Refund Policy

All sales are final once shipped

Because these are refrigerated research materials with a limited shelf life, and because we cannot verify the storage conditions a product has been held under once it leaves our control, returns and refunds are not available after an order has shipped.

This is a cold-chain integrity requirement, not a commercial preference. A returned vial cannot be resold, because its temperature history cannot be established. Please review your order carefully before submitting it.

Cancelling before dispatch

An order can be cancelled for a full refund at any point before it is dispatched. Contact us as soon as possible — orders are typically dispatched within 2–3 business days.

Damaged or incorrect shipments

If your shipment arrives damaged, or the compound, strength, or format does not match what you ordered, contact us within 48 hours of delivery. Retain the packaging and, where possible, send photographs of the outer box, the cold-chain packaging, and the affected items.

Confirmed damaged or incorrect shipments are replaced at no cost, or refunded in full where a replacement is not available.

Analytical discrepancies

The analytical results for every published lot are on this site, and the laboratory certificate is available on request. If your own analysis of a batch materially disagrees with the published result for that lot, contact us with your data. We will review it against the certificate and, where a discrepancy is confirmed, replace or refund the affected material.

Refused, seized, or undeliverable shipments

Refunds are not available for shipments refused at delivery, seized by customs or another authority, or returned undeliverable due to an incorrect address supplied at checkout.

How refunds are issued

Approved refunds are issued to the original payment method. Please allow up to ten business days for the credit to appear, depending on your bank or card issuer.

Before raising a dispute

If something is wrong with your order, contact us first. We respond to order issues directly and will resolve a legitimate problem faster than a card dispute will.