Returns & Refunds.

We put it right when it is our fault.

Tell us within 14 days of delivery and we replace or refund, our choice of the two, if:

• the wrong item, strength or quantity arrived;
• it arrived damaged, leaking or with a broken seal;
• it never arrived, and tracking cannot account for it;
• the batch is past, or too close to, its expiry.

Send your order number and a photo of the box, the label and the item to [email protected]. Photograph it before unpacking any further — that one photo settles almost every case on the spot. We pay the return postage when a return is needed at all; often it is not.

What cannot come back.

Anything opened, reconstituted, or with a broken seal. Once a vial leaves our control and is opened, nobody can verify what is in it or how it was kept, and we will not resell it to someone else. This is the same rule every serious supplier of research material applies, and it is why the EU right of withdrawal does not cover sealed goods that have been unsealed.

We also cannot refund:

• an item damaged after delivery, by storage or handling on your side;
• a parcel that failed because the address given to us was wrong or nobody accepted it — we resend, but the €20.00 fee applies again;
• an order refused or seized at customs where receiving the goods was not lawful for you. Checking that is your responsibility under our Terms. Terms & conditions

Changing your mind.

Before an order ships, cancel it by writing to us and we refund in full, fee included. As orders are processed the same day, that window is short — write immediately.

After it ships, an unopened order with seals intact can come back within 14 days at your postage cost, and we refund the goods once we have them and they are as they left us. The delivery fee is not refunded in that case, because the delivery happened.

How refunds arrive.

Back the way they were paid: a bank transfer returns to the account it came from, crypto returns to the wallet that sent it, in the same token and network. We process refunds within five working days of agreeing one. Crypto is refunded at the amount of tokens received, not the EUR value on the day — exchange rates move, and we are not a currency desk.

Batch documentation.

If you want the paperwork for the batch you received, send us the order number and we request it from the manufacturer. Where the maker publishes lab reports, they are already on the product page — but the report there covers the batch printed on it, which may not be the box you were sent.