Because research materials cannot be re-sold once they have left our control, sales are final. The exceptions below cover everything that is our responsibility to put right.
All sales final
We do not accept returns of opened or unopened research material. Chain of custody cannot be verified once a package has left our facility, and re-selling returned material would undermine the batch documentation this catalogue is built on.
Damaged, incorrect or missing items
If a vial arrives broken, the wrong compound was picked, or an item is missing from the box, contact us within 7 days of delivery with your order number and photographs of the package and its contents. We replace or refund confirmed errors at our cost.
Shipping damage and carrier claims
Keep the original packaging until the claim is resolved — carriers require it. We file the claim on your behalf and do not ask you to wait for the carrier to pay before we replace the order.
Order issues and resolution
Most issues are resolved within one business day. Where a replacement batch is not immediately available we will offer a refund rather than hold your order open indefinitely.
Cancellations
Orders can be cancelled at no cost until they are dispatched. Once tracking has been issued, the order is on its way and the sections above apply.
Contact us
Email us with your order number and we will pick it up from there.