Returns & Refund Policy

Our returns policy covers research products that arrive damaged, do not match order details, or where authenticity or batch concerns are reported.

All products are supplied strictly for laboratory and analytical research use — never for human or veterinary application.

Contact Support to Start a Return

Return Eligibility

The following products may be eligible for return or refund:

  • Unopened, unused products
  • Incorrect, damaged, or mislabelled products
  • Products with broken or missing seals — these must be reported immediately; do not use the product

Broken or missing seal? Do not use the product in research. Quarantine it, retain all packaging and contact us immediately so the item can be verified.

How to Request a Return

  1. Contact support within 3 working days of delivery.
  2. Provide your order number, product name, batch or lot number, and clear photographs of the product, packaging and seal.
  3. Keep all packaging until the case is resolved — do not discard, alter or repair anything.

For batch, authenticity or seal concerns, our team will compare the details you provide against the product and batch records available to us before advising on next steps. See Batch Testing and Product Authenticity for what to check.

Submit a Return Request

Refunds

  • Refunds are issued after returned items are received and verified.
  • Refunds are made to the original payment method.

Limitations

Refunds and returns are not available for:

  • Used, opened, or improperly stored products
  • Products purchased for personal use or outside the research scope

All purchases remain subject to the research-use policy. Products are not medicines and are not intended for human or veterinary use.

Related Pages

ContactStart a return or report a product concern. Research-Use PolicyThe terms that apply to every product we supply. Batch TestingFind and verify your batch information. Product AuthenticityPackaging, seal and batch checks before use.