Orders and fulfilment

Returns Policy

Last updated: January 2025 Applies to all orders placed from January 2025

Due to the nature of research compounds and the regulatory requirements surrounding their handling, our returns policy differs from standard consumer retail. Please read this policy carefully before placing an order — by completing checkout, you confirm that you have read and accept these terms.

Non-returnable items

For reasons of quality assurance and regulatory compliance, the following items cannot be accepted for return under any circumstances: opened or reconstituted products; products that have left temperature-controlled storage for any period after delivery; products that have been stored in conditions other than those specified on the Certificate of Analysis; and products more than 14 days from the date of delivery. This policy exists to protect the integrity of our supply chain and the safety of all researchers who use our products. Once a product has left our validated cold chain and entered an uncontrolled environment, we cannot verify its condition for resale to another researcher.

Eligible returns

We accept returns in the following situations: products received in a damaged condition where the outer or inner packaging shows clear evidence of mishandling in transit; products that are incorrectly described, where the compound, concentration, or volume supplied does not match the order confirmation; and products that have not been removed from their original sealed packaging and are within 14 days of the date of delivery.

In all eligible return cases, photographic evidence of the condition of the outer and inner packaging at the time of receipt must be provided. We strongly recommend photographing all deliveries on arrival before opening any inner packaging, particularly where the outer parcel shows any sign of compression, dampness, or seal damage. Photographs taken after opening do not establish the condition of the parcel as it arrived.

Damaged on arrival

If damage is visible on the outer packaging at the point of delivery, photograph the parcel before opening it. Where possible, photograph the parcel in the presence of the courier and note the damage on any electronic delivery confirmation device offered by the driver.

Contact us within 48 hours of delivery at [email protected] with your order number, the photographs, and a description of the damage. The 48-hour window is required because most carriers will not accept damage claims raised after this period, which limits the recourse we can pursue on your behalf.

Once the claim is accepted, we will arrange collection of the damaged goods at our cost and dispatch a replacement from the same batch by next-day service. Where the original batch is out of stock, we will offer either dispatch of an equivalent newer batch or a full refund including the original delivery charge, at your preference.

Incorrect item received

If you receive a product that does not match your order confirmation — whether the wrong compound, wrong concentration, or wrong volume — contact us within 48 hours of delivery. Do not open the incorrectly supplied product. We will arrange collection of the incorrect item and dispatch the correct item by tracked next-day service at our cost. If the correct item is not available within the timescale you require, we will issue a full refund including the original delivery charge.

Refund timeline

Approved refunds are processed within 5 working days of us receiving and inspecting the returned goods. Refunds are issued to the original payment method used at checkout. Please allow a further 3 to 5 working days for your bank or card provider to process the credit and for it to appear on your statement. We do not issue refunds by cheque or by bank transfer to a different account, except where the original payment was made by bank transfer, in which case the refund is returned to the originating account.

Starting a return

  1. Email [email protected] with your order number and a description of the issue within 48 hours of delivery.
  2. Attach photographs of the outer packaging, inner packaging, and the product label as received.
  3. We will respond within one working day with a returns authorisation (RA) number and full instructions for the next steps specific to your return.
  4. Do not return any goods without a returns authorisation number — parcels arriving without an RA number cannot be accepted at our facility and will be refused.
  5. Package the goods securely using the original packaging where possible, and write the returns authorisation number clearly on the outside of the parcel.
  6. We will arrange collection via our courier at no cost to you for all eligible returns. Drop-off at a carrier point is not required.

Contact us about a return

All return queries are handled by our fulfilment team within one working day. Email [email protected] with your order number in the subject line so we can locate your record quickly. If you would prefer to discuss your situation before raising a formal return, please use the general contact form and mention that the enquiry concerns a possible return.

Contact the team