Refund and Returns Policy

1. Overview

Because our products are research materials whose integrity depends on controlled storage and an unbroken chain of custody, we are unable to accept returns of products once they have left our facility, except in the circumstances set out in this policy. This policy forms part of our Terms of Service.

2. Order Cancellations

You may cancel an order at any time before it has been dispatched by contacting us with your order number. Cancelled orders that have not been dispatched are refunded in full to the original payment method.

Once an order has been dispatched it can no longer be cancelled.

3. Damaged, Incorrect or Missing Items

We will replace or refund an item where:

• the item arrived damaged or with a broken seal;
• you received a different product, strength or quantity from the one ordered;
• an item listed on your order is missing from the parcel; or
• an analytical discrepancy against the supplied Certificate of Analysis for that lot is documented.

To make a claim, contact us within 14 days of delivery with your order number, the lot number printed on the vial, and clear photographs of the item and packaging. Please keep the item and packaging until the claim has been resolved.

4. Non-Returnable Items

We cannot accept returns or give refunds for:

• products that have been opened, reconstituted or used;
• products that have not been stored in line with the storage conditions stated on the product page and label;
• change of mind after dispatch; or
• claims made more than 14 days after delivery.

5. Return Process

Where we ask for an item to be returned, we will send you return instructions and, if the return is due to our error, a prepaid return label. Please do not send any item back without contacting us first, as unauthorised returns cannot be processed.

6. How Refunds Are Issued

Approved refunds are issued to the original payment method used for the order. Once a refund is approved it is normally processed within 5 business days. The time it takes for the refund to appear on your statement depends on your card issuer or bank.

Where only part of an order is affected, a partial refund is issued for the affected items.

7. Orders Refused for Compliance Reasons

If we cancel an order because it does not meet our Research Use Only or qualified purchaser requirements, the order is refunded in full to the original payment method and no products are shipped.

8. Before Raising a Dispute

If there is a problem with your order, please contact us first. Most issues are resolved quickly and directly. Please see our Chargeback Policy for more information.

9. Contact

To cancel an order or make a claim, please contact our support team through the Contact page with your order number.