Last updated: 9 October 2026
Return window
Because our products are shipped under controlled conditions, returns are limited. You may request a return within 14 calendar days of delivery, provided the conditions below are met.
What can be returned
To be eligible, an item must be:
- Unopened, with the vial seal and crimp intact and unbroken;
- In its original packaging, including any cold packs and outer carton;
- Accompanied by the order number and the batch code from the vial;
- Accompanied by the certificate of analysis supplied with the shipment.
What cannot be returned
- Vials whose seal, crimp or septum has been broken or punctured.
- Reconstituted or partially used material.
- Products stored outside the conditions stated on the batch documentation.
- Custom-fill, private-label or made-to-order compounds, which are produced to your specification and cannot be restocked.
- Items returned without prior authorisation.
Damaged, defective or incorrect shipments
If a parcel arrives damaged, or contains the wrong item or quantity, contact us within 48 hours of delivery with photographs of the packaging and the affected vials. Verified cases are replaced or refunded in full, including shipping, at no cost to you.
We may ask you to retain the original packaging until the claim is resolved, as carriers sometimes require inspection.
How to start a return
- Contact our support team through the contact page and select “Shipping & order status”, or quote your order number directly.
- Wait for a return authorisation and the return address. Please do not ship anything back before you receive it.
- Pack the item securely, include the authorisation reference, and send it tracked. Return shipping for change-of-mind returns is at your cost.
Refunds
Once a returned item is received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method within 5–10 business days of approval. Original shipping charges are refunded only where the return results from our error or from a damaged or defective shipment.
Order cancellations
You may cancel an order at no charge before it is dispatched. Once a parcel has left the facility it is treated as a return under this policy. To cancel, contact support as soon as possible with your order number.
Research use only
All products are supplied strictly for laboratory research use. Returns are not accepted on the basis that a product was unsuitable for a clinical, diagnostic, veterinary or personal application, as such uses are outside our intended supply.