Returns & Refunds.

When the fault is ours.

Tell us within 14 days of delivery and we replace or refund — our choice of the two — if:

• the wrong vial, strength or quantity arrived;
• it came damaged, leaking, or with a seal already broken;
• it never arrived and tracking cannot account for it;
• the batch is past its expiry, or too near it.

Send the order number and a photo of the box, the label and the vial to [email protected]. Take that photo before unpacking further — it resolves almost every case immediately. Where a physical return is needed we cover the postage; more often it is not needed at all.

What cannot come back.

Anything opened, reconstituted or with a broken seal. Once a vial has left our control and been opened, nobody can establish what is in it or how it was kept, and we will not pass it to someone else. Every serious supplier of research material draws the same line, and it is why the EU right of withdrawal does not cover sealed goods that have been unsealed.

Nor can we refund:

• a vial damaged after delivery, through storage or handling on your side;
• a parcel that failed because the address we were given was wrong, or nobody accepted it — we resend, but the €20.00 applies again;
• an order refused or seized at customs in a country where receiving the goods was not lawful for you. Establishing that is on you, under our Terms. Terms & conditions

If you change your mind.

Before dispatch, write and we cancel and refund in full, fee included. Since we pull and post the same day, that window is short — write immediately.

After dispatch, an unopened order with seals intact can return within 14 days at your postage cost, and we refund the goods once they reach us as they left. The delivery fee is not refunded then, because the delivery took place.

How refunds come back.

By the route they arrived: a bank transfer returns to the account that sent it, crypto to the wallet that sent it, same token, same network. An agreed refund is processed within five working days. Crypto is returned as the number of tokens received, not the EUR value on the day — rates move, and we are not a currency desk.

Batch documentation.

If you want the paperwork for the batch you received, send the order number and we request it upstream. Where a supplier publishes reports they are already on the vial's page — but that report covers the batch printed on it, which may not be the one you were sent.