REFUND & RETURN POLICY

Last updated June 2026

Everything we sell is supplied as sealed laboratory reference material for research use only. Because these are temperature-sensitive, sealed goods, returns are by their nature limited — but if anything is wrong with your order, we will make it right.

Damaged, warm, or compromised on arrival

Inspect your order as soon as it arrives. If a vial is broken, a seal is compromised, or the cold-pack has failed and the contents arrived warm, contact us within 48 hours of delivery with your order number and a photo. We will send a free replacement or issue a full refund, including any shipping.

Wrong or missing items

If we shipped the wrong item, or an item is missing from your order, let us know within 48 hours and we will correct it at our own cost.

Unopened items

Unopened, unused items with the manufacturer seal fully intact may be returned within 7 days of delivery for a refund of the product value. You are responsible for return shipping and for ensuring items arrive back in their original, sealed condition. Please contact us first to arrange any return.

Items we cannot accept back

• Vials whose seal has been broken, or that have been opened.
• Product that has been reconstituted or otherwise used.
• Items sent back without prior contact, or outside the 7-day window.

Order cancellations

Orders can be cancelled for a full refund any time before dispatch — message us quickly, as we aim to dispatch within 24 hours. Once an order has been dispatched it is handled under the return terms above.

How refunds are issued

Approved refunds are returned to your original payment method — for bank-transfer orders, to the account the payment was made from — within 7–10 business days of us receiving the returned item or confirming a replacement is not needed.

How to start a return or refund

Message us on WhatsApp or through our Contact page with your order number and a short description (and photos, for any damage). We reply within minutes during support hours.

Sold as laboratory reference materials only. No medical, diagnostic, or therapeutic use is intended or implied.