Returns & Refunds.

When it is our mistake.

Tell us within 14 days of delivery and we replace or refund — our choice between the two — if:

• the wrong line, strength or quantity turned up;
• it turned up damaged, leaking, or with the seal already broken;
• it never arrived at all and tracking cannot account for it;
• the batch is past its expiry, or uncomfortably close to it.

Send the order number and a photo of the carton, the label and the item to [email protected]. Take that photo before unpacking any further — it settles almost every case on the spot. Where a return is actually needed we pay the postage; often it is not needed.

What cannot come back.

Anything opened, reconstituted, or with a broken seal. Once a pack leaves our control and is opened, nobody can say what is in it or how it was kept, and we will not put it back on the shelf for someone else. Every serious supplier of research material draws the line in the same place, and it is why the EU right of withdrawal does not cover sealed goods that have been unsealed.

Nor can we refund:

• something damaged after delivery by storage or handling on your side;
• a carton that failed because the address we were given was wrong, or nobody took delivery — we will resend, but the €20.00 applies again;
• an order refused or seized at customs where receiving the goods was not lawful for you. Checking that is on you, under our Terms. Terms & conditions

If you simply change your mind.

Before dispatch, write to us and we cancel and refund in full, fee included. Since we pick and post the same day, that window is genuinely short — write immediately.

After dispatch, an unopened order with seals intact can come back within 14 days at your postage cost, and we refund the goods once they reach us as they left us. The delivery fee is not refunded in that case, because the delivery did happen.

How the money comes back.

The way it arrived: a bank transfer returns to the account that sent it, crypto returns to the wallet that sent it, in the same token on the same network. We process an agreed refund within five working days. Crypto goes back as the number of tokens received, not the EUR value on the day — rates move and we are not a currency desk.

Batch paperwork.

Want the documentation for the batch you were sent? Send the order number and we request it from the maker. Where a maker publishes lab reports they are already on the product page — but that report covers the batch printed on it, which may not be your carton.