Refund Policy

If an order arrives damaged, incomplete or incorrect, contact us within 7 days of delivery with your order number. The sooner we hear, the more we can do — a carrier claim has its own deadlines, and they are shorter than most people expect.

Raising something late does not mean we will not help. It does mean some options may have closed.

Your order number, and the lot number printed on the vial label.

Photographs, taken before anything is opened: the outer packaging, the vial whole and still sealed, the seal and crimp at the neck, and the specific thing that looks wrong. Photographs of a sealed vial are worth far more than photographs of an opened one.

A sentence on what you noticed. You do not need to diagnose it or use the right word for it.

Once a stopper is pierced or solvent is added, the evidence of how the material arrived is gone, and so are most of the options for putting it right.

Our arrival inspection guide sets out what a sound vial looks like and what a compromised one looks like: /legal/arrival-inspection

Where material arrives damaged or not as described, we will replace the affected item or refund its price, at our option. We aim to replace rather than refund, because a replacement is usually what was wanted.

We do not require a damaged vial to be returned. Compromised material is better discarded where it is than moved again, and photographs are the evidence we work from.

We are not going to make you prove a great deal. If something looks wrong to you and you tell us early with a photograph, that is generally enough.

Research materials that have been opened, pierced or reconstituted cannot be returned once delivered, except where the law requires otherwise. This is a property of the material rather than a commercial preference — once a sealed vial is opened, nobody can establish what happened to it afterwards.

Change of mind on an unopened, unpierced item is considered case by case and is not a right this policy grants.

Title and risk of loss pass on delivery to the carrier, as set out in our Terms of Sale. Where a parcel is lost or damaged in transit, the remedy above is a service commitment we choose to offer rather than an obligation this policy creates — and it is why the 7-day window and the photographs matter, because they are what allow a claim to be made at all.

Shipping charges are not refunded except where an order is cancelled before dispatch.

A refund is issued by the same method the order was paid by, once the claim is agreed. Bank-transfer payments are returned to the account they came from; card payments are returned to the card.

Refunds are for the item price. Where an order is refunded in full before dispatch, any shipping charged is returned with it.