RETURNS POLICY

Damaged or Incorrect Orders

We take great care in packing every order, but in the rare event that your shipment arrives damaged, incomplete, or contains the wrong product, we will resolve it promptly. Please contact us at [email protected] within 48 hours of receipt with the following information:

• Your order number
• Photographic evidence of the damage or incorrect item
• A description of the issue
• The original packaging and shipping label (please do not discard)

We will arrange a free replacement shipment or a full refund at our discretion. Most issues are resolved within 2-3 business days of contact.

Research Products - Cold-Chain Restrictions

Due to the nature of research compounds and the strict cold-chain storage requirements they demand, we are unable to accept returns on opened, unsealed, or used products. Once a vial seal is broken or a bottle is opened, the integrity of the compound cannot be guaranteed and it cannot be resold.

This restriction is in place to protect future customers and maintain the quality standards we publish on every Certificate of Analysis.

Unopened Returns

Unopened products in their original sealed packagingmay be considered for return within 14 days of delivery. To be eligible:

• Items must be unopened, unsealed, and in original tamper-evident packaging
• You must contact us at [email protected] before sending any items back
• Return shipping costs are the buyer's responsibility
• We recommend using a tracked service for return shipments
• A 15% restocking fee may apply to non-defective returns

Please do not send any items back without prior authorisation.Unauthorised returns cannot be processed and may be returned to sender at the buyer's expense.

Refund Process

Once an authorised return has been received and inspected at our warehouse, refunds are processed within5 business days. Refunds are issued to the original payment method:

• Bank transfer (BACS) - refunded to the originating bank account
• Card payment - refunded to the original card; allow 3-10 days for the refund to appear depending on your bank
• Cryptocurrency - refunded in equivalent GBP to a bank account you provide, due to crypto price volatility

Non-Returnable Items

The following items cannot be returned under any circumstances:

• Opened or unsealed compounds
• Reconstituted vials
• Items damaged by misuse, mishandling, or improper storage by the buyer
• Custom or special-order items
• Bulk or wholesale orders (unless damaged in transit)
• Sale or clearance items

Order Cancellations

You may cancel your order for a full refund at any time before it has been dispatched. Once dispatched, the order falls under our standard returns policy. To cancel, contact us as quickly as possible at [email protected] with your order number.

Contact

For all returns, refund, and cancellation enquiries, contact our customer support team at [email protected] with your order number. We aim to respond within four business hours during UK working days.