Refund Policy

Because the products supplied are laboratory research materials sensitive to handling, contamination, and temperature, opened or used items cannot be returned for hygiene and quality reasons, except where a clear quality issue is identified.

To have any chance of a refund or replacement for damaged goods, you must record a clear video of the parcel while it is still completely sealed and unopened, followed by a continuous unboxing video that shows the package being opened for the first time. This must clearly capture the condition of the outer packaging and every item inside.

If the unbroken video evidence shows damage to the products, contact us within 48 hours of delivery with the footage and your order reference. Once verified, we will offer either a replacement or a refund, whichever you prefer.

Claims for damage cannot be processed without complete unopened-and-unboxing video proof, because these materials are temperature-sensitive and we need to confirm they were not exposed or mishandled after delivery.

If tracking confirms a shipment is lost or has not progressed for an extended period, contact us within 7 days of the expected delivery date. After completing the carrier investigation, we will reship or refund as appropriate.

If you believe a delivered item does not match its accompanying Certificate of Analysis (COA), contact us with the batch reference and a description of the discrepancy. We will review the matter and, where the concern is verified, replace the item or refund the affected portion of the order.

If a parcel is held at customs and the recipient refuses to pay the customs fees, duties, or import charges, no refund will be issued. These materials are temperature-sensitive and must be kept cold; once a shipment is refused or abandoned at customs we cannot recover it in a condition we can resell or reuse.

The same applies if the recipient refuses delivery for any reason after the parcel has shipped. Refusing to pay customs fees or refusing the package voids any right to a refund or replacement.

Orders may be cancelled at no cost up to the point of dispatch. After dispatch, the order is subject to the rest of this policy.

Message us through the contact page with the order reference, a brief description of the issue, and any supporting photographs or tracking information. Refunds are processed back to the original payment method, typically within 5–10 working days of approval.