Refund Policy

Last updated: 15 September 2026

We want you to be satisfied with your order. This policy explains when we accept returns and how refunds are handled.

Return Window

You may request a return within 30 days of delivery. To be eligible, the item must be unused, unopened, with any seal intact, and in the original packaging. Because our products are laboratory reference materials, any vial whose seal has been broken cannot be resold and is not eligible for return.

Damaged or Incorrect Items

If your order arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery at [email protected] with your order number and photographs of the item and packaging. We will arrange a replacement or a full refund, including shipping, at no cost to you.

How to Start a Return

Email [email protected] with your order number and the reason for return. We will reply with return instructions and a return address. Please do not send items back before receiving these instructions, as unauthorized returns may not be processed.

Return Shipping

For change-of-mind returns, you are responsible for return shipping costs, and we recommend a tracked service – we cannot refund an item we do not receive. Where the return is due to our error or a damaged or defective item, we cover return shipping.

Refunds

Once your return is received and inspected, we will email you to confirm the outcome. Approved refunds are issued to the original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the credit. Original shipping charges are non-refundable on change-of-mind returns.

Non-Returnable Items

The following cannot be returned: items with a broken seal or signs of use; items returned more than 30 days after delivery; clearance or final-sale items; and gift cards.

Cancellations

Orders can be cancelled for a full refund at any time before they are dispatched. Email [email protected] as soon as possible – once a package has shipped, the return process above applies.

Lost or Undelivered Packages

If tracking shows your package as delivered but you have not received it, contact us within 7 days and we will open an investigation with the carrier. Packages returned to us as undeliverable due to an incorrect address supplied at checkout will be refunded less the original shipping cost.

Contact

Questions about this policy? Email [email protected] and we will get back to you within one business day.