Returns & refunds.

The short version

Sealed, unopened materials can be returned within 30 days of delivery. Anything whose seal has been broken cannot be returned, because once a seal is broken no one can verify how it was stored. If we sent the wrong item, a short quantity, or it arrived damaged, we put it right at our cost. Every return needs our authorization first.

Returns of sealed materials

You may request a return of a material within 30 days of delivery if all of the following are true:

• the vial is unopened and its tamper-evident seal and crimp are intact;
• the label and lot number are undamaged and legible;
• it has been stored at the condition printed on its label;
• it is returned in its original packaging with all included documents;
• it was bought directly from us, not from a reseller or wholesale customer.

Returns are inspected on arrival. If a return does not meet these conditions, we may send it back at your expense or, if you do not pay for its return within 30 days, dispose of it without refund.

What cannot be returned

• Any material whose seal, crimp or cap has been broken, punctured or tampered with.
• Any material not stored as its label states, or that has been frozen and thawed, exposed to heat, or otherwise mishandled after delivery.
• Any material returned more than 30 days after delivery.
• Any material returned without our prior authorization.
• Any material that has been resupplied to, or used by, another person.

This is a safety and traceability rule, and it is not waived.

Damaged, incorrect or short deliveries

Tell us within 7 days of delivery, with photographs of the outer packaging, the inner packaging, the vial and its label, and the shipping label. If we sent the wrong material or quantity, or it arrived damaged, we will replace it or refund it in full and pay any return carriage. Keep all packaging until we have resolved your claim. We may ask you to return the affected material before we replace or refund it.

If a material does not match its record

If the lot number on your vial does not match a lot the Site shows for that material, or a material is not the material named on its label, stop using it and contact us within 30 days of delivery. We will investigate and, if the claim is confirmed, replace the material or refund it in full. That is your remedy under the limited warranty in our Terms. If you rely on your own testing, send us the full report, including the laboratory's name and method.

Lost and undelivered parcels

If tracking shows no movement for 7 business days, or your parcel is marked delivered but you cannot find it, tell us within 14 days of the expected delivery date. We will open a claim with the carrier and, once the carrier confirms the loss, reship or refund. A parcel shown as delivered to the correct address is not treated as lost until the carrier's investigation is complete.

If a parcel is returned to us because the address you gave was wrong or incomplete, or because delivery was refused or not collected, we will reship it once you pay the new shipping charge, or refund the price of the materials less the original shipping charge and any return carriage we were charged.

How to request a return

Email [email protected] with your order reference, the material, its lot number, the reason for the return and, for a damage or error claim, your photographs. If the return is approved we will give you a return authorization and the address to send it to. Do not send anything to our mailing address, which cannot accept parcels. Returns sent without authorization cannot be matched to an order and will not be accepted.

Return shipping

Where the return is our error (wrong item, short quantity, damage in transit, or a confirmed mismatch), we pay return carriage and send you a prepaid label. For any other return, you pay return carriage, should use a tracked service, and bear the risk of loss until we receive it. The original shipping charge is refunded only where the return is our error.

Refunds

Approved refunds are issued to the original payment method within 10 business days after we receive and inspect the return, or after we approve a claim that does not need a return. Your bank may take a further few days to show it. We cannot refund to a different card or account. There is no restocking fee. Reward points earned on a refunded order are removed, and points you spent on it are returned to your account.

Canceling an order

You may cancel an order for a full refund at any time before it is dispatched by emailing [email protected] with your order reference. Once an order has been dispatched it cannot be canceled, and the return terms above apply. We may cancel an order ourselves as our Terms describe, and refund anything you paid.

Exchanges

We do not exchange materials directly. Return an eligible material for a refund and place a new order.

Payment disputes

Please contact us before disputing a charge with your bank; we usually resolve problems faster. Our Terms explain how chargebacks for delivered orders are handled.

Wholesale orders

Wholesale orders follow the written terms agreed for the account. Where there are none, this policy applies, except that change-of-mind returns of wholesale orders are not accepted.

Product notices and recalls

If we learn of a problem with a lot, we will contact affected customers at the email address on the order with instructions, and replace or refund affected materials where appropriate. Keep your email address up to date.

Your statutory rights

Nothing in this policy limits any right you have under a law that cannot be excluded by agreement.

Contact

Returns and claims: [email protected]