Refund Policy

1. Overview

We want every order to arrive exactly as described. This policy explains which problems qualify for a replacement or a refund, how quickly they must be reported and how we handle claims. Packages that are lost, stolen or damaged in transit are also covered by our Shipping Policy.

2. Eligible issues

• The package or product arrived visibly damaged, compromised or with a broken seal.
• You received the wrong product.
• The quantity you received does not match your order.
• The product does not meet the purity or specifications stated on its product page or in the lab report for its lot.
• The order was sent to the wrong address because of our error.

3. Reporting deadlines

Deadlines run from the delivery date shown by the carrier to the date we receive your message. Claims received after the deadline may be declined.

4. How to submit a claim

Email [email protected] or use our contact form and include:

• your order number;
• a short description of the problem;
• clear photos of the product, its label and the packaging, where relevant.

For purity or specification concerns, keep the product and its packaging. We may ask you to return it for inspection or to share test results from another laboratory. We acknowledge every claim within 2 business days.

5. What is not eligible

• Opened or reconstituted products, unless the problem existed before opening.
• Damage caused by storage outside the conditions stated on the product page (for example heat, light or moisture).
• Change of mind, or ordering mistakes such as the wrong product, size or quantity.
• Research results that did not meet your expectations.
• Products that were altered, diluted or mixed with other substances.
• Claims made after the deadline or without the information we asked for.
• Items sold as final sale.

6. Returns

Please do not send anything back without a return authorization number from our support team; packages without one may be refused or discarded. When we approve a return, we email you the return address and instructions. Products must be unopened, in their original packaging with seals intact, unless we ask otherwise. If the problem was our error, we provide a prepaid return label; otherwise return shipping is at your expense.

7. How claims are resolved

We resolve approved claims, at our discretion, by sending a replacement at no cost or by refunding the original payment method. Refunds are issued within 5–7 business days of approval; your bank may need another 5–10 business days to show the credit. Refunds can only be made to the original payment method.

8. Cancellations

To cancel an order, contact us as soon as possible. If it has not been processed yet, we cancel it and refund it in full. Orders are processed quickly, so a cancellation cannot be guaranteed; once an order has shipped it can no longer be cancelled and the rest of this policy applies. We may also cancel, and refund in full, any order we cannot fulfil or that may not comply with our Research Use Policy.

9. Payment disputes

If something is wrong with your order, please contact us before opening a dispute or chargeback with your bank; most issues are resolved quickly. Accounts that file disputes without contacting us first may be suspended, and we respond to disputes with the order records we hold.

10. Limitation of liability

To the extent permitted by law, our liability for any order is limited to the price paid for the affected products. We are not liable for indirect or consequential losses, such as research delays, lost data or additional costs.

11. Changes to this policy

We may update this policy from time to time. Each order is governed by the version in effect when it was placed.

12. Contact

[email protected] · Monday to Friday, 9:00 AM – 5:00 PM ET.