Returns & Replacements

What we cover

Tell us within 7 days of delivery and we will send you a free replacement in one of two cases:

• the vial arrived broken, cracked, leaking or with a compromised seal;
• the product is not what you ordered.

That is the only remedy. We do not issue refunds, and there is nothing to send back - keep or dispose of the affected vial and we ship a replacement.

What we cannot accept back

• opened, used or reconstituted vials;
• product that has been stored outside the conditions on the label;
• change-of-mind returns on correctly delivered, intact product.

Once a vial leaves our control we have no way to verify how it was handled, and we will not resell material whose cold chain we cannot vouch for. That is a safety position, not a sales one.

How to make a claim

• Email [email protected] within 7 days of delivery, or use the contact form.
• Include your order reference and photos of the vial, the label and the packaging.
• We reply within 1 business day and confirm your free replacement.
• The replacement ships once we have the photos - nothing needs to come back to us, and no refund is issued.

Once your payment is accepted the order goes into processing right away, so it cannot be cancelled.

Returns, Replacements & Cancellations

Because our products are sensitive research materials whose integrity and safety cannot be assured once they leave our control, the following applies:

• No returns are accepted. Product cannot be sent back once it has left our control, for safety and integrity reasons.
• No refunds are issued. The only remedy is a free replacement, in the two cases below.
• If an order arrives damaged (a broken, cracked or leaking vial, or a broken seal) or is the wrong product, contact us at [email protected] within 7 days of delivery with your order reference and photos, and we will ship a free replacement. Nothing needs to be sent back.
• Once payment is accepted, an order begins processing immediately and cannot be cancelled.

This section does not limit any non-waivable rights you may have under applicable consumer protection law.