The short version

If a product arrives damaged, is not what the label says, or does not match its published certificate of analysis, we replace it or refund it in full. Because these are sterile-filled research compounds, we cannot accept a return of a vial that has left our control and been opened.

Damaged on arrival

Photograph the outer packaging and the affected vials before handling them further, and email the images within 48 hours of the delivery scan. Broken vials, a compromised seal or a cracked stopper are replaced at our cost, including shipping.

Incorrect item

If the compound or size shipped does not match your order, we send the correct item immediately and cover return postage on the incorrect one. Report it within 14 days of delivery.

Certificate mismatch

Every lot is published with an independent lab report. If your own analysis of an unopened vial materially disagrees with the certificate for that lot, send us the report. Where the discrepancy is confirmed we refund the affected item in full and withdraw the lot from sale pending re-testing.

Unopened, unused orders

An unopened order in its original sealed packaging may be returned within 14 days of delivery for a refund of the product value less outbound shipping. Return postage is the buyer’s responsibility, and the refund is issued once the parcel arrives and the seals are verified intact.

What we cannot refund

• Opened or reconstituted vials.
• Product stored outside the conditions stated on the product page.
• Orders refused at delivery or returned as undeliverable due to an incorrect address — these are refunded less outbound shipping.
• Outcomes of any experiment. We warrant identity, purity and fill against the published certificate, not the result of your research.

Cancellations

An order can be cancelled for a full refund at any point before a shipping label is generated. Once dispatched it falls under the terms above.

How refunds are issued

Refunds go back to the original payment method. Card refunds typically settle in 5–10 business days depending on the issuing bank.

Raising a claim

Email us with your order number, the lot number from the vial, and photographs where relevant. Use the contact page. We reply to every claim within one business day.