Returns & Cancellations

Returns and Cancellations

Every order is covered by three separate things: your statutory right to cancel, our 180-day returns guarantee, and your rights if something arrives wrong. They are set out below.

Our 180-day returns guarantee

We accept returns for 180 days from the day your order is delivered, on items that are unopened, with the vial seal intact and in their original packaging. Email [email protected] with your order number and we will send you return instructions.

You pay the cost of returning the goods. We refund within 14 days of receiving them back, to the payment method you paid with.

Once a sealed vial has been opened we cannot verify that the contents are unaltered or that it has been stored correctly, and we cannot re-supply it to another researcher. Opened vials therefore cannot be returned. This is the exception set out in regulation 28(3) of the Consumer Contracts Regulations 2013 for sealed goods that are not suitable for return once unsealed, for health protection or hygiene reasons.

Your statutory right to cancel

Separately from the guarantee above, under the Consumer Contracts Regulations 2013 you may cancel within 14 days of receiving your order. To cancel, email [email protected] with your order number, or write to 30 N Gould St, Ste R Sheridan, WY 82801. You then have a further 14 days to send the goods back. The same sealed-goods exception applies.

Cancelling before dispatch

Email [email protected] with your order number. If the parcel has not yet left our laboratory we will cancel it and refund you in full, with nothing to return.

If something is wrong with your order

an item is missing, damaged or broken in transit;
you received the wrong item or the wrong strength;
the lot number on the box does not correspond to a published certificate of analysis.

In any of these cases we cover the return postage, and you choose a replacement or a full refund. Photographs of the outer box, the vial and the label help us resolve it the same day. These rights come from the Consumer Rights Act 2015 and are not limited by the 180-day guarantee above.

Certificate of analysis

We publish a third-party report for every lot we ship. If the certificate for the lot you received does not match what is published on our lab results page, treat it as a wrong item under the section above.

Your statutory rights

Nothing on this page limits your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Our 180-day guarantee is offered in addition to those rights, not instead of them.