1. Returns
Because research materials can be compromised once they leave our controlled storage, we cannot accept returns of products that have been shipped, opened or used.
2. Replacements and refunds
We will replace or refund an item if, within 7 days of delivery, you report that it:
- Arrived damaged, or with a broken seal
- Is not the product or size you ordered
- Is missing from your shipment
Send our contact form your order number, a description and photos of the item and packaging.
3. Quality concerns
If you believe a product does not meet the specification on its lot COA, contact us with your lot number and supporting data. We will review the lot record and retained sample and, where a specification failure is confirmed, replace or refund the product.
4. Cancellations
Orders can be cancelled for a full refund before they ship. Once an order has shipped it cannot be cancelled.
5. Refund processing
Approved refunds are issued to the original payment method within 5 to 10 business days.
6. Policy violations
Orders cancelled because of a violation of our Research Use Policy may be refunded at our discretion, less any costs incurred.