Because our products are supplied for laboratory and research use only, and many are temperature-sensitive or supplied in sealed, tamper-evident packaging, our returns policy reflects the handling and chain-of-custody requirements described below.

1. Order Cancellations

You may cancel an order at no cost any time before it has been dispatched. Once an order has left our facility it cannot be cancelled, and the return provisions in Section 2 apply instead.

2. Eligibility for Returns

A return may be accepted within 14 days of delivery where all of the following apply:

• The product is unopened, with its original seal and tamper-evident packaging intact
• The product has not been removed from the cold-chain or storage conditions specified on its label
• You contact us in advance to request a returns authorisation before shipping anything back

Opened, reconstituted, or improperly stored products cannot be accepted for return under any circumstances, as their integrity and chain of custody can no longer be verified.

3. Damaged or Incorrect Orders

If your order arrives damaged, or you receive an item you did not order, please contact us within 48 hours of delivery with your order number and photographs of the item and packaging as received. We will arrange a replacement or full refund once the issue has been verified.

4. Refund Processing

Approved refunds are issued to the original payment method within 5–10 working days of the returned item passing inspection. Original outbound shipping costs are non-refundable except where the return is due to our error.

5. How to Request a Return

To request a returns authorisation, contact our team via the Contact page with your order number and the reason for the request. Items returned without prior authorisation may be refused.