What is your refund policy?

To raise a claim, contact support with your order number and photographs of the packaging and contents within the claim window stated in the refunds policy.

Accepted claims are resolved by replacement or refund at our discretion, and refunds are issued to the original payment method.

We cannot accept claims arising from use of a material outside a laboratory research context, from storage or handling after delivery, or from a material being unsuitable for a purpose it was not supplied for.

What makes a claim straightforward to resolve

Photographs taken before anything is unpacked further are the single most useful thing, because they record the state the parcel arrived in. A broken vial, a missing desiccant sachet, a compromised crimp or a label that does not match the order are all visible, and a photograph of them settles the question immediately. Once the packaging has been discarded, a claim rests on description alone, which is harder for both sides.

Quoting the order number and the lot number from the vial matters for the same reason. It lets us identify exactly what was supplied and from which batch, rather than reasoning about what should have been in the parcel.

The categories that are resolved are the ones where the failure is ours or the carrier's: damaged in transit, defective, short-supplied, or the wrong item sent. What falls outside is material that arrived as ordered and in good condition — because at that point the chain of custody has transferred, and we have no way to establish what happened afterwards.