Returns & Refunds
Our approach to returns, replacements and refunds for research materials.
Research Materials Are Sensitive
Because our products are research materials whose integrity depends on controlled storage and handling, we are generally unable to accept returns of opened or used items. This protects the quality and traceability of everything we supply.
Damaged or Incorrect Orders
If your order arrives damaged, or you receive an item you did not order, contact us within seven days of delivery with your order number and photographs of the packaging and contents. We will arrange a replacement or a refund at no cost to you.
Unopened Items
Unopened items in their original, undamaged packaging may be eligible for return within fourteen days of delivery. Contact us before returning anything so we can issue return instructions. Returns sent without prior authorisation cannot be processed.
Quality Concerns
If analytical results from your laboratory appear inconsistent with the Certificate of Analysis for your batch, contact us with the batch number and your findings. We will review the batch records and respond promptly.
Refund Processing
Approved refunds are issued to the original payment method. Please allow a reasonable period for your payment provider to process the credit once we have confirmed the refund.
Cancellations
Orders may be cancelled at no charge before they are dispatched. Once an order has been dispatched it cannot be cancelled, and the returns process above applies instead.
How to Start a Return
Contact our support team with your order number and a description of the issue. We will confirm whether your item is eligible and provide instructions before you send anything back.