Returns, damage and refunds
Temperature-controlled material cannot come back once it has left our custody, so this policy is built around replacement and credit rather than physical return.
What we cover, and how fast you have to tell us
| Situation | Window | Evidence | Remedy |
|---|---|---|---|
| Breakage in transit | 48 hours from delivery | Photograph of carton and vial | Full replacement, we pay freight |
| Tripped temperature indicator | 48 hours from delivery | Photograph of indicator card | Full replacement, we pay freight |
| Dry ice exhausted on arrival | 48 hours from delivery | Photograph at unpacking | Full replacement, we pay freight |
| Wrong item or wrong fill shipped | 10 business days | Photograph of vial label | Correct item shipped, wrong item collected |
| Analytical result disputed | Within the retest window | Your data and the lot code | Retention sample re-analysed; credit if we were wrong |
| Ordered in error, unopened | 10 business days | Unbroken seal, cold chain intact | Credit less 25% restocking, at our discretion |
| Material used or opened | — | — | No credit; chain of custody is broken |
How to open a claim
Contact us with your order number, the lot code from the vial, and photographs taken before unpacking. Do not discard the packaging until the claim closes — the carton and the indicator card are the evidence.
- Acknowledged within 2 business days
- Resolved within 7 business days
- Replacement ships on the next cold-chain window
Why physical returns are not accepted
Once a shipment leaves our custody we can no longer attest to its storage history, and material with an unverifiable temperature record cannot be released to anyone else. Sending it back would only move the problem. Claims are settled by replacement or credit instead, which is faster for you and honest about what we can warrant.
Cancelling before dispatch
An order can be cancelled at no cost any time before it is picked. Once a cold-chain shipment is packed and the dry ice charged, the shipping cost stands even if the courier has not collected.
Orders we cancel
We cancel and refund in full, without restocking, where an order indicates the material is intended for human or veterinary use, where export screening blocks release, or where a restricted compound’s end-use statement is not returned within 30 days.
