1. Research materials
Because our products are research materials that cannot be verified once opened, we are unable to accept returns of opened vials.
2. Damaged or incorrect orders
If your order arrives damaged, incomplete or incorrect, contact us within 7 days of delivery with your order number and photographs. We will replace the affected items or refund them in full โ your choice.
3. Unopened goods
Unopened, undamaged kits may be returned within 14 days of delivery for a refund of the product price, provided the tamper-evident seal is intact. You are responsible for return shipping and for ensuring the goods reach us in resaleable condition.
4. Cancellations
You may cancel an order at any time before it is dispatched for a full refund. Once dispatched, the unopened-goods policy above applies.
5. Refund timing
Approved refunds are issued to the original payment method within 5โ10 business days. Your bank may take additional time to post the credit.
6. Exclusions
We do not refund products that have been opened, reconstituted, stored incorrectly, or used in a manner inconsistent with these policies, nor where the buyer has breached our Terms of Service.
7. How to start a claim
Contact us through the Contact page with your order number and a description of the problem.