Complaints, recalls and incident reporting

1. Raising a complaint

Contact us with your order number, the batch number on the vial, a description of the issue and any supporting photographs or analytical data. Keep the affected material and its packaging until the case is closed.

2. How we handle it

1. Acknowledgement within 2 working days, with a case reference.
2. Investigation of the batch record, retained sample and dispatch history.
3. Outcome within 20 working days, in writing, with the corrective action taken.
4. Escalation to a senior reviewer if you are not satisfied with the outcome.

3. Recalls and withdrawals

If an investigation shows a batch does not meet its specification, is mislabelled or may be unsafe to handle, we will withdraw remaining stock, contact every customer who received the batch, provide handling and disposal instructions, and issue a replacement or refund. Please act on recall notices promptly and confirm receipt.

4. Incident reporting

Report any exposure, spillage, container failure or unexpected hazard immediately so we can assess whether other customers are affected. In an emergency, contact your local emergency services or poisons centre first and follow the safety data sheet for the product.

Because our products are for laboratory research only, we cannot give clinical advice and cannot assess reports arising from human or veterinary administration — such use is prohibited under our restricted-products policy.

5. Reporting misuse or counterfeits

Tell us if you see our labelling on material sold for human use, or a supplier claiming to act on our behalf, so we can investigate and notify the relevant authorities.

6. Records

Complaint, recall and incident records are retained for a minimum of five years and are reviewed periodically to improve our processes.