Refunds & returns

Sealed research materials

Because chain of custody and storage conditions cannot be verified once a shipment leaves our facility, sealed vials cannot be returned or restocked. This protects the integrity of every batch we release.

Damaged, incorrect, or missing items

If your order arrives damaged, incomplete, or does not match your confirmation, contact us within 5 days of delivery with your order number, the batch ID, and photographs of the packaging and contents. Verified claims are resolved with a replacement or a full refund of the affected items.

Lost shipments

If tracking shows no movement for 7 consecutive business days, contact us and we will open a carrier trace. Confirmed losses are replaced at no cost.

Order cancellation

Orders can be cancelled at no charge any time before dispatch. Once a label has been generated the order can no longer be cancelled.

Refund processing

Approved refunds are issued to the original payment method within 5–10 business days of approval. Shipping charges are refunded only where the error was ours.

Exclusions

• Buyer's remorse or change of research direction.
• Materials stored or handled outside documented guidance.
• Claims submitted more than 5 days after delivery.