Returns & Refunds
We replace or refund anything that arrives damaged, incorrect, or does not arrive at all. We cannot accept returns of opened or temperature-sensitive materials.
What we will always put right
Damaged on arrival. A cracked vial, a compromised seal or a broken stopper. Photograph it before opening anything else and contact us within 7 days of delivery.
Wrong item. If what arrived does not match your order, we replace it at our cost.
Never arrived. If tracking shows no delivery and the window has passed, we will investigate with the partner and either replace the order or refund it.
What we cannot take back
We cannot accept the return of a vial that has been opened, reconstituted, or stored outside the conditions on its product page. Once material leaves our chain of custody we have no way to verify how it was handled, and a returned vial can never go back into the catalogue.
This is standard for laboratory reference materials and it exists to protect the next buyer, not to avoid refunds.
Unopened, unused vials in their original packaging can be discussed case by case. Contact us before sending anything back — an unannounced return cannot be credited.
Customs seizures
If a shipment is seized or refused entry, contact us with any notice you received. We will review it with you.
Because you are the importer of record and import rules vary by jurisdiction, a seizure is not automatically refundable. We look at these individually and we would rather resolve one fairly than argue about it — but we cannot promise an outcome in advance.
How to make a claim
Email [email protected] with your order number, a description of the problem, and photographs where relevant.
We aim to reply within two business days. Approved replacements go out on the same 10–15-day window as a new order. Approved refunds are returned by the method you paid with where that is possible; where it is not, we will agree an alternative with you.
Cancelling an order
You can cancel for a full refund any time before we raise the purchase order with our partner — normally the same day you ordered. After that the order is committed and cannot be cancelled.
Email [email protected] as early as you can.
Last updated 28 July 2026.
For Research Use Only. All products are supplied as laboratory reference materials for in-vitro and laboratory research. Not for human or veterinary use. Age 21+.