This policy forms part of our Terms of Use. It reflects the nature of what we supply: research chemicals whose integrity depends on unbroken storage conditions and verified chain of custody.
1. Why returns are restricted
Once a vial has left our control we cannot verify how it was stored, handled or transported. Product returned to inventory after an unverified excursion could not honestly be sold to another researcher as meeting its certificate of analysis. For that reason we do not operate a general change-of-mind returns process.
2. When we will put it right
We will replace or refund, at our option, where:
- the product arrived damaged, for example a cracked vial or a compromised seal;
- the product is materially not as described, including where it does not conform to the specification on its batch certificate of analysis;
- we shipped the wrong item or the wrong quantity;
- the product did not arrive within the timescales in our Shipping and Delivery policy.
You must report the issue within the window set out in that policy, with the supporting photographs described there.
3. What cannot be returned
- Product that has been opened, used, reconstituted, aliquoted or relabelled.
- Product stored outside the conditions stated on the product page or certificate of analysis.
- Product ordered in error where the item supplied matches the order.
- Product refused at customs, seized, or destroyed by a regulatory authority.
- Product where the outer packaging was discarded before the issue was reported, since the carrier claim cannot then be substantiated.
4. Experimental outcome is not a defect
We warrant conformity to the batch certificate of analysis. We do not warrant that a product will produce any particular experimental result. An unexpected or negative result in your assay is not, by itself, evidence of a defect, and is not grounds for return. Where you believe material does not meet its stated specification, contact us with your analytical data and batch number and our scientific team will investigate. Where an independent analysis substantiates a genuine non-conformity, we will replace or refund and cover the reasonable cost of that analysis.
5. How to start a claim
Email [email protected] with your order number, the batch number from the vial or certificate, a description of the issue, and the photographs required by the Shipping and Delivery policy. Do not return anything before we authorise it. Unauthorised returns are not accepted and cannot be refunded.
Where a return is authorised we will issue a return authorisation and instructions. Return the item in its original packaging with all documentation.
6. Refunds
Approved refunds are issued to the original payment method within 10 business days of us receiving and inspecting the returned item, or of us approving a claim where no return is required. Refunds cover the price paid for the affected item. Original shipping is refunded only where the entire order is at fault. Bank or card processing times are outside our control.
7. Cancellations
You may cancel an order at no cost at any time before it is dispatched, by emailing [email protected]. Once dispatched, the Shipping and Delivery policy and this policy govern.
8. Contact
Returns and refunds: [email protected]