Policy
Refund Policy
Last updated 1 September 2026
We would rather replace a vial than argue about one. This page explains what can be returned, what cannot, and how quickly money comes back.
Cancellations
Orders can be cancelled for a full refund at any time before dispatch. Email us with the order number; because we dispatch quickly, the window may be short. Once a tracking number has been issued the order is treated as a return.
Damaged, incorrect or missing items
If your order arrives damaged, incorrect or incomplete, contact us within 7 days of delivery with your order number and photographs of the packaging and vials. We ship a replacement at no charge, or refund the affected items if you prefer. We may ask you to return the affected vials using a prepaid label.
Returns of sealed vials
Unopened vials with the tamper-evident seal intact may be returned within 14 days of delivery. Email first for a return authorisation and address. The purchaser pays return shipping unless the return is our error. Once received and inspected, the product price is refunded to the original payment method.
Non-returnable items
Because our products are lyophilized research compounds, we cannot accept returns once a vial's seal has been broken, once a vial has been reconstituted, or for products that have been stored outside the conditions on the product page. Bacteriostatic water is non-returnable once opened.
Certificate disputes
If you believe the certificate for your lot does not match the material you received, contact us with the lot number and your observations. We will pull the laboratory record, arrange independent retesting of a retained sample where appropriate, and refund or replace the lot if a discrepancy is confirmed.
How refunds are paid
Refunds are issued to the original payment method within 2 business days of approval and typically appear on your statement within 5–10 business days depending on your bank. Original shipping charges are refunded only when the return is the result of our error.
Research use only
Refund requests describing administration of a product to a human or animal, or any physiological outcome, cannot be processed. Products are sold strictly for laboratory research use — see the disclaimer.