If a parcel arrives damaged, or the carrier records it as delivered but it has not arrived, contact support within seven days of the delivery scan with the order number and photographs of the parcel and contents. Replacements ship from the same lot where stock allows.

If an independent analysis of a sealed vial shows a result outside the specification stated on its certificate of analysis, send the report to the compliance desk. Confirmed mismatches are refunded or replaced in full, including the cost of the analysis.

Because research compounds are sensitive to storage conditions after they leave the warehouse, opened or reconstituted vials, and sealed vials returned more than fourteen days after delivery, cannot be accepted for refund. Bacteriostatic water and bench supplies that have been opened are likewise not returnable.

Orders can be cancelled for a full refund at any time before the dispatch confirmation is sent. After dispatch the order is treated as a return under the rules above.