Refund Policy

Unopened vials: 14 days

An unopened vial in its original condition, with its seal intact, may be returned within fourteen days of delivery for a refund of the purchase price. Email [email protected] with the order number before sending anything back — returns without a confirmed return reference cannot be matched to an order.

Return shipping is at your cost unless the return is our error. The refund is issued once the vial has arrived and been inspected.

Opened or reconstituted material: no returns

Once a seal is broken, the vial cannot be accepted back under any circumstances. This is not a commercial preference, it is a consequence of what we sell.

The value of a certificate of analysis is that it describes a known history: a lot that was synthesised, assayed, released and stored under conditions we can account for. A vial that has left our control and come back has a gap in that history that nothing can close. It may have sat at room temperature for a week, been opened in a humid room, been reconstituted and refrozen, or been exposed to light. None of that is visible, and none of it can be tested for after the fact.

A supplier who accepts opened returns and puts them back on the shelf is selling the next customer a vial with an unknown history — which is precisely what batch-specific certification exists to rule out. We would rather refuse the return.

What is always covered

The restriction above applies to a change of mind. It does not apply to anything that is our problem or the carrier’s:

• Damaged in transit. Replaced on receipt of a photograph of the shipping box and its contents, sent within five days of delivery. Keep the packaging until the replacement is confirmed.
• Wrong item or wrong fill shipped. Replaced at our cost, including return shipping. Nothing has to come back before the replacement goes out.
• Missing from the parcel. Shipped or refunded on report.
• Lost in transit. A parcel with no carrier scan for a full business week is replaced or refunded at your choice. We do not require the carrier claim to be settled first.
• Material that does not meet its release specification. Identify the specification you say is unmet and we will assess it against the certificate for that lot. A confirmed non-conformance is refunded in full.

Cancellations

An order can be cancelled in full, at no charge, at any point before the parcel is scanned by the carrier. After that it is handled under the return rules above.

How refunds are issued

Refunds go back to the original payment method. Once issued, the processor and your bank determine when it appears — typically five to ten business days, and we cannot speed that up. You are told the moment the refund is sent from our side.

What is not refundable

• Shipping already paid on a delivered order, unless the return is our error.
• Orders where delivery failed because an incorrect address was supplied, or because the parcel was unclaimed and returned to sender. These are reshipped at cost.
• Material returned opened, unsealed, relabelled, or outside the fourteen-day window.

Disputes

Email [email protected] before opening a dispute with your bank or card issuer. Almost every case resolves faster that way, and a chargeback on an order we would have refunded anyway costs both of us time. Full terms are in the terms of sale.