Refund and return policy

We do not issue refunds, in whole or in part, for any order once payment has been processed. This includes orders placed in error, materials no longer needed, duplicate orders, and dissatisfaction with a purchase. Orders cancelled before dispatch are refunded only at our sole discretion and only where the cancellation is received before the parcel is handed to the carrier; after dispatch, no refunds are issued under any circumstance.

We do not accept returns, exchanges, or store credit requests. Once a vial has left our custody we cannot verify how it was stored, handled, or opened, so returned materials cannot be resold and will not be accepted. Do not ship material back to us — unauthorized returns will be refused at the door or discarded, and no credit will be issued for them.

The materials on this site are supplied strictly for laboratory research use. They are temperature- and handling-sensitive, and any period outside a controlled chain of custody can compromise their integrity. For this reason we treat every sale as final, and we disclose this policy on every order before you check out.

If a vial arrives cracked, unsealed, or with a compromised stopper, or if the compound or vial size received does not match your order, contact us within five business days of delivery with your order number and photographs of the packaging and the vial. At our sole discretion we may replace verified transit damage or our own fulfillment errors from the same or a later lot. Replacement is our only remedy — we do not issue refunds in these cases.

If your own analysis of a lot appears to conflict 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. A specification question is not grounds for a refund or return.

Filing a chargeback without first contacting us about a damaged or incorrect shipment does not cancel your obligation to pay for materials delivered in accordance with this policy. We reserve the right to dispute chargebacks with full order documentation, including delivery confirmation, and to decline future orders from accounts that abuse the process.

Review the product listing, the certificate of analysis program, and the shipping policy before completing checkout. If anything is unclear, contact us first — by placing an order you accept this policy in full.