Returns & Refunds

Last updated: October 2026

Because our products are laboratory materials, we cannot take back anything that has been opened, used or stored outside our packaging. This policy sets out when we will replace or refund an order.

Cancelling an order

Email [email protected] with your order details. If the order has not shipped, we will cancel it and refund the full amount.

Damaged, incorrect or missing items

If your order arrives damaged, is not what you ordered, or is missing items, email us within 7 days of delivery with your order details and clear photos of the item, its label and the outer packaging. We will replace the item or refund it, at our choice, once we have reviewed the photos. Please keep the packaging until the claim is resolved.

What we cannot accept

• Returns of opened, used, reconstituted or improperly stored products.
• Change-of-mind returns after an order has shipped.
• Claims reported more than 7 days after delivery.
• Orders that arrive undeliverable because of an address error or a refused delivery.

How refunds are paid

Approved refunds go back to the original payment method. Your bank usually shows the credit within 5 to 10 business days. Shipping charges are refunded only where the error was ours.

Chargebacks

If you have a problem with an order, please contact us first so we can fix it quickly. We provide order records, delivery tracking and the recorded researcher confirmation when responding to any payment dispute.