Returns & refunds.

You have 7 days from the date your order is delivered to request a return. To keep every batch traceable and protect the integrity of research material, only items that are unopened and unused in their original sealed packaging are eligible.

Our products are research chemicals and are sensitive by nature. Once a vial’s seal is broken, its storage, handling, and chain of custody can no longer be verified. For the safety and integrity of every customer, opened or used items are non-returnable and cannot be resold or restocked.

This is the same standard applied across the laboratory-supply industry. It exists to guarantee that anything we ship is exactly as it left us — third-party tested, sealed, and batch-traceable. It is not a reflection of the order; it’s how we keep the whole catalogue trustworthy.

If your order arrives damaged, or doesn’t arrive at all, we cover it — this sits outside the 7-day return window above. Orders that include Shipping Protection at checkout get the fastest, no-questions resolution, but every order is backed regardless.

Get in touch with your order number and clear photos of the parcel and contents as they arrived. Once we’ve reviewed it, we’ll arrange a free replacement or a full refund — whichever you prefer.

• Damaged on arrival — photos of the outer parcel and the affected items
• Lost in transit — we’ll trace it with the carrier and re-ship if it can’t be located
• Wrong item received — we’ll send the correct item and cover return postage

Returns are quick and handled one-to-one. Don’t post anything back before you hear from us — unauthorised returns can’t be tracked or matched to your order.

1. Contact support Message us through the Support page with your order number and a short note on what’s wrong.
2. We review & confirm We’ll check eligibility against this policy — usually the same day — and reply with your options.
3. You get instructions If approved, we’ll issue clear return instructions and the address to send your sealed items to.
4. Resolution Once the return is received and approved, we process your replacement or refund.

Approved refunds are issued to your original payment method — the card or pay-later service you checked out with. We process the refund once your return is received and approved; you’ll get an email confirmation the moment it’s sent.

For safety, integrity, and traceability, the following can’t be returned or refunded once opened or once dispatched. This keeps the catalogue sealed, tested, and trustworthy for every researcher.

• Opened vials — any item whose factory seal has been broken
• Bacteriostatic water once opened — sterility can’t be guaranteed after the seal is broken
• Clearance & final-sale items — clearly marked as final sale at the time of purchase
• Lab essentials that have been unsealed — syringes, swabs, and consumables once the seal is broken