At a glance
- Cancel free of charge any time before your order ships.
- Damaged, wrong or out-of-specification items are replaced or refunded in full.
- For safety we cannot take back opened vials or products that have left our care for any other reason.
Cancelling before shipping
You can cancel any time before your order is marked shipped. Write to us through the contact page with your order number. A paid order is refunded in full.
Why we cannot take back most items
We cannot check how a vial was stored once it has left us, so we cannot resell it or be sure it is safe to handle. For that reason we do not accept returns of items that arrived as ordered and undamaged. This does not affect your rights when an item is faulty.
Damaged, wrong or faulty items
If an item arrives broken, is not what you ordered, or does not match its certificate of analysis, tell us within seven days of delivery. Send your order number, photographs of the vial and its label, and the lot number. We replace the item or refund it in full, including delivery, and we may ask you to return it at our cost.
How refunds are paid
Refunds go back to the account you paid from, within seven working days of our decision. Your order page shows the refund once it is made.
Orders we cancel
When we cancel an order, for example under our research use policy or because an item is out of stock, we refund everything you paid.
Questions about this policy
Write to us and a person replies within one working day.