Returns and replacements
Reference materials are chain-of-custody items, so returns are handled differently from ordinary consumer goods.
Non-returnable items
Once a vial has left our custody we cannot verify its storage conditions, so opened or temperature-exposed material cannot be returned to inventory or resold.
Damage in transit
If a vial arrives cracked, unsealed, or with a compromised stopper, contact us within five business days with photographs of the packaging and the vial. Verified transit damage is replaced from the same or a later lot at no cost.
Incorrect item or size
If the compound or vial size received does not match your order, we will arrange return shipping and dispatch the correct item.
Specification disputes
If your own analysis of a lot conflicts with the certificate of analysis supplied, send us the lot number and your method details through the contact page. We will review the matching report and respond with our findings.
Cancellations
An order can be cancelled for a full refund at any point before it is dispatched.