Returns

Why returns are limited

Research materials are sensitive to temperature, light, and handling. Once a vial has left our control we cannot verify how it was stored, and we will not return material to inventory when its storage history is unknown. Reselling material of uncertain provenance would undermine the documentation chain the rest of this site is built on.

For that reason, opened or unsealed items cannot be returned, and we cannot accept returns simply because an order is no longer wanted.

What we will put right

We will replace or refund an item where:

• The wrong item or wrong strength was shipped.
• The item arrived damaged, with a broken seal, or with a compromised vial.
• The item arrived in a condition inconsistent with its stated storage requirements.
• The documentation supplied does not match the material received.

How to report a problem

Contact us within 7 days of delivery through the contact form, selecting Order status as the topic. Include your order reference, the batch or lot number, and photographs of the item and its packaging where relevant. We will respond with next steps.

Do not discard the packaging until the issue is resolved — carrier claims often depend on it.

Shipping errors and transit damage

Where we shipped the wrong item, we cover return shipping and send the correct item. Where material is damaged in transit, we will work with you and the carrier to resolve it.

Refused or undeliverable shipments

If a shipment is refused at delivery or cannot be delivered because of an incorrect address, any return shipping and re-dispatch costs are the customer’s responsibility.

Customs and import restrictions

You are responsible for confirming that material may lawfully be imported into your jurisdiction. We cannot refund shipments seized or destroyed by customs authorities.

Cancellations

Orders can be cancelled at no cost any time before dispatch. Once an order has shipped it is subject to this policy.