Last updated: 8 August 2026
We want you to receive exactly what you ordered, in good condition, with documentation that matches the vial. If that has not happened, we will put it right.
Damaged, incorrect or missing items
Contact us within 7 days of delivery with your order number and photographs of the outer packaging, the packing slip and the contents. If an item arrived damaged, was the wrong compound or vial size, or is missing from the shipment, we will send a replacement or issue a full refund, at your choice.
Material that does not match its certificate
Every batch ships with an independent certificate of analysis. If your own analysis indicates the material does not match the certificate supplied, contact us with your results. We will review it and, where the discrepancy is confirmed, refund the item in full.
Unopened items
Unopened vials in their original sealed packaging may be returned within 14 days of delivery for a refund of the purchase price, less original shipping. Return shipping is the customer’s responsibility unless the return is the result of our error.
Items we cannot accept back
For safety and integrity reasons we cannot accept returns of vials that have been opened, reconstituted, or stored outside the conditions listed on the product page, or of any material where the cold chain or seal cannot be verified.
How to start a return
Contact us through our Contact page with your order number and the reason for the return before sending anything back. We will authorise the return and confirm the address to use. Returns sent without prior authorisation cannot be processed.
Refund timing
Approved refunds are issued to the original payment method within 5 to 10 business days of us receiving and inspecting the return, or of approving a claim where no return is required.
Cancellations
Orders can be cancelled for a full refund any time before dispatch. Once an order has shipped it is handled under the return process above.