Research reagents are not ordinary consumer goods. Once material has left our control we cannot verify how it has been stored or handled, so this policy is stricter than a general retail policy — deliberately so.
Cancellation
If your order has not yet been dispatched, contact us and we will cancel it and refund in full.
Returns we can accept
- Unopened, undamaged items with seals intact, returned within 14 days of delivery, in original packaging.
- Incorrect items — where what arrived does not match what you ordered.
- Damaged on arrival — reported within 48 hours of delivery with photographs.
- Certificate mismatch — where the lot number on the vial does not match the certificate of analysis.
Returns we cannot accept
We cannot accept the return of any item where the seal has been broken, the vial has been opened, or the material has been reconstituted. This is not a commercial preference — once a temperature-sensitive reagent has left documented storage conditions, its integrity cannot be verified, and reselling it to another researcher would be unsafe.
We also cannot accept returns of:
- Opened sterile consumables such as syringes and swabs
- Items returned more than 14 days after delivery
- Items damaged after delivery through storage or handling
- Parcels seized or refused entry by a customs authority
How to start a return
Contact us first with your order number and the reason for return. Do not send anything back before we have confirmed the return — unannounced returns cannot be tracked to your order and may not be refundable.
Refunds
Once a return arrives and has been inspected we will email you to confirm receipt and tell you whether the refund is approved. Approved refunds are issued to the original payment method within 14 days of us receiving the goods.
Where a return is due to our error — wrong item, damage in transit, certificate mismatch — we cover return postage. Otherwise return postage is the customer’s responsibility and original shipping charges are not refunded. Use a tracked service; we cannot refund returns that do not reach us.
Your statutory rights
Nothing in this policy affects your statutory rights. Where goods are sold to a consumer at distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may give a right to cancel; note that this right can be limited for sealed goods that are unsuitable for return once opened for health-protection or hygiene reasons.
RESEARCH USE ONLY — NOT FOR HUMAN CONSUMPTION. Supplied strictly for in-vitro laboratory research by qualified professionals.