Refund Policy

If you are a consumer ordering from within the EU, you generally have a 14-day right to withdraw from your order without giving a reason, starting from the day you (or a third party you nominate) receive the goods, under Directive 2011/83/EU. To exercise this right, contact [email protected] before the period expires.

This right does not apply once a product's protective seal has been broken after delivery, where the seal exists for health or hygiene reasons (Directive 2011/83/EU, Article 16(e)). This applies to sealed vials and packaging on this site. Unopened, unsealed products may be returned within the statutory period; opened or unsealed products may not, except where defective.

Where a product arrives damaged, defective, or not as described, contact [email protected] within 48 hours of delivery with your order number, photos of the outer parcel, the label and the damage, and a short description. Keep the parcel and packaging until we reply, and do not return or refuse it before we confirm. We send a free replacement, or refund the item if you prefer or if it is out of stock. Your statutory rights under the EU Sale of Goods Directive (2019/771) apply in full.

We are not responsible for damage caused by improper storage or handling after delivery, by a return we did not instruct, or by use outside the Research Use Only terms.

If an item is missing from a parcel, contact [email protected] within 48 hours of delivery with your order number, photos of the parcel and its contents, and, where you have one, a continuous video of the parcel being opened for the first time. A confirmed missing item is reshipped free or refunded.

Email [email protected] with your order number before the 14-day period expires. We will confirm the returns address and the next steps by email; do not send anything back before you have that confirmation. Return shipping cost is your responsibility unless the item arrived damaged, defective, or incorrect.

Free reshipment or refund for a parcel that did not arrive depends on the order having been deliverable: a complete real name, a full and correct address, a phone number the carrier can reach, and someone available to receive or collect the parcel. Watch the tracking and act while the parcel is still in transit. Where a delivery fails on one of these, we can reship after a new shipping charge, but a free reshipment or refund is not owed. An address change or redirection requested after dispatch is at your risk.

Approved refunds are issued to the original payment method within 14 days of us receiving the returned goods or evidence of return, whichever is earlier. We do not offer exchanges or store credit.

Lost in transit: all orders ship on a tracked service. If tracking stops moving, contact [email protected] with your order number and we will open an enquiry with the carrier. Once the carrier confirms the parcel as lost, or its claim window passes without delivery, we will send one free replacement or refund the order.

Returned to sender: if a parcel comes back to us undelivered, for example because of an incorrect or incomplete address, we will contact you to confirm the delivery details and arrange either reshipment (a new shipping charge may apply if the error was in the address you provided) or a refund of the product cost.

These provisions are in addition to, not instead of, your statutory 14-day withdrawal right and defective-goods rights above.

If an order included a discount code or promotional pricing, any refund reflects the amount actually paid, not the pre-discount price. If a return brings a partially-fulfilled order below a threshold that unlocked a discount, for example a bundle tier or free-shipping threshold, the refund is adjusted accordingly.

[email protected]