Returns
Sensitive materials mean limited returns - but transit damage and product errors are always covered.
Damaged in transit
If vials arrive broken or compromised, contact us within 7 days of delivery with photos of the packaging and contents.
Verified product error
If you receive the wrong compound or a batch that does not match its Certificate of Analysis, we will make it right.
Non-delivery
If a confirmed, shipped order does not arrive within a reasonable window beyond the estimate, we will investigate and resolve it.
Why Returns Are Limited
Research compounds are temperature-sensitive and cannot be re-sold once they leave our cold-chain custody. For that reason we cannot accept returns of opened, used, or correctly fulfilled orders. This protects the integrity of every batch we ship.
How to Start a Claim
Use our contact form with your order number and a clear description of the issue. For damage claims, include photographs of the outer packaging, the insulation, and the affected vials. Claims should be opened within 7 days of delivery.
Resolution
Approved claims are resolved by replacement of the affected items or, where replacement is not possible, a credit or refund to your original payment method. We aim to resolve every verified claim quickly and fairly.
Order Changes and Cancellations
Because orders are packed and dispatched quickly, changes or cancellations are only possible before dispatch. Contact us as soon as possible if you need to amend an order that has not yet shipped.
This is a policy template and not legal advice.