Refund and returns policy

Cancelling before dispatch

You can cancel an order at any time before it is dispatched. Email us with your order number and we refund you in full to your original payment method.

Your 14-day right to cancel

If you are a consumer, you may cancel your order within 14 days of receiving it, without giving a reason.

To cancel, email us within that period with your order number and a clear statement that you are cancelling. Then return the goods within 14 days of telling us.

Condition of returned goods

For safety and quality reasons, we can accept returns only of vials that are sealed and unopened, in their original condition. Vials whose seal has been broken or removed cannot be returned, because they cannot be resold safely. This is permitted under consumer law for sealed goods unsuitable for return for health protection or hygiene reasons once unsealed.

Return shipping

You pay the cost of returning the goods unless they were faulty or wrong. Please use a tracked service and pack the vials so they are protected.

Your refund

We refund the price of the returned goods and, if you return the whole order, the original standard shipping cost. We refund within 14 days of receiving the returned goods (or proof that you have sent them back, if earlier), to your original payment method. We may reduce the refund if the goods were handled beyond what is necessary to inspect them.

Faulty, wrong or damaged items

If you receive a wrong product, or a vial arrives damaged, email us within 48 hours of delivery with photos. We send a replacement or refund you in full, including return costs. See also our Shipping policy.

If you believe a product does not match its certificate of analysis, contact us with the batch number. We will investigate with the testing laboratory.

Orders we cancel

We cancel and refund in full any order we cannot accept — for example if a product is out of stock, or if a buyer’s declarations in our Research use policy are not met.

How to contact us

Email the support address shown at the foot of every page. Please include your order number.

Nothing in this policy affects your statutory rights.