Refund Policy

Overview

Because our products are research materials whose integrity depends on how they are stored and handled, we cannot accept returns of products once they have left our control. This policy explains when we issue refunds or replacements.

Damaged, incorrect, or missing items

If your order arrives damaged, contains the wrong product, or is missing items, contact us through our contact page as soon as possible after delivery and before opening or using the affected product. Please include:

• your order number;
• the lot number printed on the label;
• photographs of the parcel, the packaging, and the affected items.

After reviewing your claim we will, at our discretion, send a replacement or issue a refund for the affected items.

Lost parcels

If tracking shows no movement for an extended period, or a parcel is marked delivered but has not arrived, contact us with your order number. We will open a trace with the carrier and, where the parcel cannot be recovered, send a replacement or issue a refund.

Non-returnable items

We do not accept returns or offer refunds for:

• products that have been opened, used, or stored outside the conditions stated in their documentation;
• orders refused at delivery or returned because the shipping address was incorrect;
• change-of-mind requests after an order has shipped.

How refunds are issued

Approved refunds are issued to the original payment method. Partial refunds may be issued when only part of an order is affected, and every refund appears on your order page. The time it takes for funds to appear depends on your payment provider or bank.

Cancellations before shipment

Orders cancelled before they ship are refunded in full. See our Cancellation Policy.

Questions

For questions about a refund, contact us and choose the "Returns or refunds" topic.