Returns Policy
All sales are final. Because research compounds are temperature- and integrity-sensitive, they cannot be restocked once they leave our custody. We do not accept returns or exchanges. If your order arrives damaged or incorrect, we will replace it or issue a refund.
Check every shipment on receipt: count the vials against the packing list, confirm the lot numbers match the enclosed certificates, and inspect each cake for collapse, discolouration or visible particulates. Photograph anything that looks wrong before handling it further.
Report discrepancies within 7 days of delivery. After that window we can no longer distinguish a packing error from a laboratory handling event, and claims cannot be verified.
Where a problem originates with us or with the carrier, we replace the affected vials at no cost, or issue a full refund where a replacement lot is not available.
Once a vial has left our controlled storage we have no record of its thermal history, and it cannot be returned to inventory. The following are therefore non-returnable.
If an independent assay of your lot disagrees with our certificate, send us the report along with the lot number and the analysing laboratory's method. We will pull and re-test our retained sample from the same lot.
Where the retained sample confirms your finding, we replace or refund the full order and quarantine the remaining lot. Where it does not, we will share both chromatograms so the discrepancy can be examined on method grounds.
Send us a message through the Contact page with your order number, the affected lot numbers, a short description of the issue and any photographs. Most claims are resolved within two business days, and approved replacements ship on the next dispatch cycle.
Do not return material before a claim is approved. Unauthorised returns cannot be processed or credited.
Approved refunds are issued to the original payment method. Card refunds typically settle within 5 to 10 business days depending on the issuing bank; bank transfers are usually faster. Original shipping charges are refunded where the fault was ours.