Refund Policy

Last updated {{DATE}}.

The short version

Unopened items can be returned within thirty days. Opened vials cannot.
Anything that arrives damaged, incorrect, or not conforming to its certificate
of analysis is replaced or refunded in full, and we pay the return shipping.

Returns of unopened product

You may request a return within thirty days of delivery, provided the item is
unopened, unused, with its seal intact, and in its original packaging.

Return shipping on a change-of-mind return is paid by you. A restocking fee
of {{RESTOCK}} may be applied. Refunds are issued once the item is received and
inspected.

Product that cannot be returned

We cannot accept a return of any vial whose seal has been broken, or any
product that has been opened, decanted, diluted, reconstituted, repackaged or
relabelled.

This is not a convenience rule. Once a seal is broken we cannot verify chain
of custody or that the contents are what left us, and reselling that material to
another researcher would make the certificate of analysis meaningless. The same
reasoning applies to any product that has been stored outside the published
conditions.

Damaged, incorrect or non-conforming product

If your order arrives damaged, if you receive the wrong item, or if the
product does not conform in identity or purity to the certificate of analysis
published for its batch, we will replace it or refund it in full at your
election, and we pay return shipping.

Report damage or an incorrect item within five days of delivery with
photographs. A non-conformance claim should include your own analytical result
and the method used. We may ask for the remaining material to be returned for
our own testing.

Promotional and free items

Where an item was discounted to zero under buy two get one free, its refund
value is zero.

If you return part of an order and the return breaks the qualifying set, the
promotion no longer applies to that order and the refund is calculated at the
undiscounted price of the items you keep. In practice: return one item from a
set of three and you are refunded the difference between what you paid and the
normal price of the two you kept, which may be nothing. Return all three and you
are refunded everything you paid.

Cancellations

You can cancel any order that has not yet been dispatched, for a full refund.
Email {{EMAIL}} with your order number as soon as possible. Once a shipping
label has been created the order cannot be cancelled and must be handled as a
return.

How to request a return

1. Email {{EMAIL}} with your order number and what you want to return.
2. We reply with a return authorisation and the return address. Do not ship
   anything back before you have one, as unauthorised returns cannot be traced to
   your order and may not be refundable.
3. Pack the item securely in its original packaging and include the
   authorisation number.
4. Send it with a tracked service and keep the tracking number.

How refunds are issued

Refunds go back to the original card. We do not issue refunds by any other
method, and we cannot refund to a different card than the one used to pay.

We process refunds within five business days of approving them. Your bank
then takes its own time, typically a further five to ten business days, to post
the credit. Original shipping charges are not refunded except where the fault
was ours.

Chargebacks

If something is wrong with your order, contact us first. We would far rather
fix it directly. Filing a chargeback without contacting us freezes the funds
while the dispute runs and usually takes longer than a refund would have. We
respond to all disputes with the order record, the delivery confirmation and the
attestations made at checkout.

Contact

{{EMAIL}}, {{HOURS}}.