Returns & Refunds
Last updated: 9 July 2026
Because these are sensitive research materials whose integrity depends on proper handling and cold chain, our returns policy is necessarily limited.
Check your order on delivery
Please inspect your order when it arrives, before paying the courier. If an item is visibly damaged, or the order is incorrect, you may decline it at the door and contact us the same day so we can make it right.
Damaged or incorrect items
If a product arrives damaged, or you receive the wrong item, contact us within 48 hours of delivery with your order number and photos where possible. We will arrange a replacement or a refund of the affected item.
Non-returnable items
For safety and product-integrity reasons, opened vials, or products that have left the delivery point, cannot be returned or refunded except where they were damaged or incorrect on arrival. This does not affect rights that cannot be waived under applicable law.
How refunds work (Cash on Delivery)
Because payment is collected in cash on delivery, any approved refund is arranged directly with you (for example, by an agreed method or as credit against a future order). We will confirm the amount and method when your request is approved.
How to request
Start a request from our contact page, quoting your order number. You can look up an order any time on the order tracking page.