Customer care

Refunds & returns.

If your order arrives damaged, incorrect or doesn't arrive at all, we put it right. Here is what is covered and how to make a claim.

Last updated October 29, 2026US · Canada · Europe · Australia
1Tell us within 7 daysEmail us with your order number and photos of the problem.
2We review itWe reply within 2 business days, usually sooner.
3We put it rightYou get a free replacement or a full refund.

01Our promise

We want every order to arrive complete and in perfect condition. If something goes wrong, such as a broken vial, a wrong item or a lost parcel, we will replace it or refund you.

Because our products are sensitive research materials, we cannot take back products once they have been opened or have left our control in a way we cannot check. This page explains exactly what is covered and how to make a claim.

02What is covered

We will replace or refund

  • Vials that arrive broken, cracked or leaking
  • The wrong product or the wrong size
  • Items missing from your order
  • Parcels lost in transit
  • Seals that are broken or tampered with on arrival
  • Orders cancelled before they ship

We cannot accept

  • Vials that have been opened or reconstituted
  • Products stored incorrectly after delivery
  • Change-of-mind returns of research materials
  • Claims made more than 7 days after delivery
  • Parcels sent to a wrong address you entered
  • Parcels refused or seized because import was not allowed where you live

03How to make a claim

Email us within 7 days of delivery, or within 7 days of the expected delivery date if your parcel has not arrived. Please include:

  • your order number;
  • a short description of the problem;
  • clear photos of the damaged or incorrect items and the packaging, including the vial labels;
  • for missing items, a photo of everything that was in the parcel.

Please keep the products and packaging until your claim is resolved, as we or the carrier may ask to see them.

Report a problem with my order

04Lost or delayed parcels

Check tracking firstDelivery times vary by country and customs checks can add delays. Your tracking link shows where your parcel is.
When a parcel counts as lostIf tracking has not updated for 14 days, or the parcel has not arrived 30 days after it shipped, contact us and we will open an investigation with the carrier.
What happens nextIf the carrier confirms the parcel is lost, we send a free replacement or a full refund, your choice.
Marked as delivered but not receivedCheck with neighbours and your local post office, then contact us within 7 days. We will open a claim with the carrier.

05Customs and import

International parcels can be inspected by customs. Import duties or taxes charged by your country are your responsibility unless they were shown as included at checkout.

You are responsible for making sure the products can be legally imported where you live. If customs refuses or seizes a parcel because import is not allowed, we cannot guarantee a refund or reshipment. If a parcel is held for paperwork, contact us and we will help with the documents we can provide.

06Cancelling an order

You can cancel free of charge at any time before your order ships. Email us with your order number and we will refund you in full. Once an order has shipped, it can no longer be cancelled, but the rest of this policy still applies if there is a problem with it.

07How refunds work

Payment methodRefunds go back to the original payment method used for the order.
TimingWe process approved refunds within 2 business days. Your bank or card provider may take a further 5–10 business days to show it in your account.
Shipping costsIf the problem is our mistake, we refund the shipping cost too.
ReplacementsReplacements are sent at no cost to you, with a new tracking number.

08Your legal rights

This policy is in addition to your rights under consumer law. Customers in the European Union, the United Kingdom and Australia have statutory rights that cannot be removed. For example, in the EU and UK you may have a right to cancel an online purchase within 14 days of delivery for products that are still sealed and unopened.

Nothing in this policy limits those rights. See our Terms and Conditions for the full terms of sale.

09Contact us

For anything about a refund, return or order problem, contact us. Include your order number and we will find it fast.

We reply on business days, usually within 24 hours.