Stem Nova Network is not responsible for losses due to:

• Weather-related carrier delays
• Incorrect delivery address provided by the ordering practice
• Failure of the receiving practice to be present to accept and immediately refrigerate the shipment
• Carrier delays on non-business days where dry ice depletion is foreseeable

7. Order Cancellations

Orders may be cancelled for a full refund only if the cancellation request is received before the order has been processed for shipment. Once an order has been packed and a tracking number generated, the order cannot be cancelled.

To request a cancellation, contact info@stemnovanetwork.com immediately with your order number. Same-day and next-day delivery orders cannot be cancelled due to immediate processing requirements.

8. Wholesale Account Disputes

Any dispute regarding an order, claim, or account balance that cannot be resolved through the standard claim process may be escalated by contacting the SNN founding team directly at partners@stemnovanetwork.com. All disputes are governed by the laws of the State of Texas. Any unresolved disputes shall be subject to binding arbitration in Harris County, Texas.

9. Product Quality Guarantee

Every Stem Nova Network order ships with a lot-specific Certificate of Analysis from our AATB-accredited, FDA-registered tissue establishment supplier operating under cGTP standards (21 CFR Part 1271). The CoA covers NTA-verified particle count (exosome products), post-thaw viability (UCT-MSC products), sterility, mycoplasma, and endotoxin — all specific to the vials in your order.

If the CoA documentation for a shipped lot does not match the specifications represented at the time of purchase, this constitutes a valid claim under Section 2 of this policy.