Refund, Return And Chargeback Policy

Research compounds cannot be resold once they leave our control, so returns are limited to problems we caused.

What We Cover

• The wrong product, strength or quantity was shipped.
• A vial arrived broken or its seal was compromised.
• A parcel was lost in transit and the carrier confirms it.

For these we replace the product or refund it, at our option, once the claim is verified.

What We Do Not Accept

• Opened, used or altered product.
• Product stored outside the conditions on its label.
• Change-of-mind returns or unsold stock.

How To Raise A Claim

Write to us through our contact form with your order number, what is wrong, and photos. Please do not send anything back before we issue a return authorisation; unauthorised returns cannot be credited.

Refunds

Approved refunds go back to the original payment method.

Cancellations

An order can be cancelled for a full refund until it ships.

Subscriptions can be paused or cancelled from your account at any time. A paused or cancelled subscription is not charged again.

Chargebacks

If there is a problem with an order, contact us through our contact form before disputing the charge with your card issuer. A claim this policy covers is replaced or refunded without a dispute, and usually faster.

• We respond to every chargeback and payment dispute with the records of the order, including the research field and research use acknowledgements you gave at checkout, your agreement to our terms and policies, and carrier delivery tracking.
• A chargeback on an order that tracking shows as delivered, or on a claim this policy does not cover, will be contested.
• Filing a chargeback on a delivered order, or one that does not follow this policy, may lead to your account being closed and future orders declined.
• Where a dispute is decided in your favor, we do not also refund the same order.
• If a problem is resolved with us after you raised a dispute, please withdraw the dispute with your card issuer.