Refund & Return Policy
RETURN ELIGIBILITY
Because these are temperature-sensitive research materials whose integrity cannot be verified once they leave our custody, we cannot accept returns of opened or unsealed vials.
Unopened vials in their original sealed packaging may be returned within 14 days of delivery. Return shipping is the purchaser's responsibility and must use an equivalent cold-chain service. Contact us before shipping anything back — returns sent without prior authorisation cannot be processed.
DAMAGED OR INCORRECT SHIPMENTS
If a vial arrives broken, if cold packs have fully thawed on a cold-chain service, or if you receive the wrong item, contact us within seven days of delivery with your order number and photographs. We will ship a replacement or issue a full refund, at your choice, at no cost to you.
ANALYTICAL DISCREPANCIES
If independent analysis shows a lot does not match its certificate of analysis, send us the report. Confirmed discrepancies are refunded in full and the affected lot is withdrawn.
CANCELLATIONS
Orders can be cancelled at no charge any time before dispatch. Once a shipment has left our facility it can no longer be cancelled.
REFUND PROCESSING
Approved refunds are issued to the original payment method within five business days. Card and PayPal refunds typically appear within a further 3 to 10 business days depending on the issuer. Bank transfer and cryptocurrency payments are refunded by the same channel; for cryptocurrency the refund is calculated on the USD value of the original order.
Because these are temperature-sensitive research materials whose integrity cannot be verified once they leave our custody, we cannot accept returns of opened or unsealed vials.
Unopened vials in their original sealed packaging may be returned within 14 days of delivery. Return shipping is the purchaser's responsibility and must use an equivalent cold-chain service. Contact us before shipping anything back — returns sent without prior authorisation cannot be processed.
DAMAGED OR INCORRECT SHIPMENTS
If a vial arrives broken, if cold packs have fully thawed on a cold-chain service, or if you receive the wrong item, contact us within seven days of delivery with your order number and photographs. We will ship a replacement or issue a full refund, at your choice, at no cost to you.
ANALYTICAL DISCREPANCIES
If independent analysis shows a lot does not match its certificate of analysis, send us the report. Confirmed discrepancies are refunded in full and the affected lot is withdrawn.
CANCELLATIONS
Orders can be cancelled at no charge any time before dispatch. Once a shipment has left our facility it can no longer be cancelled.
REFUND PROCESSING
Approved refunds are issued to the original payment method within five business days. Card and PayPal refunds typically appear within a further 3 to 10 business days depending on the issuer. Bank transfer and cryptocurrency payments are refunded by the same channel; for cryptocurrency the refund is calculated on the USD value of the original order.
Last updated August 4, 2026. Questions? Contact us.