Refund policy

The short version

If material does not match its certificate, arrives damaged, or is not what you ordered, we replace or refund it. If you simply change your mind, we can accept a return only while the vial is unopened and its seal intact.

Why opened vials cannot be returned

Once a seal is broken we can no longer establish what has happened to the material. It may have been exposed to moisture or air, held at the wrong temperature, or reconstituted. Returning it to stock would mean selling material whose history we cannot document, which would undermine the entire basis on which we release anything. This is a condition of supply rather than an administrative preference.

Where we replace or refund

• Material that does not match the certificate issued for its batch.
• Material that arrives damaged, leaking or with a compromised seal.
• The wrong compound, fill weight or quantity supplied.
• A consignment that does not arrive, once the courier's investigation is complete.
• A batch code that does not resolve to a certificate.

Tell us within five working days of delivery, with the order reference and the batch code. Photographs help for damage. We will replace from the next available release or refund in full, whichever you prefer.

Change of mind

Contact us within 14 days of delivery. Unopened vials with intact seals can be returned for a refund of the material, less outbound shipping; return carriage is at your cost and the material must be packaged to arrive undamaged. We cannot accept opened vials, custom-synthesised lines, or non-standard fill weights made to order.

How refunds are made

To the account the payment came from, within five working days of us agreeing the refund or receiving a returned consignment. Where an order was placed on account, the refund is applied as a credit note against the account unless you ask otherwise.

Business customers and consumer rights

We supply organisations rather than consumers, so statutory consumer cancellation rights do not generally apply. The terms above are what we offer regardless, and nothing in them affects any statutory right that does apply to you.