We do not accept returns.
Once a vial leaves our custody we have no way to verify how it was stored or handled. We will not put it back into inventory for the next customer, and we will not pretend otherwise. Every supplier in this category that accepts returns is either destroying them or reselling them. We would rather tell you which one we are.
What we make right, with nothing sent back
If any of the following happens, you get a replacement or a full refund — your choice. We do not ask you to ship anything back, pay a restocking fee, or photograph the damage unless you want to.
- The order arrived damaged, leaking, cracked or compromised.
- The order was lost in transit or never delivered.
- We sent the wrong item, the wrong size, or the wrong quantity.
- The material does not match the certificate of analysis we published for that lot.
- The order never shipped when we said it would.
Discounted and promotional orders are covered the same way
A first order at an introductory price, a bundle, a promotional unit — all of it carries exactly the same protection as a full-price order. A discount is not a reason to treat you differently. We mention this explicitly because the industry standard policy excludes sale items, and we do not.
How to reach us
Tell us within 30 days of delivery. Sooner helps on a carrier claim, but we are not going to argue about a day or two.
You will reach a person. We answer the same business day. There is no ticket queue, no form to fill in, and no script.
If something falls outside that list, write to us anyway
Policies cannot anticipate everything, and we would rather hear about a problem than have you decide quietly that we were not worth a second order. If something went wrong and it is not on the list above, tell us what happened. We are not going to win this on a technicality.
How refunds are issued
Refunds go back to the original payment method. We issue them the same business day we agree one is owed. After that the timing belongs to your bank — typically three to ten business days for the credit to appear, sometimes longer depending on the card issuer. If more than ten business days have passed and you still do not see it, contact us and we will send you the transaction reference so you can trace it.
Shipping charges are refunded when the fault is ours. On a lost, damaged, wrong or unshipped order, you are refunded in full including what you paid to ship it.
Research use
Everything we sell is supplied for laboratory research use. Our products are not drugs, not dietary supplements, and not for human or veterinary consumption. We make no claims about safety or efficacy in humans, and we will not help you make any either. If that is what you need, you need a pharmacy and a prescription, not a research supplier.
Orders are accepted on that basis.
