Returns and refunds

1. No returns of dispatched goods

We cannot accept returns of opened or unopened vials. Once a shipment leaves us, storage conditions and chain of custody can no longer be assured, so the material cannot re-enter stock.

2. When we will replace or refund

• The item delivered does not match what you ordered.
• The vial arrives broken, leaking or with a compromised seal.
• The batch fails to meet the specification stated on its certificate of analysis.
• The order never arrives and the carrier confirms loss.

3. How to make a claim

1. Contact us within 7 days of delivery (21 days of dispatch for non-delivery).
2. Quote your order number and the batch number printed on the vial label.
3. Send photographs of the outer packaging, the vial and the label.
4. Retain the item and packaging until the claim is closed.

4. Outcome and timing

Approved claims are resolved by replacement or by refund to the original payment method, normally within 14 days of approval. Refunds include original shipping where the whole order was at fault.

5. Not covered

• Change of mind, over-ordering or duplicate ordering after dispatch.
• Loss of activity caused by storage or reconstitution outside stated conditions.
• Experimental results that differ from your expectations.
• Customs seizure or refusal caused by a missing permit or a restricted destination.

6. Cancellations before dispatch

Orders cancelled before dispatch are refunded in full. Once tracking has been generated the order can no longer be cancelled.