Refund policy

RETURNS

Because our products are temperature-sensitive research compounds supplied in sealed, sterile vials, we can only accept returns of items that are unopened, unused, and in their original sealed packaging with the tamper-evident seal intact.

If you wish to return an eligible item, contact our support team at the Contact & Support page within 14 days of delivery. Please include your order number and the reason for the return. Once approved, items must be returned to us within 14 days of the approval. Return postage is the responsibility of the customer unless the return is due to our error.

Opened vials, reconstituted compounds, and items with broken seals cannot be returned or refunded under any circumstances, as product integrity cannot be verified after opening.

DAMAGED, INCORRECT, OR MISSING ITEMS

If your order arrives damaged, contains the wrong item, or is missing an item, contact us within 48 hours of delivery with your order number and clear photos of the packaging and contents. We will send a replacement or issue a full refund for the affected items — whichever you prefer. This costs you nothing.

LOST PARCELS

All orders are shipped with tracking. If your tracking shows no movement for 7 days (UK) or 21 days (international), contact us and we will investigate with the carrier. If a parcel is confirmed lost in transit, we will reship your order or refund it in full.

REFUND PROCESSING

Approved refunds are issued to the original payment method within 5–10 business days of us receiving the returned item (or confirming the issue, for damaged/lost orders). We will notify you by email when the refund has been processed.

NON-REFUNDABLE SITUATIONS

- Opened or unsealed products
- Products damaged by improper storage after delivery
- Orders refused or returned due to an incorrect address supplied at checkout (reshipping costs apply)
- Change of mind on opened items

QUESTIONS

Contact us via the Contact & Support page on our website — we respond within one business day.