Returns and refunds

Sealed goods

Under the Consumer Contracts Regulations 2013 you normally have 14 days to cancel an online order. That right does not apply to sealed goods which are not suitable for return once unsealed, for health protection or hygiene reasons, where the seal has been broken after delivery.

Our vials are supplied sealed and fall within that exemption. If the seal is intact you may cancel within 14 days of delivery and return the item for a full refund. If the seal has been broken, you cannot.

Faulty or misdescribed material

Your rights under the Consumer Rights Act 2015 apply regardless of the above, and nothing in this policy limits them. If material is faulty, not as described, or does not match its certificate of analysis, you are entitled to a repair, replacement or refund. Contact us and we will arrange it.

Because every product is independently tested and its certificate of analysis is provided with your order, a mismatch between the material and its stated analysis is something we can investigate against a specific lot rather than a general claim. Quote the lot number from your vial.

Damaged or incorrect deliveries

Contact us within 14 days of delivery if your order arrives damaged, incomplete, or is not what you ordered. We will replace it or refund it, including the delivery charge, and we will cover the cost of returning anything to us.

How refunds are paid

Refunds are made by bank transfer back to the account the payment came from. There is no card involved in either direction, so there is no chargeback mechanism — every refund is a fresh transfer, approved by a person before it is sent. We aim to send refunds within five working days of agreeing them.

How to start a return

Email us at our contact address with your order reference and what is wrong. Do not send anything back before speaking to us; we will confirm the address and cover return postage where the fault is ours.